Salary range, $85000 - $110000 / year

Job Summary

As part of National Claims, supervise a team of CQE (Claims Quality Evaluation) Specialists and Assistants by monitoring and measuring MAPFRE USA Claim Operations execution of policies and procedures. Responsibilities will include a focus on the customer experience and customer facing processes related to Claims Customer Service Standards and timeliness of claim handling. The team will perform regularly scheduled reviews of performance related to quality standards including compliance with Claims procedures and processes. It is expected that the team will routinely meet with business partners to discuss potential gaps and how they can be supported. The supervisor will review the team’s findings and approve operational reports that identify potential non-adherence of said procedures and policies. Provide technical guidance and oversight to team members for meetings with Claims leadership teams to provide additional details regarding findings. Ensure team members participate as leaders in multiple national claims projects including LIVO-GW, Model Audit Rules, Security Controls, External Audits (CAR, DOI, ISO, NHARF) Factored Reserve Changes, Abandon Property, OFAC, Winter Weather, NMVTIS, NJAIRE, NJ Appeals, Vendor Analysis and Duplicate Payment Reviews. Utilize query tools to monitor trends. Assure National Claim related safety nets are intact including settlement authority process, vendor table additions and table maintenance. Work closely with Manager to allocate resources to assure the anticipated needs of MAPFRE USA Claims departments are being met. Monitor productivity within team. Hire, train and develop staff; playing an active role in career development.

Knowledge, Skills and Abilities

Education: Bachelor's Degree or professional level of knowledge in a specialized field, or equivalent related experience preferred.
Experience: 7 - 9 years or Associates Degree equivalent plus 9 - 11 years.
Knowledge: Complete understanding and knowledge of industry, practices, standards, and concepts within field of work and broad business segment. Solid knowledge of management practices.
Decision Making: Typically makes decisions that impact both short and long term results. Interprets and executes policies and guidelines set by higher level management. Determines how to meet schedules, allocating resources. Typically exercises judgement within broadly defined policies and practices while making operational decisions independently. Recommends modifications to operating policies. Problems are generally diverse and may impact multiple business areas.
Supervision Received:  Work is received in objective-oriented terms, and combines both strategic and tactical responsibilities. Work is reviewed for unit's overall adequacy in meeting organizational objectives.
Leadership: First level manager who typically manages exempt employees and non-exempt employees. Direct reports typically exercise significant latitude and independence in their assignments. Provides direction to subordinates based on general policies and management guidance. Develops and administers budgets, schedules, and performance requirements.
Problem Solving /Operations/Direct Work Involvement: Advises work unit regarding tasks, projects, and operations. Generally becomes involved in day-to-day operations only when required to resolve complex problems or meet deadlines.
Client Contacts: Frequent contacts with internal and external parties at various management levels concerning operations or scheduling review/project phases. Communication typically involves persuasion, and negotiation with middle management levels. Will interface  with senior management.

Additional Knowledge, Skills and Abilities

Supervisory/management experience preferred. Insurance course work strongly preferred and Multi-line/multi-state claims handling experience desired. Superior oral and written communication skills. Excellent technical, analytical, and organizational skills. The ability to work independently and represent the department on interdepartmental committees.

This position requires leadership ability, excellent customer service and interpersonal skills, computer knowledge and the overall ability to use tact and discretion to achieve and exceed unit and departmental goals. Advanced computer skills related to queries, excel and access desirable.

Strong ability is needed to make sound business decisions relative to daily workload priorities and adjustments based upon claim and staffing fluctuations, as well as, decisions regarding hiring, promotion, discipline, and when necessary, termination of employees.

Important is the ability to identify, recommend, and implement improved methods, procedures, and workflow along with the ability to be innovative and adaptable and insure the unit remains adaptable in a fast paced, multi-task environment. Also key is maintaining positive employee and customer service relations and creating an open and caring work environment conducive to getting the job done efficiently, developing the skills of specialists and assistants and assisting in career path planning. Must be able to work in a fast paced environment.

More About Us:

At MAPFRE, the safety of our employees matters. We have taken vital steps across all offices from the improvements to our air ventilation, the installation of touch-free devices, to embracing social distancing and requiring medical self-screening to ensure the safety of our employees. We embrace the ability to collaborate with peers in-office, while also offering a flexible work arrangement for many roles in our organization. 

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.