Property Complex Claims Ldr (anywhere in Westfield's operating territory)

Ohio Farmers Insurance Co
2000009R Requisition #

LOCATION: Anywhere in Westfield's operating territory.

Travel within assigned territory with overnight travel to attend meetings, training, and to respond to catastrophe claims may be required.


103,805.00 119,377.00 134,947.00



You will be challenged. Rewarded. And valued for your unique experience, background and perspective. 
Join a team where hard work pays off and original thinking is celebrated. As you build your future at Westfield, you will quickly learn that protecting our customer’s future is at the heart of what we do. We deliver on our promise to help restore lives and rebuild businesses when the unexpected happens. Building relationships has been a part of our culture since 1848. 

Be a part of a team that recognizes and appreciates those who take initiative, seek opportunity and strive for innovation in a changing world.


Property Complex Claim Unit Leader Job Summary

Assists in the execution of the strategic direction of property complex claims. Leads Regional Property Claims Specialists, who are responsible for the appropriate resolution of complex property claims having a significant financial impact and/or producing high corporate visibility. Is a member of the property complex claims leadership team and recognized technical subject matter expert (SME) in property complex claims.


Essential Functions (primary functions and/or reasons the job exists in order of importance)

1. Strategy Development/Execution – Assists with the development and execution of the complex claims property line of business as approved by National Property Claims Leader. Ensures adherence to compliance standards and may direct reinsurance activities. Is a member of the property complex claims leadership team and recognized technical subject matter expert (SME) in property complex claims.

2. Complex Property Claim File Supervision - Responsible for Westfield’s largest and most complex claims, including direct or indirect supervision of activities surrounding the adjustment and resolution of Westfield’s property referred claim files typically in excess of $250,000. Responsible for ensuring the appropriate resolution of complex claims having a significant financial impact and/or producing high corporate visibility and without any regard to geographic location, size or type of property claim. May directly handle a limited amount of claim files.

3. Human Capital Management - Performs human capital management responsibilities, including employee selection, performance management, coaching in technical and career development, employee-related issues, employee morale and work environment. Responsible for work quality, customer service, ensuring adequate reserves, and reviewing files. Manages priorities and workload distribution, removes barriers that impede progress. Completes all personnel, salary administration, and reporting duties. Performs operational responsibilities that drive team performance including planning, execution, process improvement and best-practice sharing. Directly manages a team of complex claim specialists with technical expertise and without any regard to geographic location.

4. Technical SME - Serves as technical consultant for claims staff in assigned territory. Serves as technical consultant to business partners, Quality Assurance, and related industry groups. Participates in policy language creation and review and may participate in the selection of vendors, new markets, and/or product enhancements.

5. Storm – Expected to travel on short notice, regardless of location or duration, to manage and direct local storm operations. Participates frequently and as a first responder on catastrophe teams as required.

6. Coaching/Training - Assists less experienced claims professionals in the handling of large or complicated property losses. Actively participates in the coaching, development, training and education of claims professionals. Collaborates with property leadership team in the identification of property training needs.

May partner with Westfield University to design, develop, and deliver training programs to claims professionals.

7. Customer Service - Ensures customer service excellence. Responsible for the customer, agent and claims professional experience associated with property complex claims.

8. Industry Research/Best Practices - Participates in professional industry groups related to job function. Promptly identifies and communicates industry, legal and regulatory changes, industry advancements, process improvements and best practices.

9. Data Analysis - Gathers, organizes and analyzes performance data and results to identify and report performance, trends, and opportunities; makes recommendations regarding areas of improvement. Creates reports and communicates results with claims leadership, agents, and business partners.

10. Communication - Maintains effective and ongoing communication with claims leaders and staff, internal and external business partners, project team members, claims leadership, and vendors.

11. File Exposure Analysis - Participates in complex and large exposure analysis and strategies through roundtable discussions.

12. Leader Assistance - May assist leader with data analysis, risk identification, business planning, processes and budget; is accountable for expenditures of the department.

13. Travel - Travels as often as needed including regular utilization of assigned fleet vehicle in order to cover assigned territory. This may involve traveling on short notice or other daily driving duties as assigned regardless of location.


Desired Qualifications/Experience/Certification/Education (in order of importance)

1. 7 or more years of property claims handling experience, and 3 or more years supervising or regularly handling complex claims.

2. 3 or more years' experience with commercial lines claims, including construction defect, transportation, and/or general liability.

3. 3 or more years of experience leading, coaching, and/or developing direct or indirect (experience as an SME, team or project lead, mentor, etc.) reports.

4. Experience using a claims management system e.g. Guidewire or diary management system to accurately document file activities.

5. Excellent verbal, written, and interpersonal communication skills, resulting in the ability to interact with all levels of management and employees.

6. Excellent analytical, tracking, and monitoring skills. Ability to collect and analyze data, identify trends, establish facts, and recommend solutions.

7. Strong organization and facilitation skills.

8. Experience using Microsoft Office suite (e.g. Excel, Word, Outlook).

9. Experience negotiating claims and managing conflict.

10. Holds (or has ability to obtain) and maintains appropriate adjuster licensing and certification(s) in assigned territories.

11. Ability to travel, including overnight business trips as needed.

12. Valid driver’s license and a driving record that conforms to company standards.

13. Industry recognized designation, such as CPCU, SCLA, AIC, etc.

14. Bachelor’s Degree or commensurate experience.



Physical Requirements (specific to the role)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

* Ability to work effectively in an office environment for 40+ hours per week (including sitting, standing and working on a computer for extended periods of time).

* Ability to communicate effectively in a collaborative work environment utilizing various technologies such as: telephone, computer, web, voice, teleconferencing, e-mail etc.

* Ability to travel as required.

* Ability to operate an automobile within the parameters of the driving policy.

* Ability to drive for extended periods of time, under a variety of conditions, including night driving.Ability to drive during the day or at night.

* Ability to physically inspect damaged property and/or loss locations, including the following: ascend/descend a 22' ladder, carry 50 lbs (ex. ladder weight), traverse a sloped roof surface, walk, kneel, crawl, navigate rough terrain and inspect property in low light circumstances.

* Ability to travel on short notice to handle catastrophe losses for a minimum of 2 weeks per year. Participates as a first responder on catastrophe teams if necessary. May participate as a manager or co-manager of a catastrophe team.


This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.


We are an equal opportunity employer/minority/female/disability/protected veteran.

Applications for positions posted on Westfield Careers must be filed on-line through the Westfield Careers portal.  If you are a disabled person who requires a reasonable accommodation to complete an online application, please contact HR Assist by email at

We are an equal opportunity employer/minority/female/disability/protected veteran.

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