- Location
- CT - Shelton - 2 Corporate Drive, United States of America
- Workplace
- Remote
- Type
- Full-time
- Department
- Insurance
- Seniority
- VP
- Source
- Workday
Description
The Cross Family of Agencies welcomes you. We need your talent and expertise.
Key Responsibilities
Department Leadership and Strategy
- Establish and lead a unified claims advocacy department serving property and casualty clients across the CT and NY region, consolidating claims support currently spread across locations into a single, consistent function.
- Define the department's service model, staffing structure, and operating standards in line with the region's department-led approach.
- Set and enforce claims workflow, documentation, and service standards within Applied Epic and AMS360.
- Hire, onboard, coach, and develop claims advocates and support staff across both states, building the department's talent and bench.
Client Claims Advocacy
- Serve as the senior escalation point for complex, high-severity, and sensitive claims, personally managing the most significant matters.
- Advocate on behalf of insureds with carrier claims teams to drive fair, accurate, and timely resolution.
- Partner with producers and account teams to make claims advocacy a visible part of the client experience and a differentiator at renewal and in new business.
Carrier and Stakeholder Management
- Own the region's carrier claims relationships, including adjuster and claims-management contacts, scheduled claims reviews, and escalation channels.
- Represent Cross in carrier claims discussions, leveraging carrier-side claims expertise to strengthen outcomes for clients.
- Coordinate with Commercial Lines, Personal Lines, and Benefits leadership on cross-functional claims matters and shared accounts.
Reporting and Continuous Improvement
- Build and maintain claims reporting, loss analysis, and trend tracking to support account reviews, renewal strategy, and client retention.
- Deliver claims data and insight that informs producer conversations and client stewardship reports.
- Identify recurring issues and drive process improvements that reduce cycle time and improve client satisfaction.
Skills
Epic
