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Supervisor, Commercial/Complex (Hybrid)

Date: Jan 19, 2026

Location:

Webster, MA, US

Company: MAPFRE

Summary

Join a highly skilled Commercial/Complex Claims Division where you will **lead a team of Consultants and Senior Consultants** , ensuring excellence in claim investigation, development, and settlement. In this leadership role, you will provide expert technical direction, cultivate a high-performing team, and drive outstanding customer service across complex, multi‑line, and multi‑jurisdictional claims.

You’ll partner closely with defense counsel, agents, and Underwriting, playing a critical role in identifying exposures, ensuring regulatory compliance, and delivering exceptional claims outcomes.

Key Areas of Responsibility

Customer Service Excellence

+ Lead a team in the investigation, development, and settlement of complex and commercial claims while ensuring top-tier customer service.

+ Review and monitor claim files to ensure compliance with service standards, policies, and procedures.

+ Address and resolve customer and claimant concerns professionally and efficiently.

+ Ensure Division of Insurance inquiries and any potential bad-faith complaints are managed accurately and promptly.

+ Evaluate oral and written communications — including voicemail — to ensure clarity, empathy, and conciseness.

+ Promote a strong culture of teamwork within the unit and across Claims and the broader organization.

+ Ensure all company policies, procedures, and standards are consistently applied.

Quality & Productivity Leadership

+ Guide the unit to achieve key customer service and productivity goals.

+ Continuously assess claim volumes and ensure adherence to established service standards.

+ Monitor opening/closing counts and allocate workloads based on complexity and adjuster capability.

+ Analyze claim quality reports and productivity metrics to identify trends, evaluate performance, and maximize team output.

+ Conduct periodic trending reviews to reinforce quality expectations.

+ Maintain active diary oversight to ensure timely reserving, proactive evaluations, and efficient claim progression.

+ Recommend independent adjusting firms or specialty vendors (accident reconstruction, arson, etc.) as appropriate and monitor their performance to control expenses and ensure quality.

+ Provide oversight of litigated claims to ensure effective defense counsel management.

Technical Expertise

+ Utilize increased settlement authorization to review and approve claim settlements.

+ Approve coverage and liability denials.

+ Deliver ongoing technical coaching and direction to staff.

+ Effectively communicate and roll out new processes and procedures.

+ Collaborate with management to enhance interdepartmental efficiency.

+ Identify, recommend, and implement process improvements to increase unit productivity and effectiveness.

+ Participate in departmental initiatives, long-range planning, and the Large Loss Committee.

+ Stay current on case law and industry developments, sharing knowledge with staff.

+ Mentor and support the development of new supervisors.

+ Partner closely with the Examining Division and ensure accurate reserve calculations aligned with company philosophy.

Leadership & Talent Development

+ Lead interviewing and hiring efforts for prospective team members.

+ Inspire, coach, and guide staff to achieve performance expectations while fostering morale and teamwork.

+ Provide regular training and development opportunities tailored to team goals and capability growth.

+ Deliver fair, objective performance evaluations using data-driven insights and trending reviews.

+ Set clear objectives aligned with departmental and organizational goals.

+ Lead departmental focus groups and contribute recommendations to leadership.

+ Represent the department on interdepartmental committees and project teams.

+ Maintain close oversight of high-exposure cases.

Education & Experience

+ Bachelor’s Degree or equivalent professional-level knowledge preferred; equivalent related experience will be considered.

+ **7–9 years** claims technical experience required _(or Associate’s Degree + 9–11 years)_ .

+ Prior supervisory experience in a claims environment **strongly preferred** .

+ Experience with environmental claims, multi-line field adjusting, and claims auditing is desirable.

+ Exposure to both personal and commercial auto and OTA claims is a plus.

+ Multi-state claim handling experience is preferred.

+ Proven ability to innovate, implement workflow improvements, and operate in a fast-paced, multi-task environment.

**Pay Philosophy** : The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Salary Range $87,700 - $120,700

_If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the Mapfre Insurance Talent Acquisition team at_ [email protected]_ _._

_We are proud to be an equal opportunity employer._

**Nearest Major Market:** Worcester

**Job Segment:** Compliance, Law, Claims, Liability, Underwriter, Legal, Insurance