Claims Supervisor, Auto Liability Physical Damage

The Auto Liability Physical Damage (ALPD) Supervisor is responsible for day-to-day leadership of an assigned team comprised of PD/MTC claim adjusters. They exercise strong critical thinking skills, judgement, and initiative in the proper resolution of claims. They are responsible for the consistent delivery of high-quality claim handling and customer service from their team of 6-8 claim adjusters. 

The ALPD Supervisor ensures their team follows regulations, Company policy, and all applicable licenses required for adjusters. They are leaders who positively influence their team, coaching and guiding staff through changes in the organization and industry. They create an environment where teamwork and entrepreneurial spirit flourish, resulting in outstanding achievement of team, unit, division, and Company goals.

As a member of the leadership team, the ALPD Supervisor sets an example for an environment built on accountability, teamwork, professionalism, personal development, and proactivity toward improving performance and contributions to the Company’s success. They possess the ability to act with great integrity, professionally representing the organization to internal and external customers, safeguarding systems, and information within their control against fraud, malware, and cyberattacks. Maintains strict confidentiality with sensitive information and handling of employee matters.

Planning

• Provide clear daily goals and solutions to overcome challenges impacting the completion of work and customer service.
• Develop plans to ensure claims are adjudicated within established expectations, aiming to exceed them whenever possible.
• Engages their team to be aware and knowledgeable of their impact on others and the Company’s success while instilling a sense of desire to adapt to change and the evolving needs of the customer and agent.
• Shows great care in holding the team and themselves accountable for timely escalation of coverage and liability issues to the MTC team.
• Mitigates unnecessary expenses, including storage and towing charges.

Team Oversight Leadership

• Leverage individual differences to champion a diverse, inclusive, caring, and trusting work environment for all. Encourages staff to professionally challenge the status quo, identify improvements, and provide suggestions to implement solutions.
• Decisions demonstrate a solid appreciation for improving the performance of their team while promoting a teamwork approach to accomplish goals and the success of the Claims organization.
• Accountable for working within their authority to make sound decisions.
• Able to understand the vision and provide staff with clarity to connect their role to the purpose of their work. Supports the entire vision, generating buy-in across their team.

Performance Management

• Supervise daily operations of the claims department, ensuring efficient processing of claims and adherence to company policies.
• Mentor, coach and train claims adjusters on the proper investigation and evaluation of commercial motor truck cargo claims.
• Manages claims unit inventory of moderate to high complexity and exposure commercial claims by following company protocols to verify policy coverage, conduct investigations, develop and employ resolution strategies, and authorize disbursements within authority limits.
• Review/audit coverage verifications, manage timely and adequate reserves by reviewing and interpreting policy language and partnering with coverage counsel on more complex matters, estimating potential claim valuation, and following company's claim handling protocols.
• Review claim files above the adjuster’s authority.
• Maintain diaries on adjuster’s claims to provide ongoing guidance and oversight.
• Review and analyze claims for accuracy, completeness, and compliance with underwriting guidelines.
• Establishes and maintains working relationships with appropriate internal and external work partners, suppliers and experts by identifying and collaborating with resources that are needed to effectively resolve claims, streamline processes and improve overall service delivery.
• Monitor key performance indicators (KPIs) for the claims team, implementing strategies for continuous improvement.
• Stay updated on industry trends, regulations, and best practices.

 Education Requirements

• High School Diploma or equivalent required. Bachelor’s degree preferred.

Experience Requirements

• Minimum of 5+ years Motor Truck Cargo/Auto liability claims experience, along with prior Claims supervisory experience.
• Texas Adjuster license required.
• Strong technical and administrative background in auto claims handling.
• Ability to work independently on technical and administrative matters in accordance with company policy and procedures

The above statements are intended to describe the general nature and level of work being performed by the incumbents of this job. They are not intended to be an exhaustive list of all responsibilities and activities required of this position.