• Supervisor, Auto Physical Damage (Hybrid)

    MAPFRE Insurance (Webster, MA)


    Supervisor, Auto Physical Damage (Hybrid)

     

    Date: Dec 30, 2025

    Location:

    Webster, MA, US

     

    Company: MAPFRE

     

    About the Role

     

    Are you ready to lead a high-performing team and make a real impact? We’re looking for an **Auto** **Physical Damage Unit Supervisor** to oversee a group of adjusters in our Auto Physical Damage Department. In this role, you’ll ensure exceptional customer service, accurate claims investigation, and timely settlements. You’ll also play a key role in staff development, workflow optimization, and maintaining compliance with department standards.

    Responsibilities

    Customer Service

    + Supervise adjusters handling first- and third-party physical damage claims under personal and commercial auto policies.

    + Monitor staffing levels, schedules, and workloads to deliver outstanding service.

    + Review claims for compliance with standards, policies, and procedures.

    + Resolve service concerns from internal and external customers.

    + Ensure written communications are clear, empathetic, and aligned with our customer service philosophy.

    + Build strong relationships with agents and customers through calls and occasional visits.

    + Monitor call flow and compliance using Genesys system.

    + Collaborate with other management teams to resolve interdepartmental issues.

    + Create an environment where teamwork is encouraged with your Unit, the Claim Department and Company.

    Quality & Productivity

    + Prioritize and distribute work to meet productivity goals.

    + Use reports to identify trends and evaluate performance.

    + Ensure proactive investigation and timely resolution of claims.

    + Conduct regular quality file reviews and address issues promptly.

    + Prepare detailed, growth-focused performance appraisals.

    + Communicate and implement new processes and workflows effectively.

    Technical Knowledge

    + Demonstrate expertise in personal and commercial auto policies and coverages.

    + Provide technical guidance and authority to staff.

    + Approve coverage and liability denials.

    + Advise on arbitration and litigation strategies.

    + Collaborate with audit teams to address claim issues.

    + Promote best practices and ensure compliance with regulatory requirements.

    + Mentor new supervisors and support staff development.

    + Utilize departmental data/dashboards to transform processes and workflows.

    Leadership

    + Participate in hiring and onboarding new team members.

    + Lead productive team meetings that foster collaboration.

    + Motivate and guide staff to achieve goals while maintaining morale.

    + Recognize and reward performance.

    + Address performance and behavioral issues professionally.

    + Represent the department on committees and project teams.

    + Think strategically to further streamline APD processes and workflows.

    + Promote our values and company culture while driving STRATEGY, delivering RESULTS, and empowering PEOPLE to perform at their best.

    Qualifications

    + **Education:** Bachelor’s degree or equivalent experience preferred.

    + **Experience:** 7–9 years (or Associate’s degree plus 9–11 years).

    + Insurance coursework strongly preferred; Casualty and/or SIU experience a plus.

    + Superior oral and written communication skills.

    + Strong technical, analytical, and organizational abilities.

    + Leadership skills with the ability to make sound business decisions.

    + Excellent customer service and interpersonal skills.

    + Ability to adapt and innovate in a fast-paced, multi-task environment.

    + Proficiency in computer systems and good math skills.

    **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 $77,700 - $104.400

     

    _Thank you for considering MAPFRE Insurance as part of your career journey._

     

    _We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states._

     

    _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:** Law, Call Center Manager, Call Center Supervisor, Claims, Liability, Legal, Customer Service, Insurance