Summary

Join a highly skilled Commercial/Complex Claims Division where you will lead a team of Consultants and Senior Consultants, ensuring excellence in claim investigation, development, and settlement. In this leadership role, you will provide expert technical direction, cultivate a high-performing team, and drive outstanding customer service across complex, multi‑line, and multi‑jurisdictional claims.

You’ll partner closely with defense counsel, agents, and Underwriting, playing a critical role in identifying exposures, ensuring regulatory compliance, and delivering exceptional claims outcomes.

Key Areas of Responsibility

Customer Service Excellence

• Lead a team in the investigation, development, and settlement of complex and commercial claims while ensuring top-tier customer service.
• Review and monitor claim files to ensure compliance with service standards, policies, and procedures.
• Address and resolve customer and claimant concerns professionally and efficiently.
• Ensure Division of Insurance inquiries and any potential bad-faith complaints are managed accurately and promptly.
• Evaluate oral and written communications — including voicemail — to ensure clarity, empathy, and conciseness.
• Promote a strong culture of teamwork within the unit and across Claims and the broader organization.
• Ensure all company policies, procedures, and standards are consistently applied.

Quality & Productivity Leadership

• Guide the unit to achieve key customer service and productivity goals.
• Continuously assess claim volumes and ensure adherence to established service standards.
• Monitor opening/closing counts and allocate workloads based on complexity and adjuster capability.
• Analyze claim quality reports and productivity metrics to identify trends, evaluate performance, and maximize team output.
• Conduct periodic trending reviews to reinforce quality expectations.
• Maintain active diary oversight to ensure timely reserving, proactive evaluations, and efficient claim progression.
• Recommend independent adjusting firms or specialty vendors (accident reconstruction, arson, etc.) as appropriate and monitor their performance to control expenses and ensure quality.
• Provide oversight of litigated claims to ensure effective defense counsel management.

Technical Expertise

• Utilize increased settlement authorization to review and approve claim settlements.
• Approve coverage and liability denials.
• Deliver ongoing technical coaching and direction to staff.
• Effectively communicate and roll out new processes and procedures.
• Collaborate with management to enhance interdepartmental efficiency.
• Identify, recommend, and implement process improvements to increase unit productivity and effectiveness.
• Participate in departmental initiatives, long-range planning, and the Large Loss Committee.
• Stay current on case law and industry developments, sharing knowledge with staff.
• Mentor and support the development of new supervisors.
• Partner closely with the Examining Division and ensure accurate reserve calculations aligned with company philosophy.

Leadership & Talent Development

• Lead interviewing and hiring efforts for prospective team members.
• Inspire, coach, and guide staff to achieve performance expectations while fostering morale and teamwork.
• Provide regular training and development opportunities tailored to team goals and capability growth.
• Deliver fair, objective performance evaluations using data-driven insights and trending reviews.
• Set clear objectives aligned with departmental and organizational goals.
• Lead departmental focus groups and contribute recommendations to leadership.
• Represent the department on interdepartmental committees and project teams.
• Maintain close oversight of high-exposure cases.

Education & Experience

• Bachelor’s Degree or equivalent professional-level knowledge preferred; equivalent related experience will be considered.
• 7–9 years claims technical experience required (or Associate’s Degree + 9–11 years).
• Prior supervisory experience in a claims environment strongly preferred.
• Experience with environmental claims, multi-line field adjusting, and claims auditing is desirable.
• Exposure to both personal and commercial auto and OTA claims is a plus.
• Multi-state claim handling experience is preferred.
• Proven ability to innovate, implement workflow improvements, and operate in a fast-paced, multi-task environment.

Pay Philosophy: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Salary Range $87,700 - $120,700

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the Mapfre Insurance Talent Acquisition team at [email protected].

We are proud to be an equal opportunity employer.