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

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.