About GoAuto
GoAuto is a fast-growing organization with a small-company feel. We’re hardworking, friendly, and genuinely care about the people we work with and the customers we serve. You won’t find a stiff corporate environment here — instead, you’ll find a team that values effort, accountability, and treating people right. If you’re motivated, dependable, and ready to grow, GoAuto offers the chance to build a meaningful career.
Here’s what you can expect from us:
- Respect, fairness, and integrity—always
- Supportive teammates
- Empowerment to make an impact and drive change
- The tools and resources you need to succeed
- Recognition for your contributions
- Opportunities to learn, grow, and advance
- Pride in being part of a company that truly cares about its people
About the Role
GoAuto is seeking an experienced and motivated Liability Team Manager to lead a team of Claims Representatives in delivering high-quality, efficient, and customer-focused claims handling. In this role, you will oversee daily claims operations, provide technical guidance on complex liability claims, and drive team performance through effective coaching, mentoring, and accountability. The ideal candidate is a strong leader with extensive personal auto claims experience, sound judgment, and a commitment to developing talent while maintaining high standards of claims quality, productivity, and customer service. This is an excellent opportunity for a claims professional looking to make a meaningful impact within a growing organization.
Responsibilities:
- Direct the claims handling activities of a Team of four to eight Claim Reps from initial assignment to reassignment or resolution.
- Approve timesheets, monitor PTO requests and work with HR to ensure compliance of the Team
- Provide insight and direction to the degree necessary based on claim complexity and individual Claim Rep ability
- Review check issuance requests in a timely manner for appropriateness and accuracy and authorize check issuance where appropriate.
- Review claims for partial or full coverage denial consideration.
- Establish practices, in accordance with peers and executive management, that assure the satisfactory performance of the Team in the areas of customer service, severity, file handling quality and disposition.
- Communicate the organization’s claims handling procedures, attendance expectations and standards of professionalism to Team members and assure compliance.
- Identify, document and address performance deficiencies in a timely and appropriate manner, and in accordance with the company’s performance discipline policy.
- Monitor the utilization of external vendors to assure that the proper expense vs. exposure balance is being maintained.
- Provide ongoing training, coaching, mentoring, encouragement, constructive criticism and praise to Team members to maintain high level of energy, enthusiasm and professionalism.
- Conduct regularly scheduled claim files reviews, diary reviews and closed file audits, in order to provide direction in ongoing claims and performance feedback on closed claims.
- Accumulate and compile information and prepare & present periodic Performance Evaluations to Team members to assist in professional development.
- Regularly utilize and share various claims reports to obtain needed information in the management of your Team and to keep the Team informed, motivated and updated on their work product
- Serve as liaison between company and external vendors or service providers on issues of performance, level of service, expense containment or developments that impact the Claim organization.
- Document activities in claim file notes in clear, complete & concise manner.
- Actively participate in meetings, discussions and Roundtables with subordinates, peers and executive management (claims and otherwise) on topics ranging from individual claim file issues to office environment considerations to long term strategic planning for the organization.
- Assist Team members as necessary to achieve performance objectives of the Team and the Company through active claims file “scrubbing” and if necessary, through Performance Management
- Keep open communication with upper management as to the trends, productivity and issues faced by your Team
- Direct the coverage and file handling of claims in 8 different states
- Handle escalation issues on claims where the customer is dissatisfied with service of their adjuster or the outcome of the claim resolution
- Work the emails and voicemails of their team members who are out of the office
- As needed, if a team member leaves or quits, the manager will often have to work those files to resolution, as well as address all additional emails and calls on all prior claims worked by that adjuster who is no longer here.
Experience:
- Five or more years of experience in a personal lines automobile insurance claim environment is required. Experience in claims management and non-standard claims environment preferred
- College degree is preferred.
- Thorough, demonstrable knowledge of the technical disciplines primarily engaged in by the Claim Rep Team to be managed is essential.
- Proven, demonstrable skills as a coach, trainer, mentor and performance manager are required.
- Strong written & verbal communication skills; prioritization & time management skills; ability to multitask; act independently & decisively and take direction are required.
