Position Purpose Responsible for defining, implementing, and managing internal claims programs, self-administration to control quality and costs associated with general liability claims (e.g., customer bodily injury and property damage). This position ensures the companys claims are handled internally in compliance with industry best practices and company policies without reliance on a third-party administrator.
Key Responsibilities -------------------
Claims Handling Standards
Develops and enforces claims handling standards and best practices, and oversees quality assurance programs (e.g., file reviews and audits to ensure adherence to those standards).
Drives continuous improvement in claims processes and outcomes under the self-administration model.
Claims Operations Management
Leads the day-to-day operations of a multi-line general liability claims unit, ensuring consistent application of departmental standards, policies, and procedures.
Oversees claim intake, investigation, and resolution processes to maintain efficiency and compliance with service and quality benchmarks.
Drives cost containment initiatives, including management of allocated expenses on claims.
Monitors loss costs and implements strategies to reduce average claim costs while maintaining fairness and compliance (e.g., early resolution programs, subrogation efforts, etc.).
Settlement Authority Oversight
Assumes oversight for all claim settlements and reserve decisions within designated authority levels - reviewing and approving settlements in accordance with company guidelines.
Reviews written settlement evaluations and escalates to the appropriate approval level in the organization when required.
Stakeholder Communication
Establishes clear interface guidelines and communication channels among all parties involved in claims, including the internal claims team, examiners, adjusters, store management, associates, and the Legal department.
Regularly communicates claim status and trends to senior management and other stakeholders.
Team Leadership
Manages and develops the in-house claims staff.
Responsible for the selection, training, performance appraisal, and professional development of direct reports.
Fosters a high-performance team culture and provides coaching and guidance to ensure adjusters meet regulatory requirements and company performance standards.
Travel Requirements -------------------
Typically requires overnight travel 5 to 20 of the time.
Physical Requirements -------------------
Most of the time is spent sitting in a comfortable position, and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.
Working Conditions -----------------
Located in a comfortable indoor area, any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications ---------------------
Preferred Qualifications ----------------------
Minimum Education -----------------
The knowledge, skills, and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education -----------------
The knowledge, skills, and abilities typically acquired through the completion of a bachelors degree program or equivalent degree in a field of study related to the job.
Minimum Years of Work Experience ------------------------------
8
Preferred Years of Work Experience -------------------------------
10
Minimum Leadership Experience -----------------------------
3 years of previous leadership experience
Preferred Leadership Experience -----------------------------
5 years of previous leadership experience
Certifications --------------
Insurance licensing as required by state
Competencies ------------
As an essential retailer to the communities we serve, our stores are open and our warehouse distribution centers are running. We’re taking measures to keep our associates safe, including: