Director of Claims bei Jewelers Mutual Insurance Company

Summary:

The Director of Claims leads the claims team in delivering exceptional service, ensuring accuracy, and maintaining full regulatory compliance. This role is responsible for developing team expertise through coaching, mentoring, and training, while overseeing the handling of both personal and commercial lines claims. The Director guides the team to analyzes claims to determine coverage and liability, ensures fair and timely settlements, and implements best-in-class processes to optimize customer satisfaction, operational efficiency, and financial outcomes.

Collaboration with internal departments and external partners is critical to this role, as is providing strategic leadership on complex claims, litigation matters, and continuous improvement initiatives.

WHY Jewelers Mutual: 

Since 1913 we’ve been committed to supporting the Jewelry industry and putting customers at the center of everything we do. With over a century of trusted expertise, we’re financially strong, forward-thinking, and driven by curiosity. Guided by our core values of Agility, Accountability, and Relevancy, we lead through innovation.

As a technology focused organization, we embrace cutting-edge tools and data-driven insights to continuously improve our products, services, and customer experience. Our mission is to be the industry’s most trusted advisor by investing in our people, adopting new technologies, and striving for excellence.

We’re dedicated to fostering growth through collaboration, powered by bold thinking, teamwork, and the passion of our people.

Here, you'll: 

• Move fast and embrace change
• Always look for better ways
• Grow, thrive, and help shape what’s next

Join us and be part of a culture where you can make an impact while building your future.

What you'll be doing:

Claims Oversight & Strategy

• Develop and execute the company’s claims strategy aligned with overall corporate goals and customer expectations.
• Lead the daily operations of the claims department, ensuring timely, fair, and cost-effective claim resolutions.
• Oversee all claims functions across multiple lines of business (e.g., property, casualty, commercial, personal, or specialty).
• Build, mentor, and lead a team of claims managers, adjusters, analysts, and support personnel.
• Drive a culture of continuous improvement, accountability, and customer-centric service.
• Ensure compliance with all state, federal, and industry regulations, as well as company policies and guidelines.
• Oversee internal and external claims audits, reporting, and regulatory filings.
• Monitor litigation trends and partner with legal teams to manage claim-related disputes and settlements.
• Partner with executive leadership to develop claims-related budgets, forecasts, and performance metrics.

  Third-Party Administration & Vendor Oversight

• Oversee all third-party administrator (TPA) relationships, including onboarding, governance, performance reviews, and compliance with service-level agreements (SLAs).
• Conduct regular audits and evaluations of TPAs and external vendors to ensure quality, accuracy, and adherence to company standards.
• Develop and manage strategies for outsourcing, vendor partnerships, and technology solutions to enhance claims capabilities.

 Performance Analytics & Insights

• Design, track, and analyze key claims performance metrics (e.g., loss ratios, cycle times, indemnity and expense costs, reserve accuracy, litigation rates, customer satisfaction).
• Identify emerging trends, new risks, and opportunities through data analysis and predictive modeling.
• Deliver actionable insights to senior leadership, underwriting, and risk teams to inform pricing, reserving, and product development strategies.
• Continuously assess and improve claims processes using data-driven decision-making.

Customer Experience & Communication

• Champion a customer-first approach, ensuring clear, empathetic, and proactive communication throughout the claims process.
• Resolve escalated and complex claims issues, acting as the final authority on high-severity or high-exposure claims.
• Implement initiatives to improve claimant satisfaction, reduce friction, and enhance service delivery.

Leadership & Team Development

• Lead, coach, and mentor claims team members to achieve performance goals and advance professional development.
• Conduct regular file reviews and provide actionable feedback.
• Manage performance evaluations, including development planning, recognition, and corrective action when necessary.
• Foster a collaborative team culture through regular meetings, roundtables, and open communication channels.

What you'll bring:

• Bachelor’s degree in Finance, Insurance Management, Business Administration, or a related field required
• Minimum of 10 years of claims adjusting and management experience, or an equivalent combination of education and experience.
• Proven experience managing teams in both personal lines and commercial lines insurance claims.
• Demonstrated success in handling high-exposure, complex, or litigation-related claims.
• Experience developing and implementing claims processes, policies, and compliance programs.
• Experience with regulatory reporting, audits, and risk management practices.
• Strong leadership, decision-making, and communication skills.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience in commercial property and casualty insurance required, jewelry industry experience a plus

What we offer you:

• Competitive Compensation & Benefits: Includes performance bonuses, generous paid time off, and a top-tier retirement program with 401(k) matching and additional company contributions.
• Collaborative Culture: Work alongside talented, passionate peers who value ownership and continuous learning.
• Community & Giving: Benefit from 50% charitable gift matching and paid volunteer time to support nonprofit causes
• Great Place to Work® Certified: Join a team recognized for an environment of innovation and growth.

Accessibility and Accommodations
We are committed to providing an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process, please let us know by contacting [email protected].