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.

PRINCIPAL ACCOUNTABILITIES:

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.

• Exhibits strong technical knowledge through effective communication delivery methods and appropriate outcomes.
• Maintains a pulse on loss costs, adjusting with efficiencies and oversight.
• Possesses the ability to navigate through prioritization of strategies, initiatives, objectives and projects by providing specific plans to close gaps and adjusting course, when appropriate.

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.

• Partners with Compliance & Quality in the development and support of the quality assurance and training team.
• Ensures needs are clearly communicated with Quality Assurance Manager and trainer resulting in desired outcome.
• Takes responsibility for providing training and reinforcing necessity to learn and implement new information from learning opportunities. Holds unit accountable for attending all training opportunities.
• Assesses performance of subrogation efforts and results, addressing deficiencies and gaps, celebrating year over year improvement in recoveries and defensive successes.
• Ensures all potentially fraudulent activity is reported to the Special Investigations Unit.

Unit Oversight

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.

• Creates an environment where collaboration, innovation and modernization are welcomed from every perspective, stewarding ideas and recommendations through the proper channels to provide the utmost support for the needs of their division, customers, and agents.
• Ensures all Company policies are followed, leveraging individual differences to champion a diverse, inclusive, caring, and trusting work environment for all.
• Decisions demonstrate inclusive behavior, driving a teamwork approach to accomplish goals and the success of the Claims organization.
• Identifies and aligns resources for their division, maintaining accountability responsibilities that establish clear and consistent processes, procedures, expectations, and a sense of urgency aligned with the vision and goals of the Claims organization.
• Identifies and manages concerning performance or personnel issues in a proactive manner, collaborating with the VP of Claims and Human Resources when appropriate.
• Effectively responds to concerns and complaints with a solution mindset, learning from each encounter for the benefit of the Company and others.

Able to understand the vision from multiple perspectives, adapting communication & actions to guide others.

Supports the entire vision, generating buy-in across their unit.

• Effectively communicates strategic concepts and operational objectives, incorporating qualitative and quantitative information to convey a compelling narrative for others to learn, be inspired and act.
• Seeks to fully understand others, assessing recommendations and situations to appropriately acknowledge and bring those aligned with the vision and goals of the division, Claims organization, and Company.
• When confronted with negativity, lack of accountability or integrity, able to refocus the situation on a productive and corrective path.
• Works with Auto claims managers and outside counsel on claims coverage issues, including investigations of complex liability and alternative dispute resolution.
• As a role model, provides the unit with standards of behavior in situations involving challenge or disagreement. Demonstrates great resilience, grace, and a solution-based way of resolving matters and moving forward together.

Team Development

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.

• Develops and maintains positive relationships and consistent communication with Company leadership, utilizes interactions to produce confidence in the Claims organization.
• Provides unit with guidance, training, tools, and resources connecting the purpose of their work to the goals of the Company and Claims organization. 

Engage with company leadership to understand top talent across the organization, engage with top talent and actively promote opportunities for cross department development.

• Works with other leaders and subject matter experts to determine gaps, solutions to fill them, and the appropriate delivery method.
• Creates opportunities to reskill, upskill and cross-train others, actively seeks to attract internal and external talent to the Claims organization.
• Highly values the incremental improvements and sustained success of others, championing the efforts to demonstrate timely, equitable and appropriate recognition for their achievements.

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.

• Demonstrates solid critical thinking skills, able to positively influence others through facts and genuine relationships.
• Thoroughly supports organizational change to bring about consistent, positive experiences for Claims division, customers, and agents.

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.

• Provides leading practices updates to Compliance & Quality pursuant to observations, feedback, or audit findings.
• Utilizes data from various sources to compile and analyze trends and behaviors to support their recommendations.
• Creates a cost benefit analysis providing the substantiation of requests for deviations to budgeted items, including staffing, vendor usage, projects, and IT hours.

Vendor Management

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.

• Partners with Compliance & Quality to ensure Medicare and other regulatory reporting is completed accurately and timely.
• Ensures good quality, superior customer service, and value-added services are provided by all vendors.

* This job description is not all inclusive and may include additional duties.

JOB REQUIREMENTS:

EDUCATION:

Requires a 4-year college degree.  Advanced degree and professional designation desired.

EXPERIENCE:

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.

SKILLS:

• Exceptional communication and collaboration skills demonstrated through positive, productive relationships with business partners, regulators, auditors, Company employees, internal and external customers.
• Able to create a positive work experience for others in both in-person and hybrid environments.
• Able to problem solve through conducting research, using critical thinking, analytical and organizational skills.
• Evaluates risks at a superior level, gauges effectiveness of programs and procedures, and identifies opportunities for mitigation and improvement.
• Possesses transformative leadership skills, approaches duties with a teamwork mentality, able to positively influence others, takes initiative, exhibits appropriate level of urgency, and executes their responsibilities with precision. 
• Thorough technical knowledge of coverage, investigation, evaluation and resolution of claims, including general, special, and punitive damages.
• In-depth technical knowledge of medical terminology, tests, and signs.
• Significant experience in change management and claims transformation.
• Sets realistic and stretch goals, delegates effectively, coaches, and trains others.
• Provides timely feedback and monitors performance of all staff within their unit.
• Seeks to improve others performance through various types of development opportunities.
• Actively participates in development and succession planning, supporting and promoting their staff.
• Demonstrates reliability and dedication to fully execute responsibilities of the role, overcoming obstacles with tenacity, transparency, and leadership courage.
• Presents information in a thoughtful, factual manner to engage their audience resulting in the desired outcome.
• Removes barriers and obstacles for others through use of appropriate influence and negotiation.
• Detail oriented, able to refine documents into a final version of professional work product.

Computer proficiency is required, including use of video conferencing technology. 

POSITION SUMMARY:

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.

PRINCIPAL ACCOUNTABILITIES:

Underwriting Support

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.

Agent Relationships

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.

Other Responsibilities

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

JOB REQUIREMENTS:

EDUCATION:

• Bachelor’s degree, or equivalent combination of education and experience.

• Property & Casualty insurance courses preferred.               

EXPERIENCE:

Minimum of one year of processing experience/exposure to property and casualty underwriting.

SKILLS:

• Excellent written and verbal communication and interpersonal skills, including the ability to effectively communicate with internal and external customers and in a team environment.

• Experience with Microsoft Office, including Word, Excel and Outlook

• Basic knowledge of underwriting guidelines and rating an added benefit

• Detail oriented and ability to multi-task while meeting deadlines and achieving expected levels of quality and accuracy.

• Ability to adapt to change in a fast-paced environment and handle multiple priorities

• Analytical and mathematical skills to evaluate discrepancies in manually prepared and/or system-completed transactions and  to interpret underwriting instructions accurately

• Ability to evaluate and identify the information required to make good underwriting decisions

• Willingness to learn, apply, and increase knowledge in broad range of insurance laws, company policies, computer systems, and procedures relating to underwriting and operational procedures. 

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:

Communication

• Communicates over the telephone in a courteous and pleasant manner, projecting confidence with a positive tone.
• Ability to defuse negative situations with professionalism and maturity

Job Knowledge

• Able to thrive in a fast-paced learning environment and will quickly gain knowledge of company billing, claims, and underwriting procedures
• Researches and analyzes billing, claims, and underwriting issues.
• Resolves problems that require judgment based on company guidelines and philosophies in a timely manner.
• Identifies trends and reports items to appropriate management.
• Applies knowledge of company processes to explain requirements to callers.
• Initiates account changes and corrections based on customer requests.

Other Responsibilities

• Excellent problem solving skills and the ability to resolve issues without escalation

Education & Experience

• Desired candidates will have 4 year work related Degree preferred.
• Prior work experience in customer service is preferred.

*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

POSITION SUMMARY:

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.

PRINCIPAL ACCOUNTABILITIES:

Adjudication

• Applies appropriate policy, regulations, and law to each claim.
• Considers each claim based upon its merits, approaching adjudication to suit the needs of the claim.
• Contacts all interested parties, interviewing, and collecting pertinent information.
• Maintains open communication with insured, unrepresented parties, their attorneys, agents, and other interested parties.
• Establishes adequate and timely reserves according to the known facts and circumstances involved in the claim.
• Able to review, digest, analyze, and provide synopsis and recommendations for further handling from medical records, investigative reports, statements, and other material or communication.
• Evaluates the casual relationship of injuries to the accident, including the mechanism of injury and any exacerbation of previous condition/injury.
• Completes injury evaluations and negotiates settlements in good faith, ensuring fair and equitable settlements.
• Assists interested parties with understanding the claim process.
• Documents the claim file with facts and recommendations in a timely manner.
• Exhibits sense of urgency to assess claims and demands for potential new or excess exposures.
• Responds to inquiries and demands promptly.
• Reports all potentially fraudulent activity to the Special Investigations Unit.
• Actively seeks opportunities for potential subrogation, ensuring information sent to Subrogation team is of high-quality and ready for pursuit of recovery.
• Escalates complex or potential litigated matters to their management in a timely manner.

Owning Performance

• Accountable for working within their authority to make sound decisions.
• Achieves quality, productivity, and acceptable customer service results by following leading practices and procedures, management direction, and professional behavior.
• Upon identification of questions or concerns, seeks guidance immediately.
• Learns from feedback, training, direction, and observations to improve their performance.
• Identifies areas of opportunity to develop, creating realistic and timely activities to resolve the gap.
• Keeps abreast of industry trends, including new case law.
• Attends and participates in all mandatory training.
• Offers solutions to problems and concerns.

Teamwork

• Exhibits a positive, collaborative attitude toward assisting others to achieve favorable outcomes.
• Seeks to understand others, building relationships across the claims team.
• When confronted with negativity, able to refocus the situation on a productive and positive path.
• With minimal supervision, helps others when appropriate, ensuring the team reaches their goals.

Technology & Information

• Safeguards systems and information within their scope of work against misuse, fraud, malware, and cyberattacks.
• Maintains strict confidentiality with sensitive information.
• Utilizes resources provided by the Company to appropriately adjudicate claims.
• Participates during user acceptance training, providing specific feedback to the implementation team on gaps requiring attention.

JOB REQUIREMENTS

EDUCATION:

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.

SKILLS:

• Able to resolve concerns and disputes with appropriate conflict resolution skills.
• Utilizes sound negotiation techniques.
• Adjusts approach at working with others based upon environment, topic, or audience.
• Proactively shares information and knowledge with others.
• Able to use critical thinking skills throughout the course of adjudicating claims.
• Detail oriented, able to focus on the facts of a claim to make sound recommendations and decisions.
• Communicates, verbally and in writing, in a professional manner.
• Sees change as an opportunity to move forward, making tasks more efficient and improving the quality of services offered by the Company.
  

POSITION SUMMARY:

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.

PRINCIPAL ACCOUNTABILITIES:

Planning

• On a daily basis, manager provides team clear goals and solutions to overcome challenges impacting the completion of work and customer service.

• Team demonstrates consistent adherence to ensuring the customer receives fair claim resolution through proper adjudication of each claim. Reinforces adherence through the phases of quality first contact, investigation of the facts of loss and any potential liability exposures, evaluation of damages, development of appropriate claim payments and timely communication with the customer.
• Ensures each adjuster is fully trained with the support of the Quality Assurance team and Human Resources. Fully responsible for development plans regardless of adjuster experience level from creation through completion.
• Anticipates needs of their team including staffing, resources, and engagement. Actively seeks guidance or assistance to resolve the need.
• Engages their team to be aware and knowledgeable of their impact on others and the Company’s success while instilling a sense of desire to adapt to change and the evolving needs of the customer and agent.
• Serves as the liaison between Compliance, Quality Assurance, and IT for Medicare reporting.
• Coaches team members to ensure injury evaluations contain appropriate level of detail explaining any causal connection to the loss and how the injury was sustained, resulting in a recommendation for authority to resolve the claim.
• Actively seeks ways to continually provide learning opportunities surrounding human anatomy, mechanism of injury, diagnosis, treatments, medical tests, and signs.
• Shows great care in holding the team accountable for assessing different types of coverage issues and alleged damages sustained in a loss as demonstrated by the claims examiner during the phases of investigation, evaluation, and resolution.
• Mitigates unnecessary litigation and expenses through a variety of alternative methods.
• Participates in projects, initiatives, and activities to support service and process improvements.
• Manages time to allow for leadership activities and availability for self-development.
• Attends and participates in industry related conferences, seminars, and webinars. Provides highlights and resources gathered during the experience to others for the benefit of the Company.

Team Oversight

Leadership

• Creates a positive environment where collaboration, modernization, and optimization are welcomed from every perspective, stewarding ideas and recommendations through the proper channels to provide the utmost support for the needs of their division, customers, and agents.
  • Leverages individual differences to champion a diverse, inclusive, caring, and trusting work environment for all. Encourages staff to professionally challenge the status quo, identify improvements, and provide suggestions to implement solutions.

• Decisions demonstrate a solid appreciation for improving performance of their team while promoting a teamwork approach to accomplish goals and the success of the Claims organization.

• Accountable for working within their authority to make sound decisions.

• Able to understand the vision and provide staff clarity to connect their role to the purpose of their work. Supports the entire vision, generating buy-in across their team.

• Demonstrates solid leadership courage, able to communicate with others to address sensitive issues in a timely, appropriate manner while inspiring others to do the same.

• Understands how to tactfully initiate difficult conversations with others, demonstrated through providing feedback or instruction in a constructive, helpful manner resulting in desired change.

• Seeks to fully understand others, building relationships across the Company to support the success of their team and unit.

• When confronted with negativity, lack of accountability or integrity, able to refocus the situation on a productive and corrective path.

• Sets the example for others by serving the needs of their team before their own.

• Escalates concerns to appropriate leader or Human Resources in a prompt manner.

• Empowers others through praise, recognition, and follow through on promises. Reengages others to their role and responsibilities by positive reinforcement, coaching, and consistent interactive dialogue.

Managing Performance

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.

Team Development

Training and Coaching

• Creates collaborative relationships with Quality Assurance and Trainer to support appropriate training and corrective action to quality assessments findings.
• Provides adjusters with direction on technical claim matters, coaching them to incorporate what they learn into their work product with minimal to no further supervision.
• Owns the needs of their adjusters, relentlessly seeks opportunities to improve performance through their experience, knowledge, and resources.
• Performs weekly check-in’s, monthly one on one’s to discuss personal development, necessary performance related meetings, and quarterly engagement sessions.

Talent Management

• Responsible for identifying internal and external talent to join the Claims team. Partners with Human Resources to attend career fairs and other events where candidates may be found.

• Hire, develop, and manage staff to create an engaged, motivated, high performing results-oriented team.

• Knows members of their team, their talents, how and where they contribute best, and ho to motivate them to success.

• Assess existing employees’ skills and competencies ensuring talent is aligned with expectations of their role.

• Drive learning and development through working with other managers and staff to identify strengths and development needs of individuals and their team. Regularly discuss plans, encourage career development opportunities, and champion initiatives for staff growth.

• Develops and maintains positive relationships and consistent communication with Company leadership, utilizes interactions to produce confidence in the Claims organization.

• Provides unit with guidance, tools and resources connecting the purpose of their work to the goals of the Company and Claims organization. 

• Creates opportunities to reskill, upskill and cross-train others, actively seeks to attract internal and external talent to the Claims organization.

• Fully understands the Company resources to effectively coach, recognize, and reward their team members.

• Intentionally develops individual team members, recognizing their career potential and challenges, knowing it is their responsibility to prepare them for current and future roles.

• Gives great consideration and thought into writing and administering yearly performance evaluations.

Technology, Reporting, and Analytics

                Technology

• Identifies and suggests options for technology and resources to support accurate and efficient claims handling and reporting.

• Stays abreast of industry trends and standards that ensures claims adjudication evolves to meet the needs of the organization, and our agents/insureds.

• Leads by example, learning and applying technology and workflow efficiencies to encourage and support their staff.

• Participates during user acceptance training, providing specific feedback to the implementation team on gaps requiring attention. Shares benefits, limitations, and expectations of the released product with their adjusters in a manner to encourage quick, healthy adoption.

Reporting

• Creates consistent, high-quality reports to assist in conversations with adjusters and others in relation to performance against baseline metrics.
• Pays attention to details and timeliness of regulatory reporting to ensure information shared is accurate.
• With minimal assistance, creates basic cost benefit analysis for recommendations to improve processes, add functionality to systems, or request adjustments to staffing.
• Communicates risk and coverage issues with Underwriting partners in a constructive and timely manner.

Ensures all potentially fraudulent activity is reported to the Special Investigations Unit.

• Actively seeks opportunities for potential subrogation, verifying submitted claims are of high-quality and ready for the Subrogation specialist to pursue a recovery.

Analytics

• Reviews readily available data throughout the day to keep a pulse on claim activity.
• Able to identify trends through independent review of data, proactively taking steps to improve performance and desired outcomes.

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.

Vendor Management

• Provides AVP/VP of Claims feedback on performance of claim vendors to ensure successful business outcomes.
• May be a liaison for a vendor on behalf of the Claims team, responsible for ensuring communication channels are open and feedback on performance is handled appropriately by the vendor.

Partners with Quality Manager to ensure Medicare and other regulatory reporting is completed in accordance with the law.

* This job description is not all inclusive and may include additional duties.

JOB REQUIREMENTS:

EDUCATION:

• Four-year degree preferred. Insurance coursework preferred.

• Adjuster licenses in Rhode Island, Connecticut, Florida, and Texas.

EXPERIENCE:

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.

SKILLS:

• Role model in conflict resolution skills, taking initiative to identify and take action with minimal supervision.
• Acts as a change agent, supporting and refocusing others on transforming their behavior and actions in order to fully support change.
• Willingness to take on difficult, complex tasks or projects without hesitation.
• Approaches their work as a leader with the intent to link feedback, requests and work to a quantitative goal/objective.
• Adjusts their approach based upon the environment, topic, or audience.
• Builds and fosters relationships grounded in trust, respect, and genuine interest in working toward fulfilling goals/objectives.
• Proactively shares information and knowledge with others, placing the value of their team’s success ahead of their own.
• Able to create a positive work experience for others through in-person and hybrid environments.
• Able to problem solve through conducting research, using critical thinking, analytical and organizational skills.
• Demonstrates reliability and dedication to fully execute responsibilities of the role.
• Removes barriers and obstacles for others through use of appropriate influence and collaboration with other leaders and business partners.
• Detail oriented, able to refine documents into a final version of professional work product.
• Computer proficiency is required, including use of video conferencing technology. 

POSITION SUMMARY:

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.

PRINCIPAL ACCOUNTABILITIES:

Front Line Underwriting and Communication

• Conducts front line underwriting of auto and property risks using expert knowledge of policy coverages, company guidelines, systems and philosophies while integrating advanced portfolio management and analytics into underwriting actions.

• Uses expert judgement to make decisions and effectively conveys appropriate messaging based on the audience in a professional manner.

• Approaches business entrepreneurially to achieve Personal Lines and corporate goals.

• Executes strategically to identify and resolve threats and take advantage of opportunities.

• Promotes continual self-learning, remain informed of competitive and industry trends. Actively shares knowledge across internal and external stakeholders.

• Communicates strategically with all stakeholders.

• Provides excellent and responsive customer service to agents.

Relationship Building and Business Development

• Actively engage internal and external stakeholders to build rapport and productive relationships while promoting teamwork and collaboration to address challenges and drive improvement.  

• Partners with Marketing and Management to actively support marketing activities by developing and strengthening agent relationships to ensure an understanding of market appetite, quality and profitability of submissions, service standards, and underwriting or product changes.

• Develops and maintains strategic and mutually beneficial relationships with agents, setting goals and providing training and tools to achieve business goals.

• Utilizes available business data to identify opportunities to grow, improve profitability, and resolve challenges.  

• Readily adapts to and effectively manages changing priorities and new inputs to situations and our business needs.

Training

• Utilizes expert knowledge of Quincy business appetite, products, systems and workflows to effectively train and support company staff and agents.

• Mentors fellow team members by sharing knowledge and experience. Build the knowledge of internal staff with a focus on meeting business unit and corporate business goals. Assist in on-boarding of new staff.

• Works with Marketing to plan and lead training of agency staff to understand our business appetite, system, products and value proposition.

• Conducts the necessary follow-up review of trainee's work and provide feedback and additional training as necessary.

• Effectively plans and conducts training based on the needs, experience and responsibilities of the audience and perform the appropriate follow-up to answer any outstanding questions or concerns.

Business Insight, Analytics and Process Improvement

• Apply expert knowledge of key business drivers and utilize available business intelligence to analyze and evaluate book metrics to identify opportunities or challenges. Consider potential strategies and prioritize underwriting actions to achieve corporate goals.

• Effectively communicates and message to stakeholders the key elements which support our market appetite and that drive our growth and profitability.

• Remains informed of competitor's market presence, regulatory changes and gauge potential impact on our organization. Considers and propose changes to our products or platform to improve competitive position and ease of doing business.  Participates in rate filings, systems changes or market analysis.

JOB REQUIREMENTS:

EDUCATION:

• Bachelor’s Degree or the equivalent work experience in the insurance field.

• Professional designation of Chartered Property Casualty Underwriter is preferred.

EXPERIENCE:

Three to five years experience in property and casualty insurance, with at least two years of practical exposure to desk underwriting.

SKILLS:

• Must have considerable knowledge of insurance laws, company policies, and procedures relating to underwriting.

• Strong analytical skills are required with the ability to evaluate and identify the information required to make good underwriting decisions is required. 

• Must have excellent communication skills and interpersonal skills.

POSITION SUMMARY:

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.

PRINCIPAL ACCOUNTABILITIES:

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.

Production Support

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.

Other Responsibilities

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.

JOB REQUIREMENTS:

EDUCATION:

Bachelor’s degree in Computer Science or equivalent.

EXPERIENCE:

Five years PYTHON (or similar scripting language).

Five years SQL development.

Two to three years Property/Casualty Insurance background.

COBOL experience is a plus

SKILLS:

• Analyze problems and develop well thought out solutions.

• Communicate effectively and patiently both verbally and in writing, convey solutions and results with team members and non-technical stakeholders.

• Ability to balance results/output across key data points.

• Move assigned projects to completion with minimal supervision.

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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:
talentacquisition@quincymutual.com

via fax to:
617-770-5206

via mail to:
Quincy Mutual Fire Insurance Company
Attn: Human Resources
P.O. Box 690392
Quincy, MA 02269-0392


Thank you for your interest in working for Quincy Mutual. We are an Equal Opportunity Employer.



 
    
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