Prime Claims Supervisor

Location: Hybrid Work Model – Irving, TX

We are a team of employees who are passionate to deliver best in-class customer service and innovation in the industry. It’s because we put Integrity, Relationships and Excellence in all aspects of our work.

Our employees have the opportunity to fully utilize their talents and bring their best self.  We believe that who you are is just as important as what you do!

As a Prime Claims Supervisor, you will play a crucial role in ensuring high quality claim handling for all first notice of loss, coaching team members on technical claims excellence, and partnering with key stakeholders. We are looking for a service-oriented professional who not only brings a strong background in the insurance industry but also possesses effective leadership skills to inspire and manage a dedicated team. Your expertise will help drive optimal claims outcomes and enhance our competitive edge in the market. If you are a results-driven leader ready to contribute to the success of a well-established insurance company, we encourage you to apply and be a key player in shaping the future of our Prime Claims success. 

How You’ll Make an Impact

• Analyze data to forecast upcoming staffing needs based on current claim volume, incoming call trends, and individual workloads. Ensure appropriate inputs into Claims staffing model to assist with data driven staffing decisions.
• Seek qualified applicants with strong customer service skills including empathy, proactive communication, and the ability to multi-task in order to progress claim handling from FNOL state to next steps.
• Make quality hiring decisions ensuring all new hires uphold Central’s core values of integrity, relationships, and excellence.
• Continually review and improve onboarding plans for new hires ensuring new staff is acclimated to the Prime Team, Claims Team, and Central as a whole.
• Build & oversee training plans that enable staff to gain the ability and confidence to:
  • Utilize the phone system to provide exceptional service during First Notice of Loss calls
  • Navigate various technologies including all core systems, the phone software, claim system, various vendor portals
  • Conduct thorough claim investigations; understand and apply coverage forms; obtain and evaluate repair estimates, photos & appraisals for damaged vehicles; apply state guidelines to repair estimates and file documentation.
  • Accurately and timely set reserves, pay claims within stated authority levels, ensuring all interests are protected.
  • Understand and follow various workflows to ensure consistent and streamlined handling
  • Recognize subrogation opportunities and red flags early and refer claims to Subro/SIU for further investigations.
  • Thoroughly document the file with coverage analysis and identify the need for reassignment for claims with potential coverage issues.
  • Early in the life-cycle of the claim, identify when vehicle damage would likely warrant handling as a total loss and recommend reassignment.
  • Mitigate claim expenses by ensuring appropriate inspection methods; proactively controlling customers’ rental needs; and adjusting estimates to match coverage and damages.
  • Understand key performance metrics, navigate dashboards to view metrics, and continually make advancements towards meeting KPIs.
  • Obtain and maintain state adjuster licenses, ensuring timely completion of continuing education requirements.
• Hold staff accountable for clear, concise, and thorough file handling, meeting the above objectives
• Demonstrate effective coaching with employees to ensure high levels of engagement, effectiveness as a cohesive team, attainment of departmental goals, and promotion of the Central culture.
• Manage call flows and phone usage. Manages team schedules to balance their time devoted to training, phone coverage, and claims handling.
• Analyze call metrics and performance data to identify trends, opportunities for improvement, and areas of concern. Prepare and present regular reports on call performance and recommend & implement solutions to enhance efficiencies. Identify areas not achieving SLAs, implement corrective actions.
• Aid individuals in recognizing future career opportunities and build development plans to help employees reach their next career goals. Cultivate team members into a targeted career path or specialized line of business.
• Gather feedback from all lines of business to leverage for continuous process improvement initiatives.
• Develop and maintain excellent rapport with the Central Team, internal stakeholders, and Agency Partners.  Gives timely, value-add feedback to internal stakeholders- UW, LC, Subrogation, SIU, and Customer Services.
• Collaborate with peers to execute on strategy for claims Mission of Hospitality, Efficiency, Relationships, and Outcomes at Team and individual level
• Ensure appropriate data inputs into First Notice of Loss to enable the team to move the claim forward, or handoff to assigned handlers.
• Review and provide critical feedback during monthly business reviews identifying opportunities for improved claim handling across the auto line of business.
• Lead by example with a high focus on customer service, collaboration, teamwork, accountability, and servant leadership.

What You’ll Bring

• Property/Casualty Adjuster Licensing Required in all states that require licensing and must be obtained within three months of employment.
• Must maintain all Property/Casualty Adjuster License(s) in order to comply with state requirements.
• Bachelor’s degree in related field and 2 years of experience
• Or 4 years of P&C claims handling experience
• Available to work extended hours, weekends and/or overnight travel as required
• Ability to train, develop, motivate, and evaluate the performance of employees
• Strong leadership skills and ability to analyze information and make effective decisions
• Ability to lead by example through coaching, integrity, positive attitude; exhibiting initiative in daily work and efforts in professional development activities (exemplifying our core values)
• Effectively communicate in collaborative manner both verbally and in writing
• Skilled in change management
• Possess a positive, professional, cooperative, and quality-conscious service attitude
• Manage and understand external vendor resources
• Ability to lead through complex coverage analysis and resolution strategies
• Proficient in Microsoft Suite
• Possesses analytical and problem-solving skills
• Possess an innovative and continuous improvement mindset
• Ability to work under pressure, deal with interpersonal conflict, and handle a heavy workload
• Ability to professionally interact with our customers
• Ability to understand Central Insurance’s policies and processes
• Ensures the team is complying with state regulatory/statutory requirements, corporate privacy and other claim policy requirements
• Ensures statutory and legal compliance
• Excellent analytical and problem solving skills, with the ability to simultaneously manage multiple projects and teams

Preferred Qualifications

• Proficient Excel skills