Salvage Claims Team Manager

Are you looking for an opportunity to lead a claims team with a responsible company that has consistently outpaced the industry in year over year growth? Liberty Mutual Insurance has an excellent claims management opportunity available.

The Salvage Claims Team Manager of the Quick Release Team (QRT) within our APD Salvage organization coaches and develops a team of claims representatives/specialists responsible for the management, investigation, and resolution of total loss release issues, while continuously developing talent by assisting with the selection of top talent. The Team Manager promotes a culture of claims customer service excellence where all are committed to providing a differentiated customer experience while building and leveraging relationships across departments, including APD Total loss, Inside, Appraisal, and Salvage.

Ideal Experience Includes:

• 5+ years Total Loss/Salvage experience
• Leadership: 2+ years internal leadership experience and ability to lead and coach teams by giving clear feedback, coaching one on one, and helping people grow.
• Leading change and culture: experienced at guiding teams through transitions, promoting a growth mindset, and building a positive, accountable team culture that encourages learning and continuous improvement.

Location Requirements:

• Plano, TX preferred: APD Hub Locations as secondary: Lake Mary, FL; Westborough, MA; Chandler, AZ; Liberty Lake, WA; Warrenville, IL;
• This role requires in-office presence a minimum of two times per month, with additional attendance as needed for training, department meetings, and other team or business priorities.

Responsibilities:

• In office presence two times per month (potentially more frequently for training or department meetings). Expectation is subject to change in alignment with Hybrid policy.
• Leads and develops a team of representatives/specialists ensuring the quality, accuracy, and timely resolution of claims that may include high exposure/complex cases.
• Continuously develops talent by creating opportunities for direct reports to grow and strengthen new skills.
• Promotes claims customer service excellence by building empathy and passion for the customer experience that meets or exceeds customer expectations.
• Proactively assists in selecting top talent, delivering continuous coaching, and rewarding and recognizing employees to reinforce behavior that ensure service excellence.
• Monitors the work of team members to ensure reserves are adequately set and customer expectations are surpassed.
• Analyzes any problematic trends and takes steps to avoid recurrence, appropriately escalating issues if needed.
• Promotes a culture committed to identifying process efficiencies to continuously improve how work is completed.
• Resolves customer complaints, problems and coverage questions which cannot be handled by team members.
• Collaborates effectively with internal and external stakeholders including existing policyholders, the business community and governmental agencies, to ensure compliance with regulatory and company standards.
• Promotes and advocates business unit goals and objectives, ensuring alignment with broader claims functional goals.