Field Training Manager

4 weeks ago

Melville, United States The Travelers Companies, Inc. Full time

Who Are We?

- Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.

- Job Category
Training

Compensation Overview

Salary Range

$95,800.00 - $158,100.00
Target Openings
1
What Is the Opportunity?
Assist in the evaluation of the Property quality in field office, CAT, HOPD and MCU claim operations. Deliver Commercial and Personal lines Building Damage Estimating training to Property staff. Act as a technical resource for the Property claim handling staff including Field, CAT, HOPD and MCU. Provide coaching and guidance for Unit Managers on managing workflow, effective claim handling, service delivery and quality control. Provide quality feedback, in partnership with PCQM, to field office, CAT, HOPD and MCU leadership.

What Will You Do?
- Ensures the integrity of Property building damage estimates and overall file quality. This includes compliance with Corporate and Claim Ethics, Code of Conduct and claim handling guidelines.
- Provides oversight of compliance with Property Guidelines involving vendor relationships, engagement and workflows. Assists in the deterrence and detection of potential fraud. May support Internal Security on suspect issues upon request.
- Provides ongoing training and guidance to Property claim handlers through, ride-alongs, reinspections, coaching and feedback. Review damage estimates prior to payment as needed. Act as a resource to claim handling staff on large or complex claims including MCU.
- Partners with Product, Field and CAT leadership to complete Property focus reviews assessing quality and trends impacting the line.
- Identifies, evaluates and analyzes problem areas impacting indemnity pay out, customer service, regulatory compliance and expense control. Gains consensus from all parties involved, assists in the development of resolution plans and participates in implementation.
- Assists in delivering Property guidelines from a corporate, regional and national level to the individual offices and their property claim staff.
- Develops technical training, bulletins and videos to provide guidance and resource to staff on the estimating, repair and replacement processes for property damages. Identifies and delivers just in time training to property staff.
- Identifies training needs and collaborates with Claim University in the classroom delivery of broad based training objectives, including all technology and equipment (company and vendor). Supports Claim professionals through the Trainee Program including continued training and development after successful completion of the program and promotion to OCR.
- Provides coaching and guidance to Property and HOPD Claim professionals, in collaboration with other Property leaders, to continuously train and develop staff to manage progressively higher severity and complexity levels. This includes ongoing support and feedback on the effective use of Right Touch technologies in the inspection, estimating and evaluation of Property claims.
- Interacts with Claim Product, TIS and field office management teams that may include Commercial Lines/Property Lines National Product team and systems to provide Property technical support and expertise.
- Assists in catastrophe situations by providing first response and training. This includes serving as technical resource to deployed Property staff, oversight and support of Enterprise Response Team staff and potential engagement in the handling of Severity losses at the MCU level.
- Supports the Field offices and participates in the training, development and certification of Enterprise Response Team volunteers to ensure that the organization has sufficient resources to respond to all Catastrophe events.
- CAT Duty ~ This position will require participation in our Catastrophe Response Program which could include deployment away for a minimum of 16 days which includes 2 travel days to assist our customers. Deployment in support of CAT and Enterprise Response Team resources will generally require 23 to 30 days depending on the nature and severity of the event.
- This position requires the individual to access and inspect all areas of a dwelling or structure which is physically demanding requiring the ability to carry, set up and climb a ladder weighing approximately 38 to 49 pounds with a safety weight rating of up to 300 pounds (safety weight rating is the amount of weight the ladder can safely carry and includes weight of the individual and up to16 pounds of standard equipment), walk on roofs, and enter tight spaces (such as attic staircases and entries, crawl spaces, etc.). While specific territory or day-to-day responsibilities may not require an individual to climb a ladder, th

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