About Reserv

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious (but attainable!) goals and need adjusters who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can’t wait to meet you.

About the role

As Director of Claims at Reserv, you will ensure our talented Claims team realizes its full potential as we grow to become the leading TPA by providing strategic leadership and direction. This role reports directly to our COO & Co-Founder and will oversee a Claims team specializing in commercial property claims for a high-profile client. You will be responsible for driving strategy, establishing an effective structure, and developing and enforcing (compliant) internal policies and procedures. Your expertise in claims management, along with your ability to drive operational efficiencies and foster innovation, will be critical. With a focus on talent acquisition and continuous improvement, you will guarantee exceptional service delivery, customer satisfaction, and the identification opportunities for improvement. The ideal candidate is excited about working through and designing process that supports the quickest claim resolution with the best outcome. In addition, they will collaborate closely with our Product and Engineering teams to give feedback and identify technology and process improvements. Join our exceptional team and help shape the future of Reserv.

Who you are

Customer Centric. You prioritize the needs of our customers, ensuring exceptional service delivery and consistently strive to exceed their expectations.
Data Obsessed. Data excites you, and you consistently leverage it to inform and support decision making.
Strategic Thinker. You possess the ability to think critically, analyze complex situations, and develop innovative strategies to drive the success of our claims organization.
Collaborative. You thrive in a collaborative environment, fostering strong relationships with internal and external stakeholders to achieve common goals.
Resilient. You remain composed and adaptable in the face of challenges, demonstrating resilience and the ability to navigate through ambiguity.
Results-Driven. You have a track record of achieving measurable results, setting ambitious goals, and driving performance to meet and exceed expectations.
Empowering Leader. You empower and inspire your team, providing mentorship, guidance, and support to help them reach their full potential.
Analytical. You have strong analytical skills, using data-driven insights to make informed decisions and drive continuous improvement.
Ethical. You demonstrate high ethical standards and integrity in all aspects of your work, maintaining trust and transparency in your interactions.
And did we mention, a sense of humor. Claims are hard enough as it is.

What we need

We need you to do all the things typical to the role:

Provide strategic leadership, vision, and direction for the Claims organization
Manages complex claim files and manages personnel in the unit to assure claim processing in a prompt, professional and efficient manner in accordance with company guidelines and procedures
Manages the use of independent adjusters and maintains the approved list of vendors
Manage litigation, rental, subrogation, and salvage to ensure cost effective returns
Furnish appropriate weekly and monthly management reports
Ensure Large Loss Reports and Reinsurance Reports are completed as needed
Collaborate closely with the dedicated Account Manager to ensure the organization is consistently exceeding the client’s expectations, developing a strong client relationship
Foster a customer-centric approach in claims handling, focusing on providing exceptional service and timely resolution; driving continuous improvement initiatives to enhance operational efficiency and customer satisfaction
Establish and maintain an effective structure and staffing that aligns with current and future organizational needs
Monitor and analyze claims data and key performance indicators to identify trends, patterns, and opportunities for improvement
Drive operational efficiencies and process improvements through proprietary claim systems
Develop an enhanced operating model for U.S. Claims focusing on strategic priorities and performance
Advance and enforce clear, consistent, and compliant policies, procedures, and processes for claims handling
Lead and motivate a high-performing claims team focused on industry-leading service; providing guidance, mentorship, and technical expertise to the claims staff
Ensure compliance with regulatory requirements and maintain best practices
Collaborate with global claims departments and other stakeholders to align strategies and initiatives
Support and communicate claim philosophies while building strong customer relationships
Develop and execute a talent acquisition and retention strategy to attract and retain top talent in the claims department
Stay abreast of industry trends and emerging technologies relevant to claims management and recommend their integration where appropriate

Requirements

15 years of on-point technical experience managing teams of 75 or more employees
20 years minimum in P&C claims
Experience building and iterating on process and technology in a fast paced environment
Extensive knowledge of litigated commercial property claims
Deep understanding of coverage and contracts with emphasis on risk transfer
Ability to synthesize and draw conclusions from data sets; action on the data and drive results
Demonstrated track record of enhancing organizational efficiency and effectively managing the recruitment, retention, training, and growth of Claims professionals (in a remote environment preferred)
Experience collaborating with an executive team to plan and execute on strategy

Benefits:

Generous health-insurance package with nationwide coverage, vision, & dental
401(k) retirement plan with employer matching
Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
Generous family leave policy
Work from anywhere to facilitate your work life balance
Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!

Additionally, we will

Listen to your feedback to enhance and improve upon the long-standing challenges of an adjuster and the claims role
Foster a culture of empathy, transparency, and empowerment in a remote-first environment

At Reserv, we value diversity and believe that a variety of perspectives leads to innovation and success. We are actively seeking candidates who will bring unique perspectives and experiences to our team. We welcome applicants from all backgrounds and encourage those from underrepresented groups to apply. If you believe you are a good fit for this role, we would love to hear from you!

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Claims Director, Property