VP, Consumer Claims

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

Position Summary: The Vice President of Consumer Claims is responsible for overseeing the staffing, operational processes, and workflows for consumer claims related to warranty products, lender claims (such as GAP waivers, mortgage and lender-placed insurance). This executive role ensures efficient claim resolution, regulatory compliance, and exceptional customer service within a fast-paced and evolving environment.

Key Responsibilities

• Develop, implement, and optimize claims management strategies and processes across warranty, lender, and insurance/non-insurance products.
• Lead and manage claims teams, including recruitment, training, performance management, and workforce planning to ensure adequate staffing levels and high productivity.
• Monitor and enforce compliance with industry regulations and internal policies for all claim types, including GAP/GAP waivers, mortgage insurance, and lender-placed insurance.
• Drive continuous improvement initiatives in claims workflows to enhance operational efficiency and customer satisfaction.
• Collaborate with cross-functional departments (such as underwriting, legal, IT/Development and customer service) to resolve escalated issues and provide support for new product launches.
• Analyze claims data and trends to identify areas for risk mitigation and process enhancement.
• Establish and track performance metrics, reporting regularly to executive leadership on claim volumes, resolution times, and quality outcomes.

Experience & Required Skills

• Minimum 10 years of experience in claims management ideally within warranty, or lender environments, with at least 5 years in a senior leadership role.
• Proven track record of managing large teams and complex claim operations.
• Strong knowledge of regulatory requirements related to consumer claims, including GAP waivers, mortgage and lender-placed insurance.
• Excellent communication, leadership, and problem-solving skills.
• Ability to drive process improvements and adapt to changing industry demands.

• Collaborate with cross-functional departments (such as underwriting, legal, and customer service) to resolve escalated issues and provide support for new product launches.
• Analyze claims data and trends to identify areas for risk mitigation and process enhancement.
• Establish and track performance metrics, reporting regularly to executive leadership on claim volumes, resolution times, and quality outcomes.
• Develop and oversee staffing models to ensure adequate resource allocation for claims operations, including catastrophe (CAT) claims related to travel products.

Education

• Bachelor’s degree in business administration, insurance, finance, or related field
• Law degree/JD preferred.

Location: Hunt Valley, Maryland or Kansas City, Missouri

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For individuals assigned or hired to work in the location(s) indicated below, the base salary range is provided. Range is as of the time of posting. Position is incentive eligible.

$150,200 - $202,770/year

• Total individual compensation (base salary, short & long-term incentives) offered will take into account a number of factors including but not limited to geographic location, scope & responsibilities of the role, qualifications, talent availability & specialization as well as business needs. The above pay range may be modified in the future.

• Arch is committed to helping employees succeed through our comprehensive benefits package that includes multiple medical plans plus dental, vision and prescription drug coverage; a competitive 401k with generous matching; PTO beginning at 20 days per year; up to 12 paid company holidays per year plus 2 paid days of Volunteer Time Offer; basic Life and AD&D Insurance as well as Short and Long-Term Disability; Paid Parental Leave of up to 10 weeks; Student Loan Assistance and Tuition Reimbursement, Backup Child and Elder Care; and more. Click here to learn more on available benefits.

   

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