Claims Unit Manager

A Claims Unit Manager is responsible for overseeing the professional and administrative staff’s adjustment and disposition of self-insured/administered casualty claims in multiple jurisdictions. A Claims Supervisor will supervise and train adjusters, claims assistants and administrative support personnel to ensure high quality work.

SCOPE/BUSINESS CONTEXT/EXPECTED CONTRIBUTIONS

Scope

• Manage a staff of 3-6 personnel with active casualty claims assignments.

• Monitor acceptable caseloads based on the jurisdiction(s), mix and complexity of Worker’s Compensation and General Liability cases.

Business Context

• The operational challenges and business issues that the individual in the position will face now and/or in the future. 
• Complex jurisdictional issues.
• Complex customer situations. 
• Aggressive office goals.

Expected Contributions

• Maintain primary responsibility for settlement decisions up to individual authority.

• Assign, control and monitor staff investigations/dispositions to assure compliance with state laws/regulations and department policies and procedures.

• Monitor and approve benefit, claims and expense payments to assure reasonableness, accuracy and timeliness.

• Review unit transactions to assure proper procedure and prompt error corrections.

• Oversee and manage unit Service Call Program.

• Monitor and assess adequacy of reserves.

• Ensure that claims are investigated promptly and that adjusters are taking statements as necessary to determine liability/compensability.

• Ensure that adjusters evaluate damages and pay benefits as prescribed by law and/or Marriott policies and procedures.

• Ensure that adjusters secure necessary documentation to facilitate timely loss adjustment and maintain primary responsibility for settlement decisions up to individual authority.

• Ensure that adjusters complete and monitor timely WC payments/state filings. 

• Ensure that adjusters monitor WC medical treatment with the goal of minimizing disability.  Consult Occupational Health Services as necessary.

• Ensure that litigation cases are managed including controlling/directing outside attorneys, assisting in discovery/trial preparation and strategy.

• Ensure that adjusters evaluate claims for potential third party or subrogation recovery.

• Increased settlement authority beyond that of a Senior Adjuster.

Other

• Demonstrate commitment and support to the management team and department goals.

• Train and develop staff.

• Review staff performance using the Career Leadership System.

• Conduct regular unit meetings to facilitate effective communication, idea generation and problem solving.

• Comply with Marriott Casualty Claims Policy and Procedure Manual requirements.

• Comply with Marriott’s Corporate Policy Manual.

• Assist Regional Director/Operations Manager with personnel administration including interviewing, orientation and counselling.

• Effectively utilize the Valley Oaks System (VOS) to manage all claims electronically.

• Ensure timely entry of website notes into VOS.

• Participate in activities that foster teamwork and continuous quality improvement.

• Advise Regional Director/Operations Manager of staff absences, schedules, appointments.

• Advise Regional Director/Operations Manager of attorney/vendor/other visits and host accordingly.

• Communicate with Regional Director/Operations Manager about upcoming trials and their resolution.

• Discuss any significant issues with Regional Director/Operations Manager, i.e. I.D. rapes, deaths, outbreaks.

• Advise Regional Director/Operations Manager of personnel issues/concerns.

• Provide Regional Director/Operations Manager with a monthly statistical report within 5 days of receipt of the statistics.

• Share all letters written to Mr. Marriott with Regional Director/Operations Manager and provide a copy of the letter with recommendations and follow up suggestions.

• Manage staffing and LOA’s to assure quality work and continued work flow.

CANDIDATE PROFILE

Experience 

• Minimum of 5 years claims adjusting experience. 

•  5 years Workers' Compensation or 5 years General Liability experience. 

Knowledge and Skills 

• Technically proficient with commendable (P)(SP) or exceptional (K) ratings.

• Maintain confidentiality.

• Ability to manage multiple priorities and projects simultaneously.

• Ability to acquire and maintain relationships with associates, customers (internal & external), vendors.

• Possess good technical knowledge of civil laws and state workers’ compensation statutes.

• Demonstrate ability to meet quality and production standards.

• Demonstrate leadership, teamwork and management skills.

• Provide technical knowledge and direction, including litigation case management training and support.

• Effective reasoning and decision-making skills.

• Effective influence skills.

• Strong negotiation skills.

• Strong organization skills.

• Ability to prioritize work.

• Ability to meet deadlines and follow up in a timely manner.

• Good communication skills (verbal, listening, writing), including the ability to deliver difficult messages to customers, claimants and/or peers.

• Good investigation skills.

• Advanced knowledge of claims process.

• Strong computer skills.

• Ability to work well in a team, providing assistance to fellow associates and representing the mission of the unit, department or region.

• Possess a willingness to accept and respond to constructive criticism.

• Present oneself with a positive, professional demeanor.

• Communicate often with supervisor keeping him/her informed.

• Show dependability.

Education or Certification 

• Bachelor’s Degree.

• Certification from various Claims seminars.

• Associate in Risk Management or Associate in Claims (preferred).

The salary range for this position is $90,400 to $131,900 annually. Marriott offers a bonus program, comprehensive health care benefits, 401(k) plan with up to 5% company match, employee stock purchase plan at 15% discount, accrued paid time off (including sick leave where applicable), life insurance, group disability insurance, travel discounts, adoption assistance, paid parental leave, health savings account (except for positions based out of or performed in Hawaii), flexible spending accounts, tuition assistance, pre-tax commuter benefits, other life and work wellness benefits, and may include other incentives such as stock awards and deferred compensation plans. Benefits and incentive compensation may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.  

The compensation and benefits information is provided as of the date of this posting. Marriott reserves the right to modify compensation and benefits at any time, with or without notice, subject to applicable law.

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.

Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.