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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