[Hiring] Commercial Casualty Supervisor, Complex Claims @CSAA Insurance Group, a AAA Insurer

Role Description

As a Commercial Casualty Supervisor, Complex Claims, you will supervise complex 1st and 3rd party auto and commercial injury claims, including litigation file handling for minor to complex litigated claims. You will be responsible for supervising claims in multiple states virtually. You will evaluate coverage questions and provide decisions associated with approval. You will be responsible for evaluating and providing guidance and settlement authority on cases above representative’s authority. You may potentially manage First Notice of Loss injury queue and may act as claims Liaison in partner states to build and maintain relationships with partner clubs.

Your Work

• Operations Management
  • Oversees the investigation, evaluation, negotiation, and resolution of claims, ensuring effective workflow management and adherence to departmental standards.
  • Provides technical guidance to adjusters, reviewing claims for coverage, liability, settlement authority, and appropriate resolution of complex issues.
  • Directs daily business unit operations, including workflow distribution, phone queue management, staffing, and coverage across multiple shifts, including operations of up to seven days per week.
  • Establishes and monitors employee performance goals, departmental objectives, and service standards to support business strategies and operational effectiveness.
  • Monitors claims quality and customer service performance through file reviews, Quality Assurance Reports (QARs), surveys, and feedback to identify opportunities for improvement.
  • Ensures compliance with organizational policies, operating procedures, safety standards, and Department of Insurance (DOI) regulations, communicating and implementing changes as needed.
  • Participates in specialty Committee Review Processes and facilitates meetings to support claims decisions and efficient departmental operations.
  • Recommends improvements to operational plans, processes, and resource utilization to enhance efficiency, service quality, and business results.
  • Supports staffing and financial management through recruitment, interviewing, hiring decisions, budget planning, and oversight of internal and external resources.
  • Collaborates with cross-functional teams on business initiatives and serves as a claims liaison for commercial customers and brokers, building and maintaining strong business relationships.
• Performance Management
  • Identifies employee training needs and coordinates development opportunities to strengthen job-related skills, performance, and customer service.
  • Promotes employee growth and development through coaching, mentoring, ongoing feedback, and recognition of individual and team achievements.
  • Manages employee performance through formal evaluations, performance appraisals, and recommendations regarding compensation, promotions, and terminations.
  • Communicates and enforces organizational policies and procedures, administering counseling, disciplinary measures, and corrective actions in partnership with management and Human Resources.
• Claims Procedures
  • Oversees claim investigations and resolution, making coverage determinations on matters ranging from simple to complex.
  • Ensures compliance with Commercial Auto claims procedures, company policies, and Department of Insurance (DOI) regulations across multiple states.
  • Oversees the timely investigation and resolution of DOI, company, and customer complaints.
• Casualty Litigation Oversight
  • Oversees the performance of internal and external counsel, ensuring effective management of defense costs, legal billing, and fee arrangements.
  • Manages client communications and collaboration on litigation matters involving the client, ensuring alignment on resolution strategies.
  • Monitors and reports on the status of extra-contractual cases to internal and external Executive Committees.
• Leadership & Culture
  • Creates a collaborative, inclusive and psychologically safe environment, demonstrating authenticity and fostering trust to inspire and empower team members and colleagues.
  • Actively shapes our company culture through words and actions (e.g., supporting employee resource groups, mentoring employees, volunteering, joining cross-functional projects, encouraging team member involvement in these activities).
  • Champions our cultural norms (e.g., willing to have cameras when it matters: interviewing candidates, building relationships with team members, etc.).
  • Translates our enterprise strategy and priorities for their team members to connect to the bigger picture.
  • Demonstrates a company ownership mindset, thinking beyond boundaries of their own area.
  • Travels as needed for role, including enterprise meetings, divisional/team meetings, and other in-person meetings.
  • Fulfills business needs, which may include investing extra time, helping other teams, etc.

Qualifications

• 5+ years of experience in progressively responsible professional and/or supervisory position within a claims environment.
• 7+ years of complex claims experience.
• Demonstrated technical expertise in handling casualty claims of varying complexity relevant to the adjuster roles supervised.
• High School (HS)/GED or 3-year customer service experience in a virtual environment leveraging internet, phone, and chat features.
• Must hold an Adjuster licensed for all applicable states or obtain license(s) within 90 days of filling position as a condition of employment.

Requirements

• Bachelor’s degree (BA/BS) in a related field.
• Two or more years of litigation experience, preferably involving Special Investigations Unit (SIU) claims.
• Professional designation or certification such as Associate in Claims (AIC), Chartered Property Casualty Underwriter (CPCU), or ICAR.

Benefits

• Total compensation package, annual bonus eligibility for most roles.
• 401(k) with a company match.
• Flexible Workplace: Remote-first culture with Home-Flex roles.
• Inclusion and Belonging: Fostering an inclusive and welcoming workplace.
• Sustainability: Taking action to build resilient communities and reduce environmental impact.