| General Summary | Under the general supervision of the Claims Manager, the Claims Supervisor manages and evaluates the work performance of the Claims Agent I/II staff and is responsible for the analysis and management of claim files within the department. The Claims Supervisor leads, trains, and monitors the activities of all liability claims adjusters. |
| Essential Functions | - Supervises employees including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination
- Prepares and presents employee monthly appraisals, mid-year and annual evaluations
- Coaches, develops, and mentors staff and oversees team activities and productivity
- Assists with the assignment of loss claims filed against the Commission and the disposition of same
- Assists with the assignment of billed work claims filed by the Commission and the disposition of same
- Reviews and evaluates liability claims under the Commission’s self-insurance program
- Ensures timely investigation, reserves and resolution of claims while maintaining fair and adequate settlement amounts
- Serves as a resource for answering claims questions and inquiries
- Works with the Claims Manager to coordinate staff training and development
- Makes recommendations to and participates with claims manager in developing and evaluating claims procedures
- Reviews files for reserve and settlement authority
- Assists Claims Manager with reports as well as maintaining documentation of the experience levels of the agents and the complexity of processed claims
- Responsible for ensuring that customer requests/inquiries are responded to in a timely and effective manner resulting in high customer satisfaction and compliance with WSSC Water’s policies, procedures, and regulations
- Handles escalated customer problems referred by the Section Manager, Deputy General Counsel, General Counsel, Commissioners, and General Manager
- Coordinates with other teams and field staff to ensure timely and accurate claims processing and handling of customers
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| Other Functions | - Participates in claims dispute resolving committee hearings and testifies in court and depositions
- Handles complex claims, as required
- Performs related duties, as assigned
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| Work Environment And Physical Demands | Work is performed in a business casual office environment. |
| Required Knowledge, Skills, And Abilities | - Thorough knowledge of claims investigative work and claims-related procedures
- Ability to gain thorough knowledge of the Maintenance Management Information System (MMIS) and claims database
- Excellent organizational, analytical and decision-making skills
- Knowledge of supervising claims adjustments
- Ability to effectively handle difficult customer situations
- Ability to plan, assign and supervise the work of direct reports
- Ability to communicate effectively in verbal and written form
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| Minimum Education, Experience Requirements | - Associate’s degree in business administration, or related discipline
- 5+ years’ experience investigating, evaluating and resolving complex liability or property claims
OR
- High School diploma (or equivalent)
- 7+ years’ experience investigating, evaluating and resolving complex liability or property claims
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| Additional Requirements | Completion of the WSSC Water Financial Disclosure statement within 30 days of employment and annually thereafter |
| Preferences | • Supervisory experience highly desired. • Claims certification or Bachelor’s degree is helpful.
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| Salary | $82,732 - $140,868 |
