Claims Manager

Walsh Duffield Companies, Inc.; Buffalo (NY); Sur place; USD 55 000 - 90 000; Plein temps

Résumé du poste

Walsh Duffield Cos., Inc. is seeking a Claims Manager to lead the Personal Insurance Division's claims operations in Buffalo, NY.

The role emphasizes client advocacy, timely guidance, and strong collaboration with insurance carriers to deliver compassionate, informed service during losses. The position requires leadership, solid insurance knowledge, and a commitment to outstanding client satisfaction, retention, and agency reputation.

Qualifications

• Leadership and accountability to guide the Personal Insurance division.
• Strong client advocacy and service orientation under pressure.
• Extensive knowledge of personal insurance coverages and claims procedures.
• Excellent communication, both written and verbal, with clients and carriers.
• Ability to manage multiple open claims and meet deadlines.

Responsabilités

• Oversee the Personal Insurance Division's claims process from reporting through resolution.
• Lead inbound claim handling and provide responsive assistance to clients.
• Coordinate claim information via phone, email, and in person with carriers.
• Develop team capabilities and maintain carrier relationships.
• Identify opportunities to improve claims workflows and processes.
• Ensure compliance with agency procedures and quality standards.

Connaissances

Leadership

Client advocacy

Insurance expertise

Communication

Problem-solving

Organization

Relationship management

Technology proficiency

Continuous improvement

Teamwork

Formation

Property & Casualty license

Outils

Agency management system

Description du poste

• Base Pay $55,000.00 - $90,000.00 / Year
• Job Category Personal Lines, Claims
• Employee Type Exempt
• Manage Others No

Contact information

• Email [e-mail]

Description

JOB SUMMARY:

The Claims Manager plays a critical leadership role in delivering the exceptional service and personal attention that define the Walsh Duffield Companies, Inc. client experience. This position oversees the day-to-day operations of the Personal Insurance Division's claims function, ensuring clients receive knowledgeable guidance, timely assistance, and compassionate support when they need it most.

A claim is often the moment when clients need their insurance agency the most. The Claims Manager leads the effort to make that experience as smooth, responsive, and reassuring as possible. This individual serves as a key advocate for our clients, a trusted resource for our Personal Insurance team, and a collaborative partner to our insurance carriers.

In addition to overseeing claim intake, reporting, documentation, and follow-up, the Claims Manager is responsible for developing team capabilities, maintaining strong carrier relationships, identifying opportunities to improve processes, and establishing consistent service standards. Success in this role requires strong leadership, sound judgment, technical insurance knowledge, and a genuine commitment to client satisfaction, retention, and the reputation of Walsh Duffield.

ESSENTIAL FUNCTIONS
Claims Leadership and Client Advocacy

• Oversee the Personal Insurance Division's claims process, ensuring claims are handled promptly, accurately, and professionally from initial reporting through resolution.
• Lead inbound claim handling and provide responsive, knowledgeable assistance to clients experiencing a loss.
• Serve as a resource for clients, producers, account executives, and service team members on claim-related questions, coverage concerns, and appropriate next steps.
• Communicate with empathy, professionalism, and clarity, helping clients understand the claims process and what to expect throughout their experience.
• Coordinate claim information received by telephone, email, mail, and in person, ensuring appropriate action and follow-up.
• Report claims to the appropriate insurance carriers on the same business day, using electronic reporting or telephone communication as appropriate.
• Ensure claim files and agency management system records are complete, accurate, and maintained in a timely manner.
• Monitor service quality and responsiveness, maintaining established agency standards for communication, call handling, and client satisfaction.

Team Leadership and Development

• Provide guidance, training, and support to colleagues on claims procedures, documentation standards, agency systems, and best practices.
• Promote a collaborative, accountable, and service-oriented team environment.
• Establish priorities and coordinate workflow to ensure timely, accurate, and consistent claim handling.
• Crosstrain team members and help develop the knowledge and skills necessary to maintain effective operations and continuity of service.
• Assist other members of the Personal Insurance Division when needed, demonstrating flexibility, professionalism, and a positive attitude.
• Reinforce agency procedures, quality standards, and the expectations of the E&O Plus Quality Management Program.

Collaboration and Continuous Improvement

• Work collaboratively with clients, producers, account executives, insurance carrier representatives, and other Walsh Duffield employees to resolve claim-related issues.
• Identify opportunities to improve claims workflows, communication, documentation, technology utilization, and the overall client experience.
• Recommend and help implement process improvements that increase efficiency, strengthen quality control, and reduce errors and omissions exposure.
• Promote agency goodwill by consistently demonstrating integrity, professionalism, responsiveness, and a commitment to client service.
• Support the agency's broader sales, service, and retention objectives through effective claims advocacy and strong internal partnerships.

ADDITIONAL RESPONSIBILITIES

Claims Oversight and Follow-Up

• Maintain an active understanding of open claims and diligently follow up with insurance carriers to promote timely progress and resolution.
• Review claim activity regularly, identify delays or service concerns, and take appropriate action to move claims forward.
• Communicate significant claim developments, changes in claim status, and emerging concerns to the appropriate producers, customer service representatives, and management.
• Identify severe, complex, or frequent losses and coordinate appropriate communication and follow-up with producers, service team members, and agency leadership.
• Help identify potential coverage concerns, claim-handling issues, and circumstances requiring additional attention or escalation.
• Maintain accurate claim histories and ensure relevant information is accessible to authorized agency personnel.
• Respond to insurance carrier claim personnel promptly and with integrity, generally within 24 hours of receiving a request.
• Visit insurance carrier offices when appropriate to strengthen working relationships, understand carrier procedures, and improve coordination.
• Provide backup and cross-functional support to the Commercial Lines Claims Department during high volume or staff absence.
• Adhere to the stated expectations of the E&O Plus Quality Management Program.
• Agency specific training will be provided.

Carrier Relationships and Industry Knowledge

• Develop and maintain a thorough understanding of personal insurance coverages, policy provisions, claims practices, and carrier-specific procedures.
• Build productive working relationships with carrier claims departments to facilitate communication, address service issues, and improve outcomes for clients.
• Stay informed about industry developments, emerging products, legislative and regulatory changes, technology, and claims trends affecting the Personal Insurance Division.
• Participate in continuing education and professional development to maintain technical expertise and leadership effectiveness.

Reporting, Quality Control, and Administration

• Prepare claims reports, management summaries, and other analyses as requested.
• Monitor claims activity and identify recurring issues, service trends, and opportunities for operational improvement.
• Take a proactive approach to claims analysis, using loss data to guide claim strategy, reserving, and risk management recommendations.
• Ensure claims handling practices align with agency procedures, documentation requirements, quality management standards, and applicable professional obligations.
• Maintain proficiency in agency management systems, claims reporting platforms, Microsoft Office, and other relevant technologies.
• Perform other duties as assigned to support the effective operation of the Personal Insurance Division.

Requirements

EDUCATION AND EXPERIENCE

• A minimum of four years of relevant experience in personal insurance, required.
• A minimum of four years of personal insurance claims experience, preferred.
• Demonstrated experience in personal insurance claims handling, client service, or insurance operations, preferred.
• Previous leadership, supervisory, training, or workflow management experience in personal insurance, preferred.
• Experience working with personal insurance carriers, agency management systems, and electronic claims reporting platforms, preferred.
• Property & Casualty license (within 6 months of hire), required.

KNOWLEDGE, SKILLS AND ABILITIES

• Leadership and accountability: Ability to lead by example, establish priorities, support employee development, and maintain high-performance standards.
• Client advocacy: Strong commitment to delivering responsive, compassionate, and effective service, particularly when clients are navigating stressful or difficult losses.
• Insurance expertise: Thorough understanding of personal insurance products, coverages, policy provisions, claims procedures, and insurance markets.
• Communication: Excellent verbal and written communication skills, including the ability to explain complex insurance and claims issues in clear, understandable terms.
• Problem-solving and judgment: Ability to evaluate complex situations, recognize potential issues, determine appropriate next steps, and escalation when necessary.
• Organization and time management: Ability to manage competing priorities, oversee multiple open claims, maintain accurate documentation, and meet established deadlines.
• Relationship management: Ability to build and maintain productive relationships with clients, colleagues, producers, insurance carriers, and other business partners.
• Technology proficiency: Ability to effectively use agency management systems, claims reporting tools, Microsoft Office applications, and other relevant technology.
• Continuous improvement: Ability to identify operational inefficiencies, recommend practical solutions, and support the implementation of improved processes.
• Teamwork and adaptability: Ability to work effectively in a fast-paced environment, collaborate across departments, and adapt to changing business needs.
• Professional integrity: Demonstrated commitment to confidentiality, ethical conduct, accuracy, and compliance with agency procedures and professional standards.

Summary

Reports to/Department

Vice President, Personal Insurance Division

FLSA Job Classification

Exempt (Full-Time)

ADA Requirements

Walsh Duffield Cos., Inc. complies with the Americans with Disabilities Act. Reasonable accommodations may be made to qualified individuals with disabilities to perform the essential functions of this position.

Physical Demands and Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to sit while using hands to use a computer or other technologies. The employee frequently is required to see, talk and hear. The employee is occasionally required to stand, walk, and reach with hands and arms.

The employee must regularly lift and/or move up to 10 pounds.

The noise level in the work environment is usually light.

This job description is intended to describe the normal level of work required by the person performing the work. The principal duties outlined are the essential responsibilities and duties. Other duties may be assigned as needs rise, or as required.

This description is not intended as a contract and is subject to change. Any written contractual agreements supersede this job description. All requirements may be modified to accommodate physically or mentally challenged staff members reasonably.

Walsh Duffield Cos., Inc. is an equal opportunity employer (EOE) and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity, sex orientation, national origin, genetic information, sex, age, disability, protected veteran status, or any other characteristic protected by law. We welcome diversity and highly encourage applications from diverse candidates, including those with disabilities.