Commercial Casualty Supervisor, Complex Claims - Remote

CSAA Insurance Group, a AAA Insurer; Springfield (IL); Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Annual bonus eligibility

401(k) with company match

Job summary

Mobilitas, created by CSAA Insurance Group, seeks a Commercial Casualty Supervisor, Complex Claims to oversee high‑complex auto and commercial injury claims across states. The role involves supervising a virtual team, directing workflows, and ensuring regulatory adherence in a remote, nationwide setting.

Responsibilities include guiding adjusters, managing litigated files, coaching staff, and coordinating with brokers and partners to sustain strong relationships.

Qualifications

• 5+ years of experience in progressively responsible professional and/or supervisory position within a claims environment.
• 7+ years of complex claims experience.
• Two or more years of litigation experience, preferably involving SIU.

Responsibilities

• Oversees investigation, evaluation, negotiation, and resolution of claims.
• Provides guidance to adjusters on coverage, liability, settlements, and complex issues.
• Directs daily operations, staffing, and coverage across shifts, up to seven days a week.

Skills

Leadership

Experience in claims supervision

Communication skills

Education

Bachelor’s degree in a related field

HS/GED or 3-year customer service in virtual env

SIU/Professional designation (AIC/CPCU/ICAR)

Job description

Commercial Casualty Supervisor, Complex Claims - Remote

Job Reference: R8073

We’re Mobilitas, created by CSAA Insurance Group, we serve the unique needs of the modern mobility sector. We specialize in tailored solutions for today’s evolving transportation landscape, helping our partners manage risk, move quickly and deliver exceptional experiences. We’re looking for motivated, innovative individuals who think big, move fast and want to help shape the future of mobility.

As a Commercial Casualty Supervisor, Complex Claims, you will supervise complex 1st and 3rd party auto and commercial injury claims, including litigation file handling for minor to complex litigated claims. You will be responsible for supervising claims in multiple states virtually. You may potentially manage First Notice of Loss injury queue and may act as claims Liaison in partner states to build and maintain relationships with partner clubs.

Operations Management

Oversees the investigation, evaluation, negotiation, and resolution of claims, ensuring effective workflow management and adherence to departmental standards.

Provides technical guidance to adjusters, reviewing claims for coverage, liability, settlement authority, and appropriate resolution of complex issues.

Directs daily business unit operations, including workflow distribution, phone queue management, staffing, and coverage across multiple shifts, including operations of up to seven days per week.

Establishes and monitors employee performance goals, departmental objectives, and service standards to support business strategies and operational effectiveness.

Monitor claims quality and customer service performance through file reviews, Quality Assurance Reports (QARs), surveys, and feedback to identify opportunities for improvement.

Ensures compliance with organizational policies, operating procedures, safety standards, and Department of Insurance (DOI) regulations, communicating and implementing changes as needed.

Participates in specialty Committee Review Processes and facilitates meetings to support claims decisions and efficient departmental operations.

Recommends improvements to operational plans, processes, and resource utilization to enhance efficiency, service quality, and business results.

Supports staffing and financial management through recruitment, interviewing, hiring decisions, budget planning, and oversight of internal and external resources.

Collaborates with cross-functional teams on business initiatives and serves as a claims liaison for commercial customers and brokers, building and maintaining strong business relationships.

Performance Management

Identifies employee training needs and coordinates development opportunities to strengthen job-related skills, performance, and customer service.

Promotes employee growth and development through coaching, mentoring, ongoing feedback, and recognition of individual and team achievements.

Manages employee performance through formal evaluations, performance appraisals, and recommendations regarding compensation, promotions, and terminations.

Communicates and enforces organizational policies and procedures, administering counseling, disciplinary measures, and corrective actions in partnership with management and Human Resources.

Claims Procedures

Oversees claim investigations and resolution, making coverage determinations on matters ranging from simple to complex.

Ensures compliance with Commercial Auto claims procedures, company policies, and Department of Insurance (DOI) regulations across multiple states.

Oversees the timely investigation and resolution of DOI, company, and customer complaints.

Casualty Litigation Oversight

Oversees the performance of internal and external counsel, ensuring effective management of defense costs, legal billing, and fee arrangements.

Manages client communications and collaboration on litigation matters involving the client, ensuring alignment on resolution strategies.

supporting employee resource groups, mentoring employees, volunteering, joining cross-functional projects, encouraging team member involvement in these activities).

willing to have cameras when it matters: interviewing candidates, building relationships with team members, etc.).

Travels as needed for role, including enterprise meetings, divisional / team meetings, and other in-person meetings.

Fulfills business needs, which may include investing extra time, helping other teams, etc.

Qualifications

• 5+ years of experience in progressively responsible professional and/or supervisory position within a claims environment.
• 7+ years of complex claims experience.
• Demonstrated technical expertise in handling casualty claims of varying complexity relevant to the adjuster roles supervised.
• High School (HS)/GED or 3-year customer service experience in a virtual environment leveraging internet, phone, and chat features.
• Bachelor’s degree (BA/BS) in a related field.
• Two or more years of litigation experience, preferably involving Special Investigations Unit (SIU) claims.
• Professional designation or certification such as Associate in Claims (AIC), Chartered Property Casualty Underwriter (CPCU), or ICAR.

Please note we are hiring for this role remote anywhere in the United States with the following exceptions: At Mobilitas, we are a mission-driven organization proudly committed to empowering our members, our employees, and our communities to thrive .

We offer a total compensation package, annual bonus eligibility for most roles, 401(k) with a company match, and so much more!

Flexible Workplace:

We embrace a remote-first culture through our Flexible Workplace. Most employees hold Home-Flex roles, working primarily from home, often with the flexibility to work from various locations including Mobilitas offices. Our flexible workplace empowers you to balance remote work with intentional in‑person moments that deepen connection and collaboration.

Inclusion and Belonging:

As climate change leads to more frequent and severe weather events, we are taking bold action to build more resilient communities and reduce our environmental impact.

Mobilitas is committed to providing reasonable accommodations to qualified applicants and employees with disabilities or other limitations. If you would like to request an accommodation to participate in the job application or interview process, please contact you apply and are selected to continue in the recruiting process, we will schedule a preliminary call with you to discuss the role and will disclose during that call the available salary/hourly rate range based on your location. Please do not apply for this role if at any time (now or in the future) you will need immigration support (i.e., H-1B, TN, STEM OPT Training Plans, etc.).

However, we have a location-based compensation structure. This role also includes an opportunity for a company-wide annual discretionary bonus, through our Annual Incentive Plan (AIP), of up to 12% of eligible pay.