Supervisor, Auto Physical Damage (Hybrid)

About the Role

Are you ready to lead a high-performing team and make a real impact? We’re looking for an Auto Physical Damage Unit Supervisor to oversee a group of adjusters in our Auto Physical Damage Department. In this role, you’ll ensure exceptional customer service, accurate claims investigation, and timely settlements. You’ll also play a key role in staff development, workflow optimization, and maintaining compliance with department standards.

Responsibilities

Customer Service

• Supervise adjusters handling first- and third-party physical damage claims under personal and commercial auto policies.
• Monitor staffing levels, schedules, and workloads to deliver outstanding service.
• Review claims for compliance with standards, policies, and procedures.
• Resolve service concerns from internal and external customers.
• Ensure written communications are clear, empathetic, and aligned with our customer service philosophy.
• Build strong relationships with agents and customers through calls and occasional visits.
• Monitor call flow and compliance using Genesys system.
• Collaborate with other management teams to resolve interdepartmental issues.
• Create an environment where teamwork is encouraged with your Unit, the Claim Department and Company.

Quality & Productivity

• Prioritize and distribute work to meet productivity goals.
• Use reports to identify trends and evaluate performance.
• Ensure proactive investigation and timely resolution of claims.
• Conduct regular quality file reviews and address issues promptly.
• Prepare detailed, growth-focused performance appraisals.
• Communicate and implement new processes and workflows effectively.

Technical Knowledge

• Demonstrate expertise in personal and commercial auto policies and coverages.
• Provide technical guidance and authority to staff.
• Approve coverage and liability denials.
• Advise on arbitration and litigation strategies.
• Collaborate with audit teams to address claim issues.
• Promote best practices and ensure compliance with regulatory requirements.
• Mentor new supervisors and support staff development.
• Utilize departmental data/dashboards to transform processes and workflows.

Leadership

• Participate in hiring and onboarding new team members.
• Lead productive team meetings that foster collaboration.
• Motivate and guide staff to achieve goals while maintaining morale.
• Recognize and reward performance.
• Address performance and behavioral issues professionally.
• Represent the department on committees and project teams.
• Think strategically to further streamline APD processes and workflows.
• Promote our values and company culture while driving STRATEGY, delivering RESULTS, and empowering PEOPLE to perform at their best.

Qualifications

• Education: Bachelor’s degree or equivalent experience preferred.
• Experience: 7–9 years (or Associate’s degree plus 9–11 years).
• Insurance coursework strongly preferred; Casualty and/or SIU experience a plus.
• Superior oral and written communication skills.
• Strong technical, analytical, and organizational abilities.
• Leadership skills with the ability to make sound business decisions.
• Excellent customer service and interpersonal skills.
• Ability to adapt and innovate in a fast-paced, multi-task environment.
• Proficiency in computer systems and good math skills.

Pay Philosophy: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at MAPFRE are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Salary Range $77,700 - $104.400

Thank you for considering MAPFRE Insurance as part of your career journey. 

We're proud to be rated "A" (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states. 

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.