Claim Manager - Excess and Surplus

  • Church Mutual Insurance Company
  • Madison, WI
Full Time Insurance

Job Description


We are seeking an individual with extensive experience in Construction Defect and Excess and Surplus claim handling and management. 


Manage and provide leadership to multiple claims units in accordance with company claim policies, practices, and procedures within delegated authority levels. Guide claims management to drive optimum claim outcomes in support of operational goals and business objectives. Identify and analyze areas for potential business risk, and mediate complaints and disputes regarding claim resolution. Oversee the operational budget and monitor expense control. Oversee staffing models, hiring and retention, and productivity numbers for the line of business. Supervisor responsibilities to include staffing, training and development, performance management, and work force planning.


I. Supervisor/manager responsibilities may include all of the following:

A. Staffing needs, to include interviewing and onboarding for new employees.

B. Training and development, as well as coaching and motivation, for staff.

C. Performance management, goal setting, employee engagement, and salary administration.

D. Work force management to include: unit equipment, software, and space needs, approving time off and overtime usage, and budget recommendations.


II. Manage the claim activity and workflow for multiple claims units to maintain the highest professional customer service and technical standards and to ensure work is produced in a timely fashion and that all deadlines are met.


III. Oversee the timely settlement of claims and acceptable closing ratios for the line of business.


IV. Mediate complaints and disputes regarding claim resolution.


V. Develop, recommend, and manage the operating budget for the claims units in meeting the overall goals and objectives of the Claims Department.


VI. Ensure each unit is meeting the expectations as defined through the unit's best practice guidelines and in compliance with all applicable legal and regulatory requirements.


VII. Provide oversight on expense control in accordance with the unit's policies, practices, and procedures.


VIII. Manage and keep current on all claims processes, procedures, and changes in accordance with company guidelines.


IX. Maintain override capability, authorize settlements up to designated authority limits, and submit recommendations to designated officials for those claims in excess of authority level.


X. Oversee claims staffing models, hiring and retention, and productivity numbers to ensure they are in compliance with company standards.


XI. Identify areas of potential business risk and communicate these to the VP - Claims including, but not limited to, the following:

A. Claims with amounts in excess of authority.

B. Punitive damage claims or alleged punitive damage claims.

C. Errors and omissions claims.

D. Written customer complaints and any oral complaint not resolved or which you do not feel confident in handling.

E. All complaints filed with state insurance departments.

F. Claims involving bad faith or threats of bad faith or where you feel there is a potential claim for bad faith.

G. Directors, officers and trustees liability claims (Casualty, Subrogation.).

H. Extra contractual claims or claims for damages that reach or exceed limits of liability.


I. Denial of defense of our insureds.


XII. Present claims committee transactions for approval or reporting as needed.


XIII. Travel as required for mediations, seminars, settlement conferences, etc.


We are seeking an individual with five to ten years of experience managing teams with Construction Defect, Excess and Surplus, and related areas.


Additionally, we are seeking ten plus years of experience handing Construction Defect or related claims.


1. Prior Experience:

A minimum of five to seven years of commercial lines claims experience and a minimum of two years of supervisory experience or equivalent is required.


2. Education:

• A four-year college degree or the equivalent in related insurance experience is required.
• Completion of CPCU, AIM, and/or SCLA designations is preferred.


3. Necessary Knowledge and Abilities:
• Ability to manage effectively.
• Leadership skills.
• Strong customer service focus.
• Strong strategic thinking skills.
• Strong critical thinking skills.
• Strong knowledge of multijurisdictional legal principles.
• Knowledge of Microsoft Office tools.
• Ability to understand and utilize business reports and other data analysis tools.
• Ability to adapt to changing environments.
• Collaboration and partnering skills.
• Strong problem-solving skills.
• Strong systemic-thinking skills.
• Strong team-building skills.
• Ability to elicit needed knowledge.


Church Mutual is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.


General Business

Education Requirements

Bachelor's Degree



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