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Role Description

This role offers an exciting opportunity to lead and shape a high-performing claims team in a fast-paced, technology-driven insurance environment. The Complex and Represented Claims Manager will oversee desk adjusters handling property claims, appraisals, mediations, and pre-suits, ensuring operational excellence and superior customer service. You will play a pivotal role in developing claims processes, training and mentoring staff, and collaborating with internal teams and external contractors to achieve organizational goals. This position combines leadership, technical expertise, and hands-on involvement in complex claims, offering a rewarding chance to make a direct impact on both team performance and operational success. Travel within the U.S. for meetings and training is expected, while the role remains fully remote.

• Lead, mentor, and develop a team of desk adjusters to ensure efficient, accurate, and high-quality claims handling.
• Analyze and report team performance metrics to optimize workflow, customer service, and overall operational efficiency.
• Manage selection, evaluation, and retention of contractors, adjusting firms, and other external experts supporting claims operations.
• Establish and maintain comprehensive claims handling guidelines, ensuring consistency and adherence to best practices.
• Conduct audits, business reviews, and quality assessments of team members and external providers to maintain compliance and performance standards.
• Participate in special projects and contribute to continuous improvement initiatives across the claims function.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 5+ years as a desk adjuster in homeowner/property insurance, handling all perils (fire, hail, wind, water, theft, lightning, vandalism, etc.).
• 3+ years of management experience leading a team of 5–10 adjusters in the P&C insurance space.
• Strong technical expertise in loss estimating, homeowner policy coverages, construction, and claims processes.
• Experience with contractors, vendors, Proof of Loss evaluation, CRN, DTPA, NOI, mediations, and appraisals.
• Current or eligible adjuster licensing in relevant U.S. states (FL, TX, NY, LA) and familiarity with HAAG certification is a plus.
• Proficiency in MS Office, Slack, Teams, and claims-related software; Symbility experience is advantageous.
• Exceptional communication, organizational, and problem-solving skills, with the ability to thrive in a metrics-driven environment.
• Ability to manage multiple priorities, provide solutions to complex situations, and maintain high attention to detail.

Benefits

• Competitive base salary of $90,000–$105,000 per year, plus potential bonuses or incentives.
• Comprehensive medical, dental, and vision coverage.
• Short- and long-term disability (company-paid) and voluntary life & AD&D options.
• Flexible healthcare and dependent care accounts (FSA/HSA).
• 401(k) with generous matching and no vesting schedule.
• 20 days of PTO annually (prorated based on hire date).
• Fully remote work with designated quiet workspace and reliable internet connectivity.
• Opportunity to work in a collaborative, innovative, and fast-paced insurance technology environment.