Homeowners Claim Manager II at Auto Club Group (ACG)

Job description

Job Type: Full time Exempt/Non Exempt: Salary Job Description: Location Details: Hybrid - Tampa, Florida Preferred applicants should reside within a fifty-mile radius of Tampa, Florida. Position Schedule / Shift: Monday – Friday: 9:00 AM EST – 6:00 PM EST Position Summary: The Homeowners Claim Manager II leads the handling of complex, high-value, and large-loss homeowners claims, ensuring fair, timely, and accurate claim resolutions while delivering an exceptional customer experience. This role provides strategic oversight of claim operations, guides and develops a team of claims professionals, and serves as a key liaison among policyholders, adjusters, legal counsel, experts, and business partners. Through strong technical expertise, operational leadership, and a commitment to service excellence, the Homeowners Claim Manager II drives quality outcomes, regulatory compliance, and effective risk management while protecting the interests of both the insured and the organization. Key Responsibilities: Oversee the processing of large loss, highly complex or technical insurance claims to ensure efficient and accurate handling Safeguard the interests of the insured delivering exemplary customer service Serve as a liaison between members, claim representatives, experts, legal teams, and other involved parties Performs specialized claims functions within assigned region, including organizing and managing claim investigation programs to identify fraudulent claims, handling catastrophic losses, casualty claims, leading subrogation recovery activities, automotive technical repair, or managing litigated cases Manages the investigation, evaluation and settlement of complex, technical or high dollar value claims Supervises personnel within assigned area Develops and implements long and short-term goals and objectives for specific responsibilities Audits claim files for compliance to internal guidelines, standards and procedures Monitors legal, investigative or technical activities of vendors and others who support claim operations Participates in budget development and ensure adherence to the final budget Enforces policies and procedures to ensure compliance with applicable state laws, company policies, and line of business procedures Monitors and manage technical and complex adjuster workloads, productivity and accuracy Completes quality reviews of work products as assigned Oversees and manages claim handling activities for complex, high-value, or technical claims within the operation Conducts detailed claim file analysis, investigation, reserving, reporting and deposition of claims, including payment or denial. Provides accurate data for operational reporting Responds effectively internal and external customer inquiries Monitors and ensures high-quality service levels at each interaction Monitors and reports team and individual performance against customer service goals set by the department Provides technical research guidance and develops methods to reduce or contain costs related to operating expenses and paid claims Leads and develops a team of professional and technical claim handlers Evaluates performance and identifies training needs Coaches and counsel leaders, managers and supervisors to enhance claim service delivery Qualifications: Required Education : College level coursework in related field or equivalent work experience A valid driver's license is required if the primary responsibilities of the role involve conducting in-person inspections or frequent in-person meetings with members. Must attain all required State Adjuster licenses for applicable states within 60 days after completing licensing coursework Experience In: Claim handling across one or more lines of business Expertise in investigating and negotiating high dollar, large loss, or complex claims Planning, managing and monitoring the work of teams or groups Analyzing and problem-solving technical solutions on complex matters Coaching and developing others Effective