Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Under general direction and as a member of the local management team, this position is responsible for product quality and performance for a specific team of Inside Specialty claim professionals. Provide guidance and direction to direct reports through a continuous process of management involvement and frequent claim file review. Serve as a field representative for the Home Office Inside Specialty products, as requested. Reinforce the Business Insurance Inside Vision, Strategies, and Objectives through word and action. Select, lead, mentor, performance manage and develop staff. Evaluate, develop, implement and monitor customized claim service programs, for Business Insurance. Work in collaboration with internal business partners and partner carriers to provide service to customers. Add value for our internal and external customers by building trusting relationships, promoting teamwork, influencing business outcomes and displaying a superior working knowledge of Travelers products and services. This job manages staff.
Primary Job Duties & Responsibilities
Attract, Retain and Develop World Class Talent: Proactive recruitment of talent; work with management establishing and implementing a strategic staffing strategy. Effective orientation and on-boarding. Manage staff performance; implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance feedback. Work with management to develop and implement effective training, performance development and succession planning. Effective retention planning; proactively manage and respond to turnover. Effectively utilize reward system to distinguish top performers and significant achievements. Provide enhanced technical leadership focus to strengthen the product/technical development of assigned staff. Provide Compelling Claim Services: Employ proper claim handling techniques to protect the integrity of our brand and providing. consistent service quality and streamlined processes to add value for our customers. Develop and execute a strategic file management plan that achieves optimal file resolution and business results. Provide face-to-face and written guidance to ensure effectiveness, engagement, accuracy and efficiency. Review new notices, ensuring claims are assigned to staff with appropriate skill sets. Conduct quality file reviews per office/ best practices guidelines. Establish/follow up on file reviews per diary instructions, conducting additional reviews (i.e. 180, 360 day reviews), as necessary. Implementing strategies and initiatives to improve file quality, customer service and manage cost. Researching and responding to Insurance Department inquiries and complaints for assigned staff. Drive the Information Advantage. Successfully leverage data, management information and technology to identify and make the most of opportunities to support business strategies and improve results. Provide technical support in loss analysis and damage verification for assigned claim staff. Work with Claim offices and FPLM to improve the loss recognition and re-assignment of losses as appropriate. Achieve Optimal Solutions. Focus on resolution and process improvement, fulfilling all obligations while maximizing cost effectiveness, helping the business understand drivers, trends and product stress points and helping our partners attract and retain business. Operate within agreed upon expense budget to achieve optimal business results through productivity, appropriate resource allocation, inventory management and loss adjustment expense. Partner for Mutual Success. Develop and maintain effective relationships with colleagues, business partners, customers, agents, regulatory agencies and others to achieve organizational goals and create better outcomes. Participate in business meetings and agency visits as required. Provide critical support to our Marketing partners during the prospecting and rene. In order to perform the essential functions of this job, acquisition and maintenance of Insurance License(s) may be required to comply with state and Travelers requirements. Generally, license(s) must be obtained within three months of starting the job and obtain ongoing continuing education credits as mandated. Perform other duties as assigned.
High School Diploma or GED required. A minimum of 3 years claim work experience in at least one line of business required.
Education, Work Experience & Knowledge
Bachelor's degree preferred. Claim management experience preferred. Excellent oral and written communication skills.
Job Specific & Technical Skills & Competencies
Business: Drive Results Leads Change Executes Business Strategy Leading Others: Attract Top Talent Maximize Individual Performance Holds Others Accountable Aligns Rewards Creates and Sustains a Dynamic Workplace Other: Technically proficient; capable of working in multiple systems Knowledge and understanding of account management process to include marketing, underwriting and loss control Claim knowledge and leadership as exhibited in previous work experience Customer Focus: Identifies customer's needs and takes appropriate action to meet those needs Acts with a sense of urgency Knowledge of competitive market conditions Strong telephone communication skills Leadership: Demonstrated leadership and/or management skills Strong problem-solver through effective decision-making capabilities Demonstrated personal integrity and a commitment to excellence Manages own work and is accountable for results Teamwork: Relationship management within and outside the Company
Environmental Exposure to Excess Noise - Occasionally Exposure to Dirt, Dust, Fumes, Smoke, Gases, or Other Irritating Substances - Occasionally Work Schedules Weekend work hours - Occasionally Holiday work hours (Federal and religious) - Occasionally Other Travel - Occasionally
Operates standard office equipment - Frequently Sitting (Can stand at will) - Frequently Standing - Frequently Use of Keyboards, Sporadic 10-Key - Frequently
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
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