Onboarding Specialist Claims Team Manager, Commercial Casualty

In order to deliver an exceptional customer experience, a leader creates a culture of engagement by inspiring passion in others. A leader explores opportunities to continuously improve within a constantly changing environment. A leader challenges each team member to exceed expectations while developing professionally. A leader understands the vision of Liberty Mutual and can translate how their team’s work connects to that vision. A leader confidently communicates what extraordinary claim service looks like and empowers their team to achieve superior result.

Liberty Mutual has an immediate opening for an Onboarding Specialist Claims Team Manager to join our Commercial Insurance US Casualty Nesting Team. The Onboarding Specialist Claims Team Manager’s primary function is leading a team of both internal and external new Claims Specialists through the hiring, onboarding, licensing, and claims training process to achieve the most efficient ramp into role while driving the best possible claims outcomes and exceptional customer experience.

This role is highly involved with the continual rolling New Hire Training classes for new Mobility Claims Specialists to facilitate growth and support new business needs. Flexibility is crucial within this position as the work focus does shift depending on current onboarding class, specifics of hiring account, and department needs.

Additionally, the Onboarding Specialist Claims Team Manager contributes to the organization’s success by developing talented employees, creating a work environment where employees feel appreciated, and exploring opportunities to continuously improve and adapt to a changing environment.

You will be required to go into the office twice a month if you reside within 50 miles of one of the following offices: Boston, MA; Hoffman Estates, IL; Indianapolis, IN; Lake Oswego, OR; Las Vegas, NV; Plano, TX; Suwanee, GA; Chandler, AZ; or Weatogue, CT. Please note this policy is subject to change.

Responsibilities:

• Assists with the screening and interview process for internal and external candidates.
• Assisting employees through the adjuster licensing process.
• Decreasing the duration between a new employee’s start date and becoming fully effective in role.
• Increasing employee retention while decreasing employee turnover.
• Increasing employee performance metrics scores through support, training, coaching, and expertise of experience.
• Works closely with other departments for development and maintaining talent hiring pipelines.
• Maintains a close partnership with our Global Learning and Development training partners as new cohorts of training classes develop.
• Ordering hardware, addressing systems access as new employees onboard.
• Supervises the day-to-day operations for the claims staff by establishing priorities, scheduling, and assigning work, and coaching employees in reviewing, analyzing, investigating, negotiating, and settling claims in compliance with Claims Quality Standards.
• Creates a high performing, results-oriented staff through candidate selection, onboarding, ongoing development, and managing individual performance with regular coaching focused on behavior and technical skill sets.
• Leads and actively contributes to a culture of continuous improvement and ensures utilization of tools and behaviors within the Liberty Management System to foster critical thinking and innovation around problem solving and development of standard work.
• Responsible for building and maintaining internal and external customer relationships. Serves as a primary point of contact for agents, brokers, and policyholders.
• Hosts and facilitates in person and/or telephonic claim reviews on a continuous cycle and ensures Special Service Instructions are managed appropriately.
• Often called upon to do presentations for existing and prospective customers.
• Provides management oversight of claims files (non-litigated or litigated) within the unit, to include Manager Reviews on open inventory and reviews files to measure quality assurance discusses individual training and development needs.
• Coaches to improve technical expertise within the team.
• Monitors, evaluates, and approves, within assigned authority limits, claims reserves, settlements and payments that exceed staff authority thresholds.
• Uses common reporting of data analytics to monitor claim production, inventory management, financial and quality compliance and claim volume trends and results. Data used to communicate team performance relating to production, significant achievements, and areas for continuous improvement.
• Manages compliance within internal and external parameters, including overseeing Liberty Mutual/Helmsman state licensing compliance and adherence to fair claims practices.
• Maintains awareness of existing and proposed legislation, court decisions and emerging trends in claims litigation to monitor team compliance with Unfair Claims Practices.