Director - Claims Resolution

A Director - Claims Resolution at WTW serves as a resource for clients, applying their claim expertise to positively influence claim outcomes and insurance recoveries for those clients. The successful candidate will be responsible for the quality and consistency of all claim services they deliver to their clients. They will directly handle clients and may lead others in doing so. They partner with our regional business and industry/Specialty leadership to provide growth support, innovation, and to ensure execution of our business strategy.

Note: visa employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

This is a national role, with a focus on the Mid-Western and Western US. The Director - Claims Resolution will be responsible for the oversight, direction, and overall management of claim activity for assigned clients. Key duties/responsibilities include, without limitation, the following:

• General:

  • Assist in the management of casualty/liability claims (GL, Auto, Product, and Umb/XS Liability essential, EL, Professional/Med-Mal and Environmental liability helpful)
  • Analyze coverage considering relevant facts and contractual issues, as well as carrier response to same to ensure understanding and proper application of coverage
  • Document and communicate claim activity to clients timely and effectively
  • Seek to influence appropriate settlement authority and maximize insurance recovery for clients
  • Partner with client’s internal and external counsel in setting and pursuing effective and cost-efficient litigation strategies for claims in litigation
  • Oversee the authorization of and issuance of indemnity and expense payments by carriers
  • Prepare dashboard and other reports regarding claim analytics
  • Manage, organize, and retain insurance claims records (electronic files), submissions and other correspondence
  • Liaise between internal team members, insurance carriers, and defense counsel to support the daily administration of claims arising from various insurance programs
  • Address and resolve requests for information by responding timely and efficiently
  • Meet Willis Claims Service Standards
  • Utilize the Willis Claims Engagement & Escalation Process
  • Travel may be required
     

• Leadership

  • Promote and foster WTW culture and values
  • Manage the appropriate level of resources across the assigned territory
  • Maintain relationships with all major internal and external partners
  • Coordinate the assignment of service requests by other WTW partners
  • Participate in meetings and provide ideas and strategies that strengthen the practice
  • Be a strong external presence with speaking engagements, articles, and associations
  • Provide informal assistance such as technical guidance, and/or training to coworkers
  • Lead project teams and/or plan and supervise assignments of less senior employees

• Technical:

  • Ensure quality and consistency in executing high level claim services to our clients
  • Engage our global network of professionals as needed
  • Appropriate utilization of all systems as required
  • Work with others as necessary to continually improve quality and innovation
  • Monitor the performance of vendor partner’s services
  • Directly handle complex cases and special requests from field
  • Directly handle key clients as primary claim resource
  • Keep current on emerging claim issues and trends

• Growth and Retention:

  • Support new business with sales presentations and RFP responses
  • Participate in strategic large client team meetings as required
  • Manage the quality and appropriateness of client service agreements
  • Regularly meet with WTW brokerage executives to ensure delivery alignment
  • Maintain direct relationships with key clients

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The Requirements

• Education and Experience:

  • Bachelor’s degree and 10+ years’ experience in casualty claims, handling complex, high value claims from initial report to closure, Law degree preferred

  • Strong technical knowledge of casualty/liability claims (GL, Auto, Product, and Umb/XS Liability essential, EL, Professional/Med-Mal and Environmental liability helpful)

  • Experience navigating and interpreting coverage issues required

  • Excellent written, verbal and presentation communication skills
  • Strong organizational, interpretive and analytical skills
  • Ability to multitask and adapt to change in a fast-paced environment
  • Ability to provide efficient, timely, reliable and courteous service to internal and external clients
  • Ability to effectively present information
  • Ability to meet short deadlines and handle multiple tasks to a high degree
  • Ability to work in a team environment
  • Ability to make effective and persuasive presentations on complex topics to clients and colleagues

• Financial Knowledge:

  • Requires in-depth knowledge of insurance financial terms and principles
  • Ability to calculate complex figures
  • Ability to forecast and prepare budgets
  • Conducts financial/business analysis including the preparation of reports

• Reasoning Ability:

  • Ability to solve advanced problems and deal with a variety of options in complex situations
  • Requires expert level analytical and claim negotiating skills
  • Draws upon the analysis of others and makes appropriate strategic recommendations

• Other:

  • Proficiency in use of Microsoft Office required, specifically, advanced Microsoft Excel and PowerPoint skills
  • Data analytics skills required
  • Hybrid role (offices/remote), office location flexible 

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

Compensation and Benefits 

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation 

The base salary compensation range being offered for this role is $175,000.00-$210,000.00 USD annually.

This role is also eligible for an annual short-term incentive bonus.

Company Benefits 

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

EOE, including disability/vets