Director, Catastrophe Claims Operations

Crawford & Company; Atlanta (GA); On-site; USD 180,000 - 240,000; Full time

Job summary

Crawford & Company in Georgia seeks a Director of Catastrophe Operations - DESK who will guide the overall catastrophe claims process across multiple groups. The role focuses on maximizing profits by delivering exceptional service, controlling expenses, and mentoring catastrophe managers and adjusters to optimize the Desk program.

This full‑time, in‑office position requires local residency near Crawford's Global Headquarters in Peachtree Corners, GA.

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• Experience supervising property claim services and leading managers.
• In-depth knowledge of insurance coverages and claims handling.
• Excellent verbal and written communication.
• Experience with Guidewire and Xactware software.
• Willing to obtain additional licenses in multiple states.
• Travel may be required during catastrophe events.

Responsibilities

• Maintain catastrophe adjuster staffing through recruiting, interviewing, and hiring.
• Oversee deployment of adjusters to scale up for Desk operations.
• Ensure compliance with licensing requirements at local, state and federal levels.
• Ensure deployed adjusters meet client standards and certification requirements.
• Manage expenses to improve profit margins.
• Provide technical expertise to staff and Catastrophe managers (Desk).
• Execute centralized desk decisions under deadlines while collaborating across teams.
• Audit claims for quality assurance and follow up on issues.
• Direct efforts to minimize aged accounts receivable.
• Uphold Crawford Code of Business Conduct at all times.
• Participate in special projects as requested.

Skills

Leadership

Stakeholder management

Communication

Decision making

Mentoring

Education

Bachelor's degree

Tools

Guidewire

Xactware

Job description

Job Description

Under the direction of the VP-Catastrophe Operations, this Director of Catastrophe Operations - DESK, directs the overall catastrophe claims process for multiple groups or locations; ensures maximum profits by managing service delivery and controlling expenses; provides training and technical expertise to Catastrophe Managers and adjusters to ensure the overall optimization of the Desk claims program.

Under the direction of the VP-Catastrophe Operations, this Director of Catastrophe Operations - DESK, directs the overall catastrophe claims process for multiple groups or locations; ensures maximum profits by managing service delivery and controlling expenses; provides training and technical expertise to Catastrophe Managers and adjusters to ensure the overall optimization of the Desk claims program. This leader will have a mastery level of experience in the technical aspects of the residential claims' loss experience. The position will require strong to mastery level leadership competencies that will develop and deliver a result-driven operation. This position will be required to foster relationships and provide key leadership communication with a wide variety of stakeholders at varying levels and roles, including but not limited to Senior and Executive levels and insurance carrier product and program management. This leader must also have a demonstrated record of leading a large property claims operation in delivery of key metrics focused on exceptional customer service and quality. Assists with Budgets & Planning; Operational Efficiency; Client Satisfaction; Product Enhancement.

This is a full-time in-office position that requires local residency within reasonable commuting distance of Crawford's Global Headquarters in Peachtree Corners, GA.

Responsibilities

• Maintains appropriate catastrophe adjuster roster staffing levels through directing the recruiting, interviewing, and hiring process.
• Oversees the deployment of adjusters in catastrophe situations to scale up to meet volume demands for Desk operations.
• Ensures that deployed personnel are in compliance with local, state and federal licensing requirements.
• Ensures that deployed adjusters meet client standards and certification requirements.
• Manages and controls expenses to improve profit margins.
• Provides technical expertise to Staff and Catastrophe adjusters and managers (Desk).
• Executes critical choices and claim decisions from a centralized desk environment with minimal oversight under tight deadlines and changing priorities, while collaborating seamlessly across teams to deliver results.
• Audits claims for quality assurance; follows up to ensure that problems have been rectified.
• Directs efforts to minimize aged accounts receivable.
• Upholds the Crawford Code of Business Conduct at all times.
• Participates in special projects as requested.

Qualifications

• Requires a bachelor's degree or an equivalent combination of education and experience.
• Previous in-depth property claim handling experience, supervising the delivery of services required by the branch office; and previous leadership experience required. Must have a proven track record of leading, mentoring and developing subordinate managers.
• In-depth knowledge of insurance coverages, insurance terminology and practices and the claims handling process.
• Excellent verbal and written communication ability.
• Demonstrated self-directed decision making & stakeholder engagement skills
• Strong computer skills and expertise in use of property claims handling software (Guidewire and Xactware products)
• Must have current home state license or designated home state license. Must be willing to obtain additional adjuster's licenses in multiple states as needed.
• Bilingual a plus.
• May require travel and overnight stays which may be for extended periods of time during a catastrophe event.
• Acceptable results on pre-employment drug screen, criminal background check and motor vehicle records check.