Director of Catastrophe and Service Partnership Management
Job Description: Oversees the vendor relationship activities of the organization, with an emphasis on CAT handling and a secondary emphasis on service relationships and approvals through all lines of the organization. Establishes, documents, and tests CAT capabilities for organization. Manages the adjusting, and supervisory staff within those units, providing technical direction in claims and facilitating the reporting to internal and external customers, including carriers, reinsurers, self-insureds, brokers and agents. Provide technical guidance on claims files, and ensures that the staff is well trained and capable of handling claims assigned to them.
Essential Duties and Responsibilities:
- Manage the quality of all claims processed, adjusted, and resolved in the units.
- Establishes network of adjusting resource that can be utilized in any CAT situation.
- Works to develop qualification criteria and adherence for all service partners affiliated with NARS.
- Communicates potential CAT situations and plans with clients. Develops specific and unique client CAT guidelines/protocols and reporting standards.
- Oversee any CAT that impacts our clients, as well as long term disputed and re-opened claims.
- Work with clients to assess potential catastrophes, estimate potential loss profiles and address with appropriate internal and external resources.
- Administer resources, including the company staff to guarantee profitability in each of the programs managed. Oversee the expense and financial controls for all CAT operations.
- Develop an efficient and leveraged field network of independent adjusters and desk adjuster team(s), and ensure the efficient assignment and utilization of CAT field resources.
- Work with clients to establish and manage any local disaster response teams and CAT villages.
- Ensure total compliance with all state and/or client regulatory and reporting requirements in every jurisdiction serviced.
- Implement an annual examination of CAT readiness and procedures, and conduct training and readiness exercises. Ensure the CAT Plan is updated.
- Maintain and communicate legislative actions, court decisions, industry trends and developments in claims.
- Work with the quality assurance team to measure performance in each of the teams and to optimize workflows in the units. Establish a feasible reinspection program with clients and vendors.
- Ensure the continued adequacy and viability of standardized CAT letters and call operations in CATS.
- Motivate and develop staff to guarantee success in any program or work that comes to the organization.
- Provide informational assistance to MGAs and carrier partners in any programs handled in the unit.
- Lead roundtable discussions, actively participate in leadership or management meetings, and training programs and contributes to their interactions and outcomes.
- Establish and manage to performance measures, including cycle times, closure rates, average paid, expense paid, reserve accuracy , and other areas relevant to each program managed.
- Perform other duties as assigned that may include, but are not limited to, providing audit support, research, marketing, or back up support for other areas within the organization (travel will be required).
- Must be available 24X7 for potential emergency claims
Education / Licensing:
- Education – BS in management preferred. Minimum of 10 years specialized claims adjusting and/or supervisory experience. Must possess a current Florida Adjusters license or required jurisdictional licensing.
- Must have superior organizational skills and the ability to quickly assess and adapt to any situation, particularly during a CAT.
- Must have a high level of interpersonal skills to handle sensitive and confidential situations and information.
- Must have solid technical skills in claims handling matters. Experienced with building codes, and proficient with Xactimate and XactAnalysis.
- Must be a proven leader able to synthesize information competently and present it to management, staff and external customers in either verbal or written form.
- Must have negotiation and litigation skills for heavy work with attorneys and arbitration on first and third party claims.
- Must be able to work independently and possess excellent written and verbal communication skills.
- Must be able to train and develop staff – both internal and external CAT teams.
- Must be able to analyze claims data and report on it in a clear and concise manner.
- Advanced knowledge of a variety of computer software applications in word processing, spreadsheets, database and presentation software and claims processing programs. (Microsoft Office platform)
- Requires long periods of sitting
- Requires working indoors in environmentally controlled conditions
- Requires lifting of files and boxes up to approximately 20 pounds
- Repeated use of keyboard, mouse and exposure to computer screen