Regional Claims Agency Manager - Heartland Region (Remote/Hybrid)

At Selective, we don't just insure uniquely, we employ uniqueness.   

Our Business   

Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong, consistent financial performance for nearly 100 years. Selective's unique position as both a leading insurance group and an employer of choice is recognized in a wide variety of awards and honors, including listing in Forbes Best Midsize Employers in 2023 and certification as a Great Place to Work® in 2023.  

Working at Selective  

At Selective, we don't just insure uniquely – we employ uniqueness. Employees are empowered and encouraged to Be Uniquely You by being their true, unique selves and contributing their diverse talents, experiences, and perspectives to our shared success. Together, we are a high-performing team working to serve our customers responsibly by helping to mitigate loss, keep them safe, and restore their lives and businesses after an insured loss occurs.   

Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life. These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and paid time off plans. Additional details about our total rewards package will be provided during the recruiting process.  

Click to learn more about the Selective Claim Culture and why Selective is right for YOU!  https://youtu.be/zuF1YgAyQfo

Selective Insurance is looking for a Regional Claims Agency Manager to support our Heartland Region. This is a remote/hybrid position, and the preferred location is Minneapolis, St. Louis, Chicago or Indianapolis.

The position aims to establish and maintain a claims relationship with an assigned agency force and regional Large Accounts. The manager will: build and sustain individual agency relationships for the regions’ agents; serve as the primary claims contact for claims concerns arising from agency personnel (including, but not limited to coverage questions, service issues, and settlements); coordinate, educate; and train agency staff in claims products, programs, and procedures; coordinate efforts with the regional staff to ensure seamless messaging and common focus on established agency plans.

JOB RESPONSIBILITIES:

• Establish relationship and protocols with regional agents.
• Develop and maintain effective business relationships with appropriate levels of agency staff from CSR through Principal/owner. This will be accomplished through in-person and virtual agency visits.
• Develop proactive communication plans to reinforce claims best practices, promote and enhance online tools, and facilitate webinars and training sessions on claims practices for agency, AMS, and field distribution staff. Execute on agency customizations of our claim service offerings.
• Communicate job duties and expectations to Regional Management and staff. Develops and maintains communication channels that ensures claims operations are in direct alignment with agency goals and strong two-way communication exists between agents and the claims operation. Tracks agency feedback in order to monitor timeliness of response as well as common themes.
• Lead alignment within and across the regional claims management team regarding the claims interface, implementation and continuous improvement of agency relationship and claims processes. Leads the regional claims staff at all levels relative to agency and customer satisfaction. Support strategies to meet/exceed new business and retention goals.
• Address any agency concerns with handling of all claims. Coordinate response with assigned claim handler to agent’s satisfaction.
• Make in person agency visits. Conduct and coordinate virtual meeting. Attend all claim meetings i.e. - management meetings, unit meetings, large reserve meetings, claim roundtables, conferences, sales meetings and road shows as needed.
• Prepare and conduct agency claim surveys.
• Work with QA to ensure quality of claims handling is above standard. Tracks agency feedback in order to monitor timeliness of response as well as common themes. Informs Claims leadership of service trends and issues. Analyz