Complex Claims Director - Financial Lines Cyber, Technology, Media, MPL & Fidelity

CNA Insurance; Chicago (IL); On-site; USD 97,000 - 189,000; Full time

Job summary

CNA Insurance in Chicago area is seeking a senior leader to manage a team of specialized claims professionals across Cyber, Technology, MPL and Fidelity lines. The role emphasizes leadership, analytics, and strategic management to improve customer outcomes and profitability.

The ideal candidate has a J.D. and at least seven years of related leadership experience. Salary ranges are disclosed for various jurisdictions, reflecting market competitiveness and regulatory considerations.

Qualifications

• Thorough knowledge of the insurance industry and the organization’s products, policies and procedures.
• Ability to recruit, lead, coach, develop and retain talented claim professionals and/or managers.
• Advanced technical expertise in a specialized or highly complex line of business with claims knowledge.
• Excellent communication skills and customer service experience, with ability to present to senior management.
• Knowledge of Microsoft Office Suite and other business-related software.

Responsibilities

• Leads the work activities of medium to high severity specialized Claims Professionals and manages execution of Claims Priorities.
• Drives profitability by managing productivity, expenses, vendors, and claim resolution strategies while ensuring quality.
• Ensures customer satisfaction by holding the team to high-quality, timely service and initiatives.
• Monitors file engagement, dashboards and training needs; addresses gaps and opportunities.
• Uses data analytics to monitor performance and develop strategies to improve operations.

Skills

Leadership

Data analytics

Communication

Customer service

Collaboration

Budgeting

Strategic thinking

Claims knowledge

Microsoft Office

Education

J.D. preferred

Job description

You have a clear vision of where your career can go. And we have the leadership to help you get there. 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.

Under broad direction manages a team of highly technical and/or specialized claims professionals handling Cyber, Technology, Media, Miscellaneous Professional Liability (MPL), and Fidelity claims.

Responsibilities include delivering superior business results through the effective management of the claims team.

We are open to all CNA office locations with a strong preference for Chicago, IL or New York (New York City, Tarrytown and/or Melville).

Essential Duties & Responsibilities:

• Leads the work activities of medium to high severity specialized Claims Professionals and has full management responsibility for executing the Claims Priorities and demonstrating the Claims Leadership Competencies by setting and communicating clear expectations, providing direction and situational coaching, facilitating ongoing training and development, and managing employee performance.
• Contributes to organizational profitability by driving productivity, managing expenses, ensuring appropriate use of vendors, overseeing and authorizing claim resolution strategies, and ensuring quality and customer service standards are met or exceeded.
• Ensures customer satisfaction by holding team accountable to deliver high quality and timely claim service, identifying service opportunities, and developing initiatives, processes and training that contribute to a positive customer experience.
• Ensures applicable claim handling protocols are followed by maintaining and/or overseeing appropriate file engagement, monitoring quality dashboards, providing ongoing feedback and addressing training needs.
• Regularly uses data analytics to monitor team(s) performance, and develops strategies to drive operational effectiveness, and improve the overall performance of the organization.
• Responsible for effectively managing department and claims expenses by achieving productivity targets, efficiency and quality standards, appropriately leveraging internal and external resources, and using data analytics to identify trends and opportunities.
• Ensures optimal and effective operation by developing and maintaining collaborative business partnerships with internal and external resources while recognizing connections and inter‑dependencies and maximizing relationships to effectively manage the operation.
• Effectively communicates and shares pertinent and timely information to employees by holding team meetings, regular 1:1 employee discussions, reinforcing leadership messages and providing shared access to company process and protocol documentation.
• Participates with senior leadership in the development, implementation and reinforcement of claim handling protocols, business strategies and objectives, and regularly evaluates performance; holding self and team accountable for achieving desired results.
• Oversees compliance with state/local regulatory requirements by following company guidelines, and remains current on commercial insurance laws, regulations or trends for line of business.
• May participate in special projects.
• May perform additional duties as assigned.

Skills, Knowledge & Abilities

• Thorough knowledge of the insurance industry and the organization’s products, policies and procedures.
• Ability to effectively recruit, lead, coach, develop and retain talented claim professional and/or managers.
• Advanced technical expertise in a specialized or highly complex line of business, business management acumen, investigation and claims resolution experience, expert knowledge claims principles, practices and procedures.
• Ability to solve complex issues with a sense of urgency; utilizes and effectively identifies and manages all available resources to make informed decisions.
• Ability to effectively interact and collaborate with all levels of CNA’s internal and external business partners.
• Excellent communication skills and customer service experience, with demonstrated ability to succinctly present to senior management.
• Demonstrated knowledge and understanding of when and how to extract insights from metrics to make informed business decisions.
• Ability to creativity and effectively manage through ambiguous and challenging business problems, lead through change and take appropriate levels of risks.
• Adaptable and able to effectively lead through change.
• Knowledge of Microsoft Office Suite and other business‑related software.
• Ability to model CNA’s leadership behaviors.

Education & Experience

J.D. Preferred. Typically a minimum of seven years of related work experience, with management and/or leadership experience preferred. Line of business experience preferred. Applicable certifications or professional designations preferred.

In certain jurisdictions, CNA is legally required to include a reasonable estimate of the compensation for this role. In District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York and Washington, the national base pay range for this job level is $97,000 to $189,000 annually. Salary determinations are based on various factors, including but not limited to, relevant work experience, skills, certifications and location.

CNA offers a comprehensive and competitive benefits package to help our employees – and their family members – achieve their physical, financial, emotional and social wellbeing goals. For a detailed look at CNA’s benefits, please visit cnabenefits.com.

CNA utilizes AI-enabled technology during the recruiting process. For more information, please visit our careers page.

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process.

At CNA, we are focused on success, individually and collectively. We pride ourselves on promoting a culture that challenges and engages people.

We strive to connect people, departments and business areas, to function as a team, and to serve our customers and communities with professionalism and respect.

Our dedication to employee engagement, continuous learning and the open exchange of ideas is the cornerstone of our business.

These ideals, combined with our focus on the customer, enable us to explore new market opportunities and build on our success.

Our values, culture and financial strength are what differentiates us from other employers and make CNA the place you want to work.

At CNA, we are committed to advancing a culture of inclusion – one that attracts talent from all walks of life, foster respect and collaboration, and enables all of our colleagues to do their best work.

At CNA, we have a long standing commitment to the diverse communities in which we live and work.

We actively make a difference for the greater good through partnerships, sustainability, initiatives, and working together for a better tomorrow.

Corporate Social Responsibility is not one person, or one department, it's the entire enterprise coming together to make the world a better place.