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MAPFRE · 11 hours ago

Supervisor, Auto Physical Damage (Hybrid)

Webster, MA, US

Full-time

Hybrid

Senior Level

7+ years exp

MAPFRE Insurance is seeking an Auto Physical Damage Unit Supervisor to lead a team of adjusters in their Auto Physical Damage Department. This role involves ensuring exceptional customer service, accurate claims investigation, and timely settlements, while also focusing on staff development and compliance with department standards.

InsuranceLife InsuranceProperty Insurance

Responsibilities

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

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

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

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

Qualification

Auto Physical Damage expertiseTechnical guidanceLeadership skillsInsurance courseworkAnalytical abilitiesOrganizational abilitiesCustomer service skillsComputer systemsMath skillsInterpersonal skillsCommunication skillsAdaptability