Position Overview
The APD Claim Supervisor provides coaching, development, training, supervision, and business result collection/analysis in a claim unit setting. They direct claim staff through proper investigation, evaluation, negotiation, and resolution of claims, including the maximization of all recovery opportunities, within the Company’s contractual and legal obligations while also ensuring timely service and appropriate payments to our customers.
This position manages up to eight direct reports comprised of claim professionals who primarily work in a hybrid arrangement and oversees the handling of routine to complex claims with specific limits and authority. The incumbent will also be responsible for controlling loss adjustment expenses with their unit. An extensive variety of daily written and verbal contacts with independent adjusters, agents, policyholders, and claimants, as well as frequent contact with body shops, medical facilities, attorneys, various vendors, underwriting personnel, marketing representatives, insurance department representatives, and banks.
Position Location & Details
This position will work from our Hastings, Michigan offices in a hybrid (combination of work-from-home and in-office) arrangement. However, consideration may be given to candidates who reside outside of the greater Hastings area to work in a remote arrangement. Generally, this position will work within our standard office hours of Monday-Friday, 8:00 am - 4:30 pm.
Position Duties & Responsibilities
- Leads and develops the claim unit including coaching, training, mentoring, developing, performance management, hiring, and disciplinary recommendations across multiple levels of experience.
- Works to continuously develop talent by creating opportunities for direct reports to develop new and sharpen existing skills.
- Complies with all state and federal regulations, Core Values, and established processes and guidelines.
- Provides direction and guidance to staff to ensure that they have sufficient knowledge and skill to provide exemplary customer service and resolve claims timely and equitably across all lines of business.
- Ensures that staff provides prompt and courteous service in accordance with department standards and corporate service goals.
- Actively monitors performance, and reviews open and closed claims to ensure that claims are handled according to Company policies and procedures, resulting in an equitable resolution within the Company’s contractual and legal liability.
- Supervises and controls the establishment of appropriate claim case reserves to ensure that future costs are accurately assessed, and the Company can determine its financial position.
- Handles or supervises outside vendors, high-valued claims, complex claims, or sensitive claims ensuring quality service and a high degree of technical expertise.
- Maximizes the utilization of company loss and expense-saving programs while directing and monitoring the use of outside vendors to ensure quality service and cost-effectiveness.
- Ensures that staff properly utilizes the Claim system of record to document all claim activity.
- Coordinates relevant claim information across departments such as Loss Control, Underwriting, and Marketing.
- Serves as an expert resource to others in the Claim department regarding coverage issues, reserves, exposure, settlement value, and strategy.
- Performs legal research; monitors and distributes pertinent changes in insurance law, tort law, or litigation practices.
- Develops relationships with Hastings agency force to ensure excellent customer service for our policyholders.
- Manages the salvage process to ensure timely recovery and improve company financial results.
- Ensures that subrogation opportunities are identified and pursued in order to minimize claim losses and maximize company results.
- Secure and/or maintain appropriate state license(s) and continuing education credits, as necessary.
- Actively participates in professional development.
- Other duties as assigned by leadership, either verbally or in writing.
Candidate Requirements & Qualifications
- A Bachelor’s degree or equivalent insurance education and work experience are required.
- A minimum of five years of claim experience, with increasing responsibility, is preferred.
- Prior leadership experience in a claim-handling setting is preferred.
- Professional designation or be actively working towards a designation preferred.
- Effective verbal and written communication ability.
- Excellent customer service, organization, prioritization, influence, conflict management, and teamwork skills.
- Demonstrated critical thinking skills and the ability to be decisive.
- Self-motivated with the ability to plan, prioritize, and complete tasks independently without close supervision.
- Ability to negotiate skillfully in demanding situations and effectively manage conflict while maintaining relationships.
- Computer experience (MS Office, Excel, Word, etc.).
- Adapts easily to new or changing assignments, priorities, requirements, or situations.
About Us
At Hastings Insurance, our balanced corporate strategy focuses on implementing emerging technologies, cultivating strong independent agency relationships, and providing the right products to our policyholders.
We seek to strategically grow our product lines and continue to expand geographically while maintaining our financial stability and innovative nature.
Our talented employees are dedicated to providing excellent customer service to our agent partners and policyholders. Many of our employees have been identified as industry experts, and we value the knowledge and skill that they contribute to our success.
For more than 135 years, Hastings has helped our customers protect their valued assets and rebuild after devastating losses. We are proud to be rated an A (Excellent) insurance carrier by A.M. Best Company.
Our Commitment as an Employer
We value the strength of a diverse and inclusive workforce. Hastings Insurance is committed to providing equal opportunity for all employees and candidates in a work environment that does not tolerate any form of discrimination or harassment. Decisions related to employment are based on business needs, position requirements, and individual characteristics without regard to appearance, nationality, origin, race, color, religion, gender, sexual orientation, age, body, disability, veteran, family, marital status, or any legally protected class.
Hastings Insurance seeks to provide reasonable accommodation to disabled individuals in the hiring process in compliance with federal, state, and local law. Candidates requiring accommodation to complete their job application or participate in the interviewing process are asked to notify the Talent Acquisition Specialist or contact us at 800-442-8277.
