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Supervisor, Casualty Claims (Hybrid)

Date: Jul 23, 2025

Location:

Webster, MA, US

Company: MAPFRE

Summary

Are you a collaborative leader with a passion for developing high-performing teams and driving operational excellence? Join our Casualty Claims Department as a **Supervisor** , where you'll lead a dynamic unit responsible for the investigation, development, and resolution of casualty claims. In this role, you’ll provide hands-on technical guidance, ensure compliance with departmental standards, and champion customer service excellence. You’ll also play a key role in developing, and mentoring staff, while contributing to strategic initiatives that enhance team performance and claims handling efficiency. If you're ready to make an impact and grow with a forward-thinking organization, we’d love to hear from you.

Responsibilities:

+ Supervise a Casualty Claims unit in the investigation, development, and settlement of 1st and 3rd Party Automobile Casualty claims and 3rd Party Homeowner liability claims. ,.

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

+ Respond to and resolve customer service concerns from customers.

+ Assure that Division of Insurance and 93A complaint letters are responded to appropriately and timely.

+ Review and monitor oral and written communications including the use of voice mail to ensure communications with customers are timely, empathetic, clear and concise.

+ Create an environment where teamwork is encouraged both within the unit, within Claims and the company.

+ Regularly review claim volumes and guide and assist the unit to achieve productivity goals.

+ Continuously monitor and observe opening and closing claim counts. Utilize claim quality and productivity reports to identify trends to evaluate performance of staff to maximize their performance.

+ Assure staff levels/schedules and workloads are properly maintained and allocated to achieve maximum efficiency based upon claim complexity and adjuster capabilities.

+ Perform periodic trending reviews to assure and reinforce quality expectations.

+ Monitor appropriate claims on diary to assure timely, efficient, and adequate claim reserving and handling. Ensure claims in suit are appropriately managed.

+ Assure that claims are proactively evaluated and negotiations begun as soon as sufficient damage information is available.Handle increases in unit size as needed.

+ Motivate and guide staff to achieve performance expectations while maintaining morale and promoting teamwork. Regularly train and develop staff to meet goals and objectives and maximize their capabilities.

+ Provide consistent objective evaluations of an individual’s performance, formally, through performance appraisals, and by utilizing data obtained through management reports including trending reviews. Achieve organizational and departmental goals through objectives developed for staff.

+ Strive to enhance occupational competencies through professional development activities.

_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:** Liability, Recruiting, Call Center Manager, Call Center Supervisor, Claims, Insurance, Human Resources, Customer Service