Under the direction of the VP-Catastrophe Operations, this Director of Catastrophe Operations – DESK, directs the overall catastrophe claims process for multiple groups or locations; ensures maximum profits by managing service delivery and controlling expenses; provides training and technical expertise to Catastrophe Managers and adjusters to ensure the overall optimization of the Desk claims program.
This leader will have a mastery level of experience in the technical aspects of the residential claims’ loss experience. The position will require strong to mastery level leadership competencies that will develop and deliver a result-driven operation. This position will be required to foster relationships and provide key leadership communication with a wide variety of stakeholders at varying levels and roles, including but not limited to Senior and Executive levels and insurance carrier product and program management. This leader must also have a demonstrated record of leading a large property claims operation in delivery of key metrics focused on exceptional customer service and quality. Assists with Budgets & Planning; Operational Efficiency; Client Satisfaction; Product Enhancement.
This is a full-time in-office position that requires local residency within reasonable commuting distance of Crawford’s Global Headquarters in Peachtree Corners, GA.
Responsibilities
- Maintains appropriate catastrophe adjuster roster staffing levels through directing the recruiting, interviewing, and hiring process.
- Oversees the deployment of adjusters in catastrophe situations to scale up to meet volume demands for Desk operations.
- Ensures that deployed personnel are in compliance with local, state and federal licensing requirements.
- Ensures that deployed adjusters meet client standards and certification requirements.
- Manages and controls expenses to improve profit margins.
- Provides technical expertise to Staff and Catastrophe adjusters and managers (Desk).
- Executes critical choices and claim decisions from a centralized desk environment with minimal oversight under tight deadlines and changing priorities, while collaborating seamlessly across teams to deliver results.
- Audits claims for quality assurance; follows up to ensure that problems have been rectified.
- Directs efforts to minimize aged accounts receivable.
- Upholds the Crawford Code of Business Conduct at all times.
- Participates in special projects as requested.
Qualifications
- Requires a bachelor's degree or an equivalent combination of education and experience.
- Previous in-depth property claim handling experience, supervising the delivery of services required by the branch office; and previous leadership experience required. Must have a proven track record of leading, mentoring and developing subordinate managers.
- In-depth knowledge of insurance coverages, insurance terminology and practices and the claims handling process.
- Excellent verbal and written communication ability.
- Demonstrated self-directed decision making & stakeholder engagement skills
- Strong computer skills and expertise in use of property claims handling software (Guidewire and Xactware products)
- Must have current home state license or designated home state license. Must be willing to obtain additional adjuster's licenses in multiple states as needed.
- Bilingual a plus.
- May require travel and overnight stays which may be for extended periods of time during a catastrophe event.
- Acceptable results on pre-employment drug screen, criminal background check and motor vehicle records check.
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