Claims Workforce Management Analyst

Claims Workforce Management Analyst

Job Summary
This position supports the Claims Business Unit by managing claim volume distribution and optimizing operational workflows. A key focus of the role is forecasting staffing needs across claims units, leveraging historical claim data and segmentation analysis to ensure adequate resources for current and future demand. Under limited supervision, works within specific limits and authority to resolve claims with well-defined procedures.

Job Duties

• Create, maintain, and update real-time Claims Volume Reports using ClaimsCenter data and reporting tools to monitor claim/exposure trends and ensure equitable workload distribution across claims units.

• Maintain Workforce Management tools, including agent profiles, Self-Serve capabilities, and exception setups, ensuring accurate routing and compliance with staffing requirements.

• Monitor claim volume and adjust administrative functions in ClaimsCenter based on unit calendars; manage overflow assignments and segmentation adjustments as needed.

• Evaluate and negotiate within settlement authority with insureds and claimants to resolve first and third-party claims in multiple markets. Demonstrate proficiency with estimates, property, material damage, liability, total loss evaluations, analysis of claims, claims technology, and tool usage.

• Coordinate with internal and external departments as required.

• Respond quickly to customer needs and inquiries.

• Overtime and holiday hours may be required

Qualifications

• Bachelors Equivalent combination of education and experience Preferred

• 2 or more years of experience within the Claims operations or equivalent business unit. Analytics background. Preferred

• Working knowledge of claims administration best practices and procedures.

• Proficiency in ClaimsCenter and Microsoft Office software products, including Outlook, Word, Excel and Teams required.

• Knowledge of fault assessment, negligence and subrogation principles required.

• Knowledge of Microsoft Office suite, general computer software and claims software.

• Organization and planning recognition skills required.

• Oral and written communication skills required.

• Interpersonal skills required.

Travel Requirements

• Occasional travel to off-site business meetings or conferences. (5% proficiency)

The starting pay range for this position is $68,640 - $77,900 annually.  Additionally, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

Remarkable benefits:
•    Health coverage for medical, dental, vision
•    401(K) saving plan with company match AND Pension
•    Tuition assistance
•    PTO for community volunteer programs
•    Wellness program
•    Employee discounts (membership, insurance, travel, entertainment, services and more!)

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer