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About the Role

Manage a team of claims professionals for the General Liability line of business, overseeing all claim resolution activities to ensure accurate and timely disposition in accordance with company protocols. Implement company initiatives and drive overall team results within broad authority limits.

Responsibilities

• Oversee work activities of a team of claims professionals, setting expectations, providing direction and coaching, facilitating training and development, managing performance, and contributing to engagement.
• Contribute to business results by ensuring claims are handled effectively per company protocols, meeting quality and customer service standards, and managing expenses.
• Achieve customer satisfaction targets by ensuring quality, service, and cycle time standards are met or exceeded, and handling escalated customer service issues promptly.
• Ensure claim handling protocols are followed by maintaining file engagement, monitoring quality dashboards, and partnering with quality assurance resources for technical guidance.
• Recognize trends and implement improvements by monitoring team performance, analyzing data, and developing strategies to enhance quality, customer satisfaction, and claim outcomes.
• Contribute to department budget achievement and manage claim resolution expenses by ensuring appropriate vendor usage and holding the team accountable to productivity and timely disposition standards.
• Build and maintain collaborative relationships with internal and external partners, including claims operations, coverage resources, underwriters, SIU, Recovery Services, customers, brokers, and vendors.
• Communicate pertinent information to employees through team meetings, 1:1 discussions, reinforcing leadership messages, and providing access to process and protocol documentation.
• Maintain compliance with state/local regulatory requirements by following company guidelines and staying current on commercial insurance laws and trends.
• Participate in or lead project teams.
• Perform additional duties as assigned.

Requirements

• Knowledge of the insurance industry and the organization's products, policies, and procedures.
• Ability to effectively identify, lead, coach, engage, develop, and retain claim professionals.
• Strong claims resolution skills and knowledge of insurance and claims principles, practices, and procedures for the area of responsibility.
• Strong analytical and problem-solving skills, with the ability to prioritize and manage multiple priorities.
• Ability to collaborate effectively with internal and external business partners.
• Excellent communication skills and customer service experience.
• Developing ability to succinctly present to senior management.
• Ability to utilize data and analytics to measure business results and drive continuous improvements.
• Ability to manage ambiguous situations and business issues.
• Ability to embrace change and value diverse ideas and opinions.
• Knowledge of Microsoft Office Suite and other business-related software.
• Ability to model CNA's leadership behaviors.

Skills

• Leadership
• Coaching
• Performance Management
• Employee Engagement
• Claims Handling
• Customer Service
• Expense Management
• Data Analysis
• Collaboration
• Communication
• Problem Solving
• Microsoft Office Suite

Location

• Remote
• Hybrid

Work Type

• Full-time

Experience Level

• Minimum of seven years of related work experience
• Previous management experience is preferred

Education Level

• Bachelor's degree or equivalent experience
• Applicable certifications or professional designations preferred

Salary/Compensations

• In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $72,000 to $141,000 annually.

Benefits

• Comprehensive and competitive benefits package to help employees and their family members achieve their physical, financial, emotional and social wellbeing goals.

About the Company

• At CNA, we strive to create a culture in which people know they matter and are part of something important, ensuring the abilities of all employees are used to their fullest potential.
• We foster a culture where people know they matter, feel connected to meaningful work, and are supported in using their talents to their fullest potential.
• CNA utilizes AI-enabled technology during the recruiting process.
• CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process.

Equal Opportunity

• To request an accommodation, please contact leaveadministration@cna.com