Claims Manager

Job Title

Position Overview

To develop the skills and decision-making capacities necessary to manage the claims process for a claims manager’s area and to be able to ensure cost effective and timely resolution of customer claims within established authority level. The Claims Manager Trainee must develop the knowledge and skills needed to advance to a Claims Manager I position within a designated time. In all actions and communications, the Claim Manager Trainee must demonstrate impeccable ethical standards, while focusing on the Customer Experience.

Essential Duties:

• Complete the training and development necessary to manage and conduct the investigation, research, negotiation, communication, and resolution activities for claims within assigned authority level. On-the-job training requiring continuous discretionary judgment and decision making has company profit/loss impact.

• Develop the knowledge to ensure that all claims within the assigned area are coded to reflect the proper claims type for disposition, reporting and root cause and analysis.

• Develop and maintain an elevated level of professional business communication (both verbal and written) to internal Shaw customers/departments and customers (both dealer and end user) during the investigation and decision process. The trainee may have to communicate information to internal and external customers that may be viewed as unfavorable, thus the information should be delivered with professional tact and empathy. Our goal is to maintain our customers’ loyalty to our products and services.

• Develop and demonstrate a level of sound business judgment during the investigation, the disposition, and the pre/post communication of the claim's decision.

• Develop the ability to assess each claim individually, with consideration of the dealer/end user’s concern, warranty coverage and all other pertinent business factors that are at stake. Develop negotiation skills to negotiate claims and provide resolutions that satisfy our dealers/end users while creating the most favorable fiscal impact to our company.

• Develop an understanding of the proper selection, assignment, requirements, and performance of 3rd party independent inspectors, installers, or other service providers that we use in claims investigation and resolution.

• Become proficient in the initiation of claims, return authorizations, credit memos, and all other information process, documentation, and maintain the claim file/record, in compliance with claims procedures and corporate records retention policies.

• Develop and maintain in-depth knowledge of claims experience for dealers within assigned area. The trainee must develop an understanding of customers with high claims rates through consistent business analysis. Report specific trends and/or customer abuse of the claims process to internal Shaw departments. Must also participate with internal Shaw departments in developing strategic action plans to address high claims rates.

• Develop the ability to direct activity and follow up that moves the claim resolution process along with an optimal level of velocity without sacrificing thoroughness in the investigation and assessment.

• Be willing to travel for claims assessment, training, and to testify if deposed in reference to a claim.

• Participate in special projects, committees, and provide claims handling assistance and support for teammates, as required.

• Develop basic knowledge of credit, accounts payable, and accounts receivable policies and procedures.

• Develop and maintain knowledge of claims policies and procedures with expertise in product specification and construction, warranty information, manufacturing processes, installation techniques/requirements, maintenance, and repair.

• Be fully engaged in PX (Performance Experience) for accelerated growth and results of goals.

Knowledge, Skills, and Abilities:

• Bachelor's Degree preferred or High School/GED. Previous claims experience is a plus.

• Must be able to effectively analyze job-related information.

• Must effectively demonstrate problem solving, negotiation and organization skills.

• Must be self-motivated and detail oriented.

• Must be able to manage multiple tasks simultaneously (work queues, etc.) within compressed time limits.

• Must be able to provide elevated levels of service and consistently demonstrate value in every aspect of the customer’s experience.

Competencies:

• Manage Work

• Communication/Collaboration

• Solve Problems

• Build Customer Satisfaction

• Adapt and Change

• Learn and Apply

THIS JOB DESCRIPTION IS NOT INTENDED TO INCLUDE ALL DETAILS OF THE WORK FUNCTIONS INHERENT IN THIS POSITION. ESSENTIAL DUTIES OF ANY POSITION MAY CHANGE WITHOUT PRIOR NOTICE DUE TO DIRECTIONS OR BUSINESS CONDITIONS. THE INFORMATION LISTED HERE IS DESIGNED TO HELP CANDIDATES QUALIFY THEMSELVES FOR NEW POSITIONS AND IMPROVE IN CURRENT POSITIONS. NO ONE IS GUARANTEED A PROMOTION OR POSITION BASED ON THE INFORMATION IN THIS DOCUMENT. ULTIMATELY, THE MANAGER FOR THE POSITION MUST DETERMINE WHO IS MOST QUALIFIED.

Work Shift