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Palo Alto, California

Claims Manager


One of our core values is providing phenomenal service. A great claims experience is fundamental to that goal, and we’re looking for someone to help us achieve it. The Claims Manager will be responsible for creating and managing the Next Insurance claims experience-- one that will cement our position as the leader in small business insurance, including serciving. The Claims Manager will be responsible for the timely and proper resolution of claims with a customer-first attitude, and ensure complete and sound claim settlements, legal reviews, and investigations. They will work cross-functionally to innovate on claims adjudication, including automation of the resolution process. They will manage a team of high performing claims agents and in-house adjusters as well as experienced claims professionals. They will report on loss ratios, develop metrics to measure our overall claims performance, and use data to identify and address process gaps.

Responsibilities

Manage a team of claims agents, adjusters, and experienced claims professionals

Build our in-house claims adjudication process and identify opportunities for automation of claims resolution

Own the gathering and sharing of insights from claims data to identify opportunities for product improvements

Partner with our compliance team to ensure adherence to regulatory and statutory requirements

Develop and own metrics to track performance,, including customer experience and reduced loss ratios

Monitor and evaluate reserves to ensure that reserve activities are consistent with Next Insurance corporate policies.

Communicate with reinsurance brokers and reinsurers to provide information necessary for processing claims.

Monitor claim and expense payments to assure appropriateness and compliance within designated authority level.

Desired Skills and Experience:

Minimum 5 years of professional experience in a space involving complex operational/regulatory processes. Dispute or complaint resolution preferred.

Experience managing teams

BA, BS, or MS degree from a top university

Exceptional Excel and data management skills

Strong communication and organization skills

Bonus: high-growth operations experience

Bonus: Experience working in a support environment

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