Org Marketing Statement |
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Committed. Competitive. Constructing our Future.
That's Travelers. We are one of the leading insurance companies in the United States. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy, and a workplace in which you truly can make a difference. |
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Summary |
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SUMMARY:
- As a member of local line of business (LOB) management team, responsible for product quality and performance for a specific team of claim professionals.
- Provide guidance and direction to direct reports through a continuous process of management involvement and frequent claim file review.
- Serve as a field representative for the Home Office LOB product, as requested.
- Reinforce LOB Vision, Strategies, and Objectives through word and action.
- Select, lead, mentor, performance manage and develop staff
PRIMARY DUTIES:
Supervise Auto Liability ¿ Auto Claim Unit. Efficiently and effectively manage all aspects of assigned unit. Oversee training, workflow, and performance quality of unit. Motivate unit to work toward common goals of customer satisfaction, controlling payout and containing expenses. Responsible for ongoing performance feedback and employee development.
- Provide day to day leadership and technical guidance to auto liability unit.
- Monitor work quality for compliance with Best Practices through implementation of review plans.
- Utilize management information to analyze payout, expense, customer service and quality performance results; implement changes necessary to achieve expected results.
- Provide on-going performance feedback and manage performance issues.
- Select, train and develop team members.
- Administer total compensation program.
- Manage staffing resources to meet workload demands; ensure equitable distribution of work.
- Identify opportunities for improvements through more efficient and/or less expensive workflow.
- Resolve customer issues; promote a high standard of customer service.
- Assure regulatory compliance.
- Work closely with management team to address service center business issues.
Attract, Retain and Develop World Class Talent:
- Proactive recruitment of talent; work with management to establish and implement a strategic staffing strategy
- Effective orientation and on-boarding.
- Manage staff performance; implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance feedback.
- Work with management to develop and implement effective training, performance development and succession planning
- Effective retention planning; proactively manage and respond to turnover.
- Effectively utilize reward system to distinguish top performers and significant achievements.
Provide Compelling Claim Services
- Employ proper claim handling techniques to protect the integrity of our brand and providing consistent service quality and streamlined processes to add value for our customers,
- Develop & execute a strategic file management plan that achieves optimal file resolution and business results.
- Provide face-to-face and written guidance to ensure effectiveness, engagement, accuracy and efficiency.
- Review new notices, ensuring claims are assigned to staff with appropriate skill sets.
- Conduct quality file reviews per office/ best practices guidelines.
- Establish/ follow up on file reviews per diary instructions, conducting additional reviews (i.e. 180, 360 day reviews), as necessary.
- Implement strategies and initiatives to improve file quality, customer service and manage costs.
Drive the Information Advantage
- Successfully leverage data, management information and technology to identify and make the most of opportunities to support business strategies and improve results.
Achieve Optimal Solutions
- Focus on resolution and process improvement, fulfilling all obligations while maximizing cost effectiveness, helping the business understand drivers, trends and product stress points and helping our partners attract and retain business.
- Operate within agreed upon expense budget to achieve optimal business results through productivity, appropriate resource allocation, inventory management and loss adjustment expense
Partner for Mutual Success
- Develop and maintain effective relationships with colleagues, business partners, customers, agents, regulatory agencies and others to achieve organizational goals and create better outcomes.
- Participate in business meetings and agency visits as required
EDUCATION/COURSE OF STUDY:
- College degree preferred or equivalent work experience
- WORK EXPERIENCE:
- 1 to 3 years experience managing an auto liability claim unit required
- 5 to 8 years liability (Auto) claim handling experience required
- Four year college degree preferred.
- Comprehensive understanding of coverage determination, liability investigation, causation and damage determination, evaluation and negotiation.
- Command of IMPACT, WORD and OUTLOOK. Knowledge of EXCEL a plus.
- Excellent customer service skills.
- Excellent oral and written communication skills
- Ability to lead and motivate others toward achieving expected results.
- Results driven focus, with proven record.
- Significant Claim work experience in at least one line of business, Claim management experience preferred
CERTIFICATES/DEGREES:
- Insurance license(s) as required by state regulation.
COMMUNICATION SKILLS:
- Excellent oral and written communication skills
COMPUTER SKILLS:
- Strong Computer Skills including word and excel
OTHER:
Span of control approximately 6 to 8 Claim Professionals, Span of control may vary based on:
- Complexity of LOB
- Experience of staff
- Team composition
- Market mix
Outside Property Positions only require that employees be able to:
- Access and inspect all areas of a dwelling or structure including tight spaces such as attic, staircases, entries and crawl spaces
- Lift, carry, unfold and set up ladder weighing approximately 38 pounds; climb ladder; transition to and from ladder to area requiring inspection; walk on roof.
- Deploy on CAT duty as required.
Leading the Business:
- Drive Results
- Leads Change
- Executes Business Strategy
Leading Others:
- Attract Top Talent
- Maximize Individual Performance
- Holds Others Accountable
- Aligns Rewards
- Creates and Sustains a Dynamic Workplace
Leading Self:
- Demonstrates Self-Awareness
- Applies Critical Thinking
- Communicates Effectively & Influences Others
- Exhibits Courage, Conviction & Credibility |
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Closing Statement |
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Travelers is an equal opportunity employer. We actively promote a drug-free workplace. |
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