Remote (St. Cloud, MN, USA)
Supervises the daily operations of adjusters in Reinsurance Adjuster Program to ensure consistent, professional claims handling service is provided to member mutuals enrolled in the program. Provides property claims handling services to mutuals in territory in order to provide additional coverage as needed.
Primary territory for this position will be in areas near St. Cloud, Minnesota. This position is based out of a home office with a company-provided vehicle for travel to the claim sites. Grinnell Mutual employees and their family members enjoy a comprehensive health benefits package that reduces premiums for commitment to a healthy lifestyle, along with a full suite of disability and life insurance and a 401(k) program with a company match.
- Supervises assigned adjusters to ensure a quality claims product is delivered to member mutuals. Audits and evaluates files, territories, and claims loads to ensure adjusters are able to meet quality and customer service requirements of mutual customer and reinsurance adjuster program.
- Maintains professional working relationship with mutuals and agents as representative of the company utilizing both personal and electronic communication. Refers back to the home office for services beyond scope or can be better provided by another division.
- Determines coverages, investigates, evaluates, negotiates, and equitably settles claims as required based on claim count and territory coverage needs. Works in accordance with company policies and procedures and maintains communication with mutual manager to ensure satisfaction with claim adjusting services.
- Resolves problems and complaints in a timely manner to ensure customer needs are met while protecting the interest of the company. Provides solutions in a manner that increases trust and maintains the relationship.
- Monitors reserves set by assigned adjusters to ensure they are set at a reasonable level to cover financial obligations of Grinnell Mutual and the reinsurance division.
- Coordinates contingency staffing when needs arise due to storms, vacations or other absences which may include activating CAT team or independent adjuster.
- Performs other duties as assigned.
- Provides supervision to field adjusting team (typically 5-12). Duties may include hiring qualified talent, delegating and assigning work, effective communications, problem resolution, evaluating performance, and recommending personnel actions; or motivating employee to achieve peak productivity and performance.
- Manage territory to balance adjuster workloads to ensure proper service levels are achieved for the customers.
- Supports and develops assigned claims adjusters through coaching, feedback, and mentoring. Trains or provides knowledge resources to staff member to assist them in accomplishing professional and technical responsibilities and goals. Provides direction and resources in anticipation of coaching, development, and technical needs. Serves as a resource and role model.
Responsibility and decision making authority
- Makes recommendations to enhance the efficiency of the Reinsurance Adjuster Program, policies, and procedures. Supports recommendations with research including pros/cons and possible verses probable outcomes.
- Makes decisions related to resolution of problems and complaints by customer concerning the work of assigned staff. Considers decision in light of proper claims handling procedures.
- Interviews and selects staff members to fill new and vacated positions in assigned territory.
- Incumbent approves all vacation and leave requests to ensure proper staffing levels.
- Bachelor’s degree from an accredited college or university; or equivalent combination of education and experience.
- Minimum of five years claims adjusting experience – both home owners and farm owners. Technical insurance designations such as CPCU, AIC, or equivalents are preferred.
- A minimum of three years management experience preferred.
- Demonstrated oral and written communication skills, including ability to negotiate and successfully resolve conflicts; effectively write reports and business correspondence to mutuals, customers, and members of leadership; and ability to effectively present information primarily on one-on-one or small group settings.
- Ability to demonstrate good interpersonal, listening, and customer service skills to resolve difficult situations or problems. Includes being creative, highly motivated, patient, resistant to stress, flexible, persistent, and decisive. Must be able to apply personal judgment in light of known facts and figures to arrive at a solution.
- Ability to function independently, goal oriented, persuasive and able to work in a team environment with limited supervision. The ability to take responsibility for one’s own or one’s employees’ performance, by setting clear goals and expectations, tracking progress against the goals, and ensuring feedback, and addressing performance issues promptly.
- Ability to read, analyze, and interpret insurance contracts and policies, technical procedures or governmental regulations, and apply to loss as applicable. Must be able to calculate figures and amounts such as area, proportions, and percentages to determine settlement amount.
- Protects confidential and proprietary information as described in corporate policies and procedures disclosing information only as the business need dictates. Represents company to outside customer and direct reports.
- Ability to manage multiple priorities with frequent interruptions. Priorities must be reset depending on weather related claims or other unforeseen circumstances.
- Ability to operate basic office equipment including computers utilizing applications such Microsoft Office Suite and Xactimate claims estimating software.
- Ability to maintain a valid driver’s license and travel from office located in the employee’s home to offices of direct reports, mutuals, and Grinnell Mutual. Occasional travel to customer location and claim sites throughout assigned region. Overnight travel is required approximately 20% of time depending on incumbent’s evaluation of best communication tool: in-person, e-mail, letter, phone, etc.
Working conditions and physical efforts
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.
- The position is physically located within the individual’s home with a dedicated office environment. The position requires an individual to sit for extensive periods while on the telephone or computer and the ability to multi-task with frequent interruptions. The work may be stressful especially during high volume claims periods or when dealing with difficult people on the phone.
- The individual is required to travel by car to claims sites, mutual offices, training sites, or meeting sites. Travel may be greater when the volume of claims is particularly high as a result of weather, accident, or other catastrophic situation. The individual may occasionally lift and/or move up to 20 pounds, climb roofs, and work in confined spaces.
This job description is not intended to describe, in detail, the multitude of tasks that may be assigned, but rather to give the employee a general sense of the responsibilities and expectations of his/her position. As the nature of the business demands change, so too may the job duties and responsibilities.
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