The Assistant Vice President of Claims is responsible for leading and motivating the managers and staff of the Auto and Subrogation Claims Unit within the Claims organization. The large unit is comprised of auto physical damage, first/third party injury, and subrogation. The Assistant Vice President will execute programs to ensure fair and appropriate handling of Claims while maintaining high service and performance standards. They ensure their unit follows regulations and Company policy. The Assistant Vice President of Claims serves as a leader who positively influences their unit to adapt to change, creates an environment of teamwork, and entrepreneurial spirit. Provides technical direction to their unit and others in the Claims organization. As a member of the leadership team, the Assistant Vice President will interact throughout the organization to ensure their division contributes to the long-term success of Quincy Mutual Group. The Assistant Vice President of Claims sets the desired environment through demonstrations of accountability to the results and perception of the division, professionalism in all interactions, owns their personal development, and displays humility toward improving their performance and contributions to the Company.
Planning and Development
Commits to establishing the short- and long-term direction for their unit based on vision set by VP of Claims, accurate data, personal observation, known competitive advantages, set business goals, available resources, and provided budget.
Establish realistic goals in connection with corporate objectives that ensure the department supports overall growth and profitability.
Designs standards and metrics to ensure that loss cost goals are achieved while ensuring that quality and service standards are maintained and enhanced.
Partner with Underwriting Leadership to ensure continuous two-way communication relating to claim advisories, coverage issues, and staff development.
Ensures appropriate processes are followed for accurate and consistent reserving and claim settlements. This includes timely and appropriate resolution of demands, handling total losses, answering complaints, and adjudication of claims.
Holds large loss meetings to ensure proper review and consideration of large / complex claims and to provide a training opportunity for staff and emerging leaders.
Creates collaborative relationship with Quality Assurance and Trainer to support appropriate training and corrective action to quality assessments.
Able to understand the vision from multiple perspectives, adapting communication & actions to guide others.
Supports the entire vision, generating buy-in across their unit.
Hire, develop, and manage staff to create an engaged, motivated, high performing results-oriented team.
Create and maintain a positive culture that promotes empowerment, encourages staff to challenge the status quo and identify areas of improvement, and fosters an entrepreneurial spirit.
Assess existing employees’ skills and competencies ensuring talent is aligned with company’s strategic vision.
Drive learning and development through working with officers, managers, and staff to identify strengths and development needs of individuals and the department. Regularly discuss plans, encourage career development opportunities, and champion initiatives for staff growth.
Engage with company leadership to understand top talent across the organization, engage with top talent and actively promote opportunities for cross department development.
Technology, Reporting, and Analytics
Through observation, feedback, and analysis of data, proactively identifies opportunities to improve performance, creating and implementing sound tactics to resolve the gap.
Identifies and recommends appropriate technology to support accurate and efficient claims handling and reporting.
Stays abreast of industry trends and standards to ensure claim platform evolves to meet the needs of the organization, and our agents/insureds.
Creates regular reports for unit and senior leaders, displaying activities, outcomes, and key performance indicators that track results against objective goals.
Develop and implement digital dashboards and metrics to improve staff awareness of performance and areas requiring stronger attention to claim processing.
Conducts annual audits of outside adjusters, involving a diverse and objective team to assist in providing detailed reports and recommendations to the VP of Claims.
Manages independent adjuster supervisors to monitor, direct, measure performance, and resolve any matters with independent adjusters and appraisers.
Monitors, measures performance, and resolves matters with claim vendors, including software services, to ensure successful business outcomes.
Fosters strong relationships with independent agents and agencies that represent the Company.
Responsible for the oversight of vendor compliance including staffing commitments, deliverables, deadlines and costs.
* This job description is not all inclusive and may include additional duties.
Requires a 4-year college degree. Advanced degree and professional designation desired.
Minimum of 15 years of progressive insurance experience handling personal and commercial lines automobile losses including physical damage, property damage liability, first/third party injuries, and subrogation. Must have 10 years of management experience involving coverage and liability issues, including litigation.
Experience leading other leaders, coaching performance, and achieving successful organizational change as a senior leader required.
Above average proficiency with Microsoft Word, Excel, and Power Point.
Computer proficiency is required, including use of video conferencing technology.
Evaluate personal auto, property and liability risks for acceptability in accordance with company underwriting guidelines and philosophies. Build positive relationships with agents and team members to achieve department and company goals. Assist underwriters in an engaging team environment.
Provide strong operational support to ensure insurance product transactions are completed accurately and in a timely manner. Identify opportunities to improve productivity and processes within the department and assist in the development and implementation of these methods. Complete individual tasks in a timely and accurate manner while also contributing to a team environment by accomplishing additional job-related responsibilities.
Support underwriters in reviewing and evaluating homeowner, automobile, and personal umbrella based on established guidelines to assess risks for such items as adequate coverage, type, amount, location of risks, and proper pricing.
Assist with the processing of new business applications, renewals, endorsements, cancellations, reinstatements and non-renewals.
Review transactions to determine proper methods of processing.
Verify data and perform technical tasks in the data processing function.
Examine, revise, approve, and dispatch input and output materials according to established specifications.
Order and review miscellaneous reports needed in the rating and underwriting processes, such as Motor Vehicle Reports, loss history reports, credit checks, outside inspections, loss control, etc.
Develop productive relationships with the assigned agents by providing timely and professional customer service to facilitate the business processes.
Develop an understanding of assigned agents’ book of business to better apply analytical tools and metrics for decision making.
Contribute to effective marketing of company products and the development of essential agent engagement through the delivery of a high level of customer service.
Field and answer call overflow from underwriters in a prompt manner.
Handle escalated calls, exercising good judgment to make appropriate, respectful recommendations.
Proactively identify ways to improve processes and efficiency.
Assist with the training and mentoring of junior team members.
Maintain organized and fully-documented Underwriting Files and databases on specific customer information and inquiries.
Complete quality control checks of assigned product lines.
Ensure responsibilities are completed accurately and in a timely manner.
This job description is not all-inclusive and may include additional duties as required
Minimum of one year of processing experience/exposure to property and casualty underwriting.
The Customer Service position provides an exciting and challenging opportunity to work in a dynamic and fast-paced Customer Service environment.
The Customer Service Representative will excel in customer service, directly impacting our customers and agents and demonstrating a true commitment to customer service excellence through positive, effective, and diplomatic oral and written communication skills.
The Company is willing to train candidates that the meet the education and experience required through on the job training and our fully funded Tuition Reimbursement program. A candidate for this position should be comfortable using virtual meeting applications for the purposes of training, coaching, and mentoring from the department manager.
Initial training for this role will be onsite. There is an option for a hybrid work schedule, with in-office days on Tuesdays & Thursdays, when the introductory training period concludes.
CUSTOMER SERVICE ACCOUNTABILITIES:
Education & Experience
*Role could be filled at Associate Injury Claims Adjuster, Injury Claims Adjuster, or Senior Injury Claims Adjuster depending on selected candidate’s skills, experience, and knowledge
The Injury Claims Adjuster is responsible for timely and accurate adjudication of commercial and personal lines automobile injury claims. The position requires the adjuster to appropriately investigate claims beginning with coverage and liability, evaluate damages, negotiate, and settle such claims. The Injury Claims Adjuster maintains appropriate licensure to adjust claims where required. They ensure they adjudicate claims and act in compliance with regulations, laws, and Company policy.
As a member of the injury claims team, the Injury Claims Adjuster exhibits accountability, teamwork, professionalism, personal development, and proactivity toward improving performance and contributions to the Company’s success. They act with great integrity, professionally engaging internal and external customers.
Technology & Information
Four-year degree preferred. Insurance coursework preferred.
Adjuster licenses: Rhode Island, Connecticut, Florida, and Texas within 90 days of hire.
EXPERIENCE:Minimum of 2 years of third-party automobile injury claims experience as an adjuster.
Working knowledge of medical tests, signs, and procedures.
Average proficiency with Microsoft Word.
Computer proficiency is required, including use of video conferencing technology.
The Injury Claims Manager is responsible for day to day leading and of assigned team comprised of first and third party injury adjusters. The team is focused on resolving personal and commercial automobile first party claims involving Personal Injury Protection/Medical Payments exposures and investigating, evaluating and settling third party injury claims. The Injury Claims Manager exercises considerable critical thinking skills, judgement, and initiative in the proper resolution of claims. They are responsible for the consistent delivery of high quality claim handling and customer service from their team of 6-8 claim examiners. The Injury Claims Manager ensures their team is in compliance with regulations, Company policy, and all applicable licenses required for adjusters. They are a leader who positively influences their team, coaching and guiding staff through changes in the organization and industry. The Injury Claims Manager creates an environment where teamwork and entrepreneurial spirit flourish, resulting in outstanding achievement of team, unit, division and Company goals.
As a member of the leadership team, the Injury Claims Manager sets the example for an environment built on accountability, teamwork, professionalism, personal development, and proactivity toward improving performance and contributions to the Company’s success. Possesses the ability to act with great integrity, professionally representing the organization to internal and external customers, safeguarding systems and information within their control against fraud, malware, and cyberattacks. Maintains strict confidentiality with sensitive information and handling of employee matters.
Achieves quality, productivity, and acceptable customer service results by following leading practices and procedures, management direction, and effective performance management of their team.
Ensures communication with internal and external customers is professional and timely.
Reviews all demands and responses to ensure appropriate processes are followed for accurate and timely responses.
Upon identification of complex claim matters, including coverage and liability issues, denials or offers below requested demand, escalates claim for discussion at weekly round table.
Provides adjusters with appropriate settlement authority, escalating claims to AVP of Claims when the value exceeds their authority.
Identifies and aligns resources for their team to ensure appropriate staffing and coverage for workload and service to customers and agents.
Effectively responds to concerns and complaints with a solution mindset, learning from each encounter for the benefit of the Company and others.
Responds verbally and in written form to insurance department inquiries, customer complaints, and 93A letters.
Identifies and manages concerning performance or personnel issues in a proactive manner, involving the AVP/VP of Claims and Human Resources when appropriate.
Training and Coaching
Ensures all potentially fraudulent activity is reported to the Special Investigations Unit.
Reviews Company reports, including claim information gathered through various sources, to understand and be able to appropriately share insight and feedback to their staff.
Monitors staff activity and outcomes through use of observation, various systems and reports, providing direction and support in a timely manner.
Partners with Quality Manager to ensure Medicare and other regulatory reporting is completed in accordance with the law.
Minimum of 3 years of first and third party automobile injury claims experience as an examiner. Must have 5 years of recent management experience in a customer facing role within an insurance company.
Successful career of leading others through change, coaching performance, and consistently achieving goals.
Average proficiency with Microsoft Word, Excel, and Power Point.
Responsible for developing and managing a profitable book of business by collaborating with the Personal Lines team and Marketing team and building productive relationships with assigned agents. Evaluates personal auto, property, and liability risks for acceptance, denial, or amendment in accordance with company underwriting guidelines. Works with the team and other departments to identify and develop business opportunities for profitable growth. Uses existing analytical tools to execute sound underwriting and business development decisions and identify other tools, dashboards, and analytics to enhance future performance. Works collaboratively with internal stakeholders to accomplish department and corporate goals. Trains agents and underwriting staff to ensure consistency with established procedures and guidelines. Enhances agent’s’ knowledge of Quincy’s products to maximize business outcomes.
Training for this role will be onsite 3-4 days per week. There is an option for a hybrid work schedule, with in-office days on Tuesdays & Thursdays, when the training period concludes.
Open to considering an Underwriter II based on experience.
Front Line Underwriting and Communication
Relationship Building and Business Development
Business Insight, Analytics and Process Improvement
Three to five years experience in property and casualty insurance, with at least two years of practical exposure to desk underwriting.
The Senior Software Developer is responsible for developing a broad scope of system solutions for user requests at an established Property and Casual insurance carrier. The position works within the full development cycle, from specification review to successful production deployment, in a hybrid, team-oriented work environment.
This position currently follows a hybrid work schedule, with in-office days on Tuesdays & Thursdays.
System Maintenance and Enhancement
Incorporate project life cycle techniques to assigned projects:
Initial Investigation & Specification review, including input from users.
Make recommendations to effectively meet or improve users’ needs.
Apply code and database modifications as per the final specification document.
Unit test modifications to ensure all specifications are satisfied.
Oversee User testing process, adjusting modifications as needed.
Obtain user signoff and move modifications to production, ensuring all modifications are working as outlined in specifications.
Adhere to development standards and procedures including but not limited to controls, flowcharts, documentation (change management), and system naming conventions.
Train and coach programmer analysts and junior programmer analysts on an as needed basis.
Assist in the event of a disaster/serious system problem, as a backup to operations when required.
Be available for pre-scheduled (2-3 yearly) “ON-CALL” to ensure the timely completion of the daily & month-end cycles.
Work with outside vendors on specifically assigned projects.
Stay abreast of industry trends to knowledge share and brainstorm with members of IT team.
Other duties as assigned.
This job description is not all inclusive and may include additional duties if needed.
Bachelor’s degree in Computer Science or equivalent.
Five years PYTHON (or similar scripting language).
Five years SQL development.
Two to three years Property/Casualty Insurance background.
COBOL experience is a plus
Quincy Mutual is committed to giving back to the community. Together with our employees and charitable partners, we strive to make a positive impact on the community.
Resumes and inquiries may be submitted:via email to:firstname.lastname@example.org fax to:617-770-5206via mail to:Quincy Mutual Fire Insurance CompanyAttn: Human ResourcesP.O. Box 690392Quincy, MA 02269-0392Thank you for your interest in working for Quincy Mutual. We are an Equal Opportunity Employer.