The Plymouth Rock Home team is an innovative Insurtech start-up within a successful, well-established insurance organization. We tripled topline revenue over the past 4 years by revolutionizing the way homeowners insurance is priced, marketed, bought, and sold.  Our customers obtain a home insurance quote in seconds.  This @Home product marries cutting edge data science and predictive modeling, a simplified sales process and a feature-rich coverage package that our distributors want to sell and consumers want to buy.  More than just a normal insurances carrier, Plymouth Rock offers assurance beyond expectations.  

This position reports to the Chief Claims Officer of Plymouth Rock Home.  The Director of Complex Claims oversees Plymouth Rock’s most challenging losses.  They will lead teams handling Large Loss (1^st party homeowner claims exceeding $100,000), Homeowner Subrogation as well as Homeowner Litigation & Liability.  This role is based in our Boston, MA headquarters.  The Director manages multiple teams of claims adjusters across a six state footprint, ensures that claims are handled in a timely and efficient manner, resolve customer inquiries and complaints, and stays up-to-date on changes in the insurance industry. 

The Complex Claim Director is a key part of the executive team at Plymouth Rock. They brief top executives (President/CEO) on emerging claims, industry trends and event forecasts.  Their input directly impacts not only day-to-day operations but also strategic planning for the claims department and Plymouth Rock Home.  Our flat organizational structure and lack of red tape create allow the Director to be highly influential and impactful.  They drive the direction and are key to the results of our entire operation.  We expect this Director to lead creative initiatives and an energized group employees that give us a sustainable advantage over our competition.

The ideal candidate is a highly organized and detail-oriented individual with excellent communication and interpersonal skills. They have a strong understanding of insurance laws and regulations.  The director develops and implements new claims training, strategies and procedures that drive best in class operational performance.  Key responsibilities of the role include:

• Strategy: Develop and implement new claims strategies that improve the efficiency and effectiveness of the claims process. This includes identifying areas for improvement, developing new technology, tools resources, and managing the implementation of new initiatives.
• Innovation: Identify and implement innovative solutions to claims challenges. This includes using new technologies, developing new training programs, and creating new ways to interact with customers.
• Resource Management: Effectively manage the resources of the claims team, including budget, personnel, and technology. This includes developing and managing budgets, hiring and training staff, claim distribution, and ensuring that the team has the resources they need to be successful.
• Coaching & Development: Provide one to one coaching to ensure managers are equipped to lead and develop their teams. Identify high potential talent, mentor, to create bench strength and a strong succession plan.

Essential Functions and Responsibilities

• Leads a team of experienced Supervisors and Team Leaders.
• Establishes unit goals for service, efficiency and quality.
• Responsible for multiple teams of Large Loss, Subrogation, Litigation & Liability adjusters.
  • Meets or exceeds all stated objectives
  • Provides insights based on thorough data analysis on all results not meeting standard
  • Rapidly develops and implements action plans to improve any result not meeting standards
• Provides insightful analysis of operational results and any necessary improvement plans for unit.
• Evaluates performance of supervisors and team leaders.
  • Conducts mid-year, annual performance reviews and annual objective setting.
  • Oversees evaluation process of front line adjusters.
• Coaches and develops Supervisors and Team leads, supporting succession planning goals and objectives.
• Demonstrates technical acumen to ensure that coverage is determined correctly and that large loss estimates are settled accurately, liability claims assessed and negotiated to positive outcomes
• Monitors assignment of claims to unit members based on complexity, severity, and volume.
• Reviews active and closed files in compliance with Quality Assurance program to identify trends, provide direction, and provide feedback to unit.
• Participates in catastrophic claim strategy planning and execution.
• Responds to Department of Insurance complaints as needed.
• Reviews and approves settlements that exceed Supervisor/Team Lead authority levels.
• This job will also require occasional field work – becoming involved in on-site damage issues in an attempt to resolve escalated disputes and will also involve field re-inspections to identify and measure improper scoping, adjusting and pricing practices. Staff ride along will be required.

Qualifications and Education

• A Bachelor’s Degree (B.A.) from an accredited four year college or university.
• 10+ plus years related Homeowner claims adjusting and management experience.
• Strong organizational, verbal, and written skills.
• The ability to manage teams through high volume situations and/or adversarial jurisdictions.
• Claim litigation handling, training and supervisory background preferred.
• Experience with Xactware estimating system and Xactanalysis management reporting preferred.

About the Company

The Plymouth Rock Company and its affiliated group of companies write and manage over $1.8 billion in personal and commercial auto and homeowner’s insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 2,000 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of “A-/Excellent”.

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