Cloud Engineer Architect

Reports to: Vice President of Claims

Direct Reports: Claim Quality Analysts, Field Adjusting Staff

Responsibilities

1. Interview quality analysts and field staff as needed.
2. Coordinate ad hoc claim audits as needed.
3. Communicate monthly trend reporting for executive team.
4. Coordinate and adjust reviewer staff to maintain review timelines with seasonal volume increases.
5. Complete weekly quality analyst audits.
6. Communicate with and answer daily questions from field staff.
7. Provide field staff with policy guidance and ensure carrier guidelines are being followed.
8. Maintain active and open communication on any concerns on individual claim files with both VP of Claims, Claims Manager Front End Process, and Manager Training.
9. Assist in review of large/complex claim files.
10. Communicate with Claim Manager Front End Process potential areas for new field staff.
11. Ensure adjuster timelines are met by monitoring overdue diaries/claims and coordinating follow-up as needed.
12. Develop formal audit process.
13. Communicate with Claim Manager Training to produce and/or update documentation on claim processing procedures as they relate to QA reviews. Provide recommendations based on findings.
14. Assist in development of individual training plans for field staff.
15. Ensure audit findings are communicated efficiently with field staff, specifically identifying flow of communication to field staff.
16. Ensure weekly audits are distributed and completed.
17. Develop and maintain monthly QA reports.
18. Assist in creation of an audit dashboard for a transparent view into field staff performance.
19. Conduct performance reviews with W2 staff on reviewer and field staff teams.
20. Develop QA staff to cross-train on commercial, house of worship, and residential claims.
21. Champion, support, or lead quality improvement initiatives.

Qualifications

1. Five years of claim experience with claims processing and adjustments.
2. Property field claim experience.
3. Prior leadership experience and/or history of increased levels of responsibility.
4. Experience in both carrier and IA claims processing.
5. Extensive commercial property claim experience, including commercial policy and estimating.
6. Xactimate experience.
7. Symbility experience.
8. Strong desire for increasing levels of responsibility and opportunities.
9. Drive to develop opportunities for others.
10. Ability to communicate effectively with a wide variety of both internal and external stakeholders.
11. Strong customer service skills.
12. Ability to drive performance through development of KPIs and performance metrics.
13. Ability to coordinate with peers in a collaborative environment.
14. Strong analytical and problem-solving skills.
15. Desire to own the claims and QA process and drive results.