Claims Supervisor, Field Auto Appraisal
The role of the Auto Appraisal Supervisor is to lead, oversee, and regulate the operations within their unit. This position is situated in the State of Massachusetts and involves the management of 5-7 direct reports. Ideally, the sought-after candidate would be conveniently located within reasonable driving distance of the Boston, MA office. The Supervisor is entrusted with ensuring that the investigation, coverage assessment, damage evaluation, settlements, and negotiations align with 212 CMR 2.00 and the company's established policies and procedures. The primary focus of the role is to drive activities that contribute to achieving the Claim Department's objectives related to loss containment, service excellence, and expense management.
In the daily execution of responsibilities, the Appraisal Supervisor engages in a blend of technical and administrative tasks specific to their unit. Key elements include conducting re-inspections, participating in ride-alongs with staff, and analyzing various management reports. Through these activities, the Supervisor assesses program compliance and identifies opportunities for improvement, generating action plans as needed. Effective communication and reporting of observations to the Claims Director are crucial aspects of the role. Additionally, the Appraisal Unit Supervisor actively interacts with customers, claimants, and vendors, playing an integral part within the Independent Agent Division of Plymouth Rock.
Essential Functions and Responsibilities
- Directs and controls work of their unit and other areas assigned. Audit casework in the unit and office for quality assessment. Complies with the Companies Quality Assurance program to identify problems, provide direction and critique performance of the unit members. Provide feedback and training to the staff based on results. Review and approve damage and settlement amounts that exceed staff's authority levels.
- Monitor assignments and workflow to ensure timely service, efficiency and the quality of work product.
- Train and develop staff to achieve and maintain high quality performance standards. Conduct staff meetings to answer questions, complete training, and discuss new or revised procedures.
- Perform salary administration and performance evaluation of staff. Address and properly document performance issues, action plans and general developmental needs.
- Re-inspect automobile losses for accuracy and provide feedback and training to staff based upon the re-inspection results. Re-inspections are on estimates completed by staff and independent adjusters, as well as body shops and contractors.
- Review data and reports and generate reports and analysis to assess the staff's quality of work product and to determine why objectives are or are not being met.
- Resolve complaints from insureds, claimants, brokers, other claim personnel, etc., through active participation.
- Complete special projects as assigned by management.
- Make recommendations to management for promotions, staff size, staffing changes, salary administration. May participate in the hiring of new employees.
- General day to day administrative recording keeping and compliance requirements.
- Responsible for overseeing and monitoring performance of company's business partners as necessary.
- Review and approve expense accounts submitted by staff.
- Must be willing to participate in catastrophe claim handling when requested. This may include traveling to other locations, extended and weekend hours and up to a three week stay away from home.
Qualifications and Education
- Five plus years of auto estimating experience preferred
- Three plus years of supervisory experience
- Bachelor’s degree preferred from a four-year College or University.
- ICAR or other Collision Damage Training
- A combination of education, experience and appraisal coursework/certifications will be considered in lieu of a degree
- Must be proficient with Microsoft office Suite Products and Auto Estimating Software.
- Mitchell Estimating Experience a Plus
- Must possess a valid driver’s license in good standing. The successful candidate may be required to obtain out of state appraiser licenses.
- MA State Appraiser License Required
About the Company
The Plymouth Rock Company and its affiliated group of companies write and manage over $2.2 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.
