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

Role Description

As a Sr. Supervisor, Commercial Casualty 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 conclusion of claims.
  • Directs, supervises, and evaluates workflow of claims.
  • Monitors goals and targets for staff in support of department strategy, ensures department goals and objectives are met.
  • Provides technical expertise to adjusters. Reviews files with adjusters for coverage issue resolution, liability outcomes, proactive follow-up, and settlement authority.
  • Has accountability for decisions on coverage and liability claims of various complexity.
  • Manages phone queues.
  • Participates in Committee Review Process for appropriate specialty. Arranges and conducts meetings as required for the efficient operation of the department.
  • Ensures consistent and high-quality service levels through ongoing monitoring of file quality, customer service reports, surveys, and feedback for improvement.
  • Responsible for day-to-day application of organizational policies and procedures.
  • Communicates and enforces administrative policies, operating procedures, and safety rules.
  • Ensures compliance of company procedures and DOI regulations.
  • Oversees the daily operations of the business unit as well as multiple shifts in an operation that is open up to 7 days per week.
  • Recommends improvement to operational plans.
  • Ensures adequate staffing to meet department standards.
  • Works collaboratively with other departments on projects and offers assistance with expertise.
  • Produces Quality Assurance Reports (QARs).
  • Assists with recruiting and interviewing prospective employees and making hiring decisions.
  • Has shared responsibility and accountability for budgetary planning and results for business unit.
  • Will act as claims Liaison for commercial customers and brokers to build and maintain relationships.
  • Manages catastrophe response in multiple states.
  • Acts as subject matter expert for claim-related issues as well as legislative and DMV regulatory reviews and recommendations.
  • Conducts trend and competitive analysis focused on identifying process improvement opportunities.
• Performance Management
  • Conducts training needs analysis, coordinates training needs of employees, and ensures employees receive training relevant to their job duties.
  • Promotes growth and development of staff through informal coaching and mentoring as well as formal feedback and evaluation of staff.
  • Communicates and enforces administrative policies and operating procedures.
  • Recognizes employee achievements utilizing a range of rewards & recognition methods and programs.
  • Responsible for conducting performance appraisals and recommending salary actions including promotions and terminations.
  • Administers counseling, disciplinary procedures, and/or corrective actions in conjunction with management and Human Resources.
• Claims Procedures
  • Oversees the investigation and conclusion of claims.
  • Makes decisions on simple to complex policy coverage questions.
  • Responsible for compliance of all Commercial vehicle policies claim procedures and Department of Insurance regulations (multiple states).
  • Responsible for ensuring Department of Insurance, Corporate clients and customer complaints are resolved in a timely manner.
• 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.
  • Champions our cultural norms.
  • 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

• 3+ years of casualty or bodily injury supervisory experience within a claims environment.
• Technical experience in handling claims relevant to adjuster role(s) supervised.
• High School (HS)/GED or 3-year customer service experience in a virtual environment leveraging internet, phone, and chat features industry.
• Must hold an Adjuster license for all applicable states or obtain license(s) within 90 days of filling position as a condition of employment.

Requirements

• Experience handling Commercial Auto, Rideshare, and/or TNC claims.
• Bachelor's degree in related area or an equivalent combination of education and experience.
• Associate in Claims (AIC), CPCU and/or ICAR designations.

Benefits

• Total compensation package, annual bonus eligibility for most roles.
• 401(k) with a company match.
• Flexible Workplace with remote-first culture.
• Opportunities for career growth and development.
• Commitment to inclusion and belonging.
• Focus on sustainability and community resilience.