Manager, Guest Claims

Job Summary:

Job Description

The Guest Claims Manager will lead a team of Claims Representatives with varying levels of experience and oversee their investigation of bodily injury and property damage liability claims. This is a highly collaborative role that requires outstanding customer service with an understanding of the importance of brand management. The role will also have training and development responsibilities for onboarding Guest Claims Managers and Claims Representatives. Candidates must be willing to have periodic on-call responsibilities, which in some cases will necessitate responding to incidents after hours.

Key Areas of Focus:

• Lead, support, and coach Guest Claims Cast Members

• Oversight of liability investigations of bodily injury, property damage, and subrogation claims

• Review of claim files in accordance with department operating guidelines

• Escalate incidents with significant exposure

• Help set, implement and achieve department goals and strategies

• Review claim files for timeliness, accuracy, and action-planning that will bring files to successful and cost-effective resolution

• Partner with the Legal Department in review of lawsuits

• Foster and maintain positive relationships with key stakeholders - operational partners, excess carriers, Legal, and Security

• Onboard and train new Guest Claims Managers and Claims Representatives

Basic Qualifications

• Florida 620 adjuster license in good standing

• Proven experience and strong understanding of property and casualty insurance and claims handling

• Demonstrated ability to administer litigated claims

• Demonstrated ability to effectively lead a team and work independently as necessary

• Ability to work under deadline pressures while handling multiple priorities, with strong organizational skills and attention to detail

• Demonstrated decision making and problem solving skills, as well as continuous improvement process skills

• Ability to take action to resolve issues, accomplish tasks, and improve efficiency

• Ability to correctly identify and analyze problems, gather relevant data, and initiate effective solutions

• Proven ability to deliver concise and informative written summaries in memo and presentation format with appropriate use of professional grammar

• Demonstrated strong relationship building, partnering, negotiating and influencing abilities

• Demonstrated familiarity with automated claims administration systems and ability to work in multiple computer programs

• Computer proficiency within a Windows environment, including Outlook, Word, Excel, and PowerPoint

• Demonstrated excellent time management skills

• Demonstrated ability to handle confidential information

• Ability to effectively prioritize multiple tasks in a fast paced environment

• Demonstrated ability to positively adapt to added responsibilities and change

• Ability to handle special projects and assignments as needed

• Demonstrated understanding of medical and legal terminology

Preferred Qualifications

• Bachelor's Degree in Business, Risk Management, or related field equivalent and/or advanced insurance certifications such as CPCU, Arm, AIC, etc.

• Minimum 10 years of experience handling auto and general liability claims

• Experience with the following systems: CARS, SAP, e-Docs

• Demonstrated knowledge and familiarity with Business Objects or related reporting software