Homeowners Claim Manager II

Job Type:

Full time

Exempt/Non Exempt:

Salary

Job Description:

Location Details:

Hybrid - Tampa, Florida

Preferred applicants should reside within a fifty-mile radius of Tampa, Florida.

Position Schedule / Shift:

Monday – Friday: 9:00 AM EST – 6:00 PM EST

• Position Summary:
• The Homeowners Claim Manager II leads the handling of complex, high-value, and large-loss homeowners claims, ensuring fair, timely, and accurate claim resolutions while delivering an exceptional customer experience. This role provides strategic oversight of claim operations, guides and develops a team of claims professionals, and serves as a key liaison among policyholders, adjusters, legal counsel, experts, and business partners. Through strong technical expertise, operational leadership, and a commitment to service excellence, the Homeowners Claim Manager II drives quality outcomes, regulatory compliance, and effective risk management while protecting the interests of both the insured and the organization.

Key Responsibilities:

• •Oversee the processing of large loss, highly complex or technical insurance claims to ensure efficient and accurate handling
• •Safeguard the interests of the insured delivering exemplary customer service
• •Serve as a liaison between members, claim representatives, experts, legal teams, and other involved parties
• •Performs specialized claims functions within assigned region, including organizing and managing claim investigation programs to identify fraudulent claims, handling catastrophic losses, casualty claims, leading subrogation recovery activities, automotive technical repair, or managing litigated cases
• •Manages the investigation, evaluation and settlement of complex, technical or high dollar value claims
• •Supervises personnel within assigned area
• •Develops and implements long and short-term goals and objectives for specific responsibilities
• •Audits claim files for compliance to internal guidelines, standards and procedures
• •Monitors legal, investigative or technical activities of vendors and others who support claim operations
• •Participates in budget development and ensure adherence to the final budget
• •Enforces policies and procedures to ensure compliance with applicable state laws, company policies, and line of business procedures
• •Monitors and manage technical and complex adjuster workloads, productivity and accuracy
• •Completes quality reviews of work products as assigned
• •Oversees and manages claim handling activities for complex, high-value, or technical claims within the operation
• •Conducts detailed claim file analysis, investigation, reserving, reporting and deposition of claims, including payment or denial.
• •Provides accurate data for operational reporting
• •Responds effectively internal and external customer inquiries
• •Monitors and ensures high-quality service levels at each interaction
• •Monitors and reports team and individual performance against customer service goals set by the department
• •Provides technical research guidance and develops methods to reduce or contain costs related to operating expenses and paid claims
• •Leads and develops a team of professional and technical claim handlers
• •Evaluates performance and identifies training needs
• •Coaches and counsel leaders, managers and supervisors to enhance claim service delivery

Qualifications:

Required

Education :

• •College level coursework in related field or equivalent work experience
• •A valid driver's license is required if the primary responsibilities of the role involve conducting in-person inspections or frequent in-person meetings with members.
• •Must attain all required State Adjuster licenses for applicable states within 60 days after completing licensing coursework

Experience In:

• •Claim handling across one or more lines of business
• •Expertise in investigating and negotiating high dollar, large loss, or complex claims
• •Planning, managing and monitoring the work of teams or groups
• •Analyzing and problem-solving technical solutions on complex matters
• •Coaching and developing others
• •Effective communication with staff and peers, presenting results and sharing ideas in a work environment
• •Coordination of activities involving multiple stakeholders
• •Trend analysis and impact assessment

Knowledge of:

• •Fraud potential identification
• •Proficiency in managing customer experiences and resolving customer service delivery issues
• •Employee performance documentation and evaluation

Skills and Ability to:

• •Strong analytical and problem-solving technical solutions for complex matters
• •Evaluate data to identify potential problems, causes, and missing information
• •Apply and provide input on reserve management techniques
• •Communicate effectively, both verbally and in writing, to large groups, Sr leaders or in public settings
• •Present ideas clearly to large audiences
• •Coordinate and control projects
• •Oversee complex claim handling activities
• •Research company procedures, guidelines, industry best practices, litigation or investigative techniques
• •Lead, motivate, coach and mentor others
• •Manage conflict and change efficiently

Preferred

Education:

• •Bachelor’s degree in a business, technology, or an insurance related field
• •Completion of insurance-related coursework

Experience In:

• •Supervisory or management experience
• •Complex claim settlement procedures
• •Homeowners/property full cycle claims handling

Knowledge of:

Claim quality service standards

Skills and Ability to:

Professional auditing practices

Work Environment:

This position is currently able to work remotely from a home office location for day-to-day operations unless occasional travel for meetings, collaborative activities, or team building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.

Compensation & Benefits Overview:

ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).

Compensation

A Homeowners Claim Manager II earns a competitive annual salary of $96,000.00 - $115,000.000 along with the opportunity for an annual company bonus incentive.

Benefits

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

Health & Wellness

• •Medical plans with multiple coverage options, including HSA eligibility.
• •Prescription drug coverage.
• •Dental and vision benefits.
• •Employee Assistance Program (confidential support services).

Financial Protection & Insurance

• •Company-paid basic life insurance.
• •Optional supplemental life insurance and dependent coverage.
• •Short-term and long-term disability coverage.
• •Critical illness, accident, and pet insurance options.

Retirement & Savings

401(k) plan to support long-term financial goals. 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax. Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.

Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.

Time Off & Leave

Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.

Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day. Holidays vary by business unit sched