Frontdoor is a company that’s obsessed with taking the hassle out of owning a home. With services powered by people and enabled by technology, it is the parent company of four home service plan brands (American Home Shield, HSA, Landmark and OneGuard) and an expanding portfolio of home services. Frontdoor serves more than two million customers across the U.S. through a network of 16,000 pre-qualified contractor firms that employ over 45,000 technicians. The company’s customizable home service plans help customers protect and maintain their homes from costly and unplanned breakdowns of essential home systems and appliances. With more than 45 years of experience, the company responds to over four million service requests annually (or one request every eight seconds). For more details, visit frontdoorhome.com.
ResponsibilitiesSummary: (Remote/Virtual Role) The Director, National Claims applies knowledge and experience adjudicating claims as well as leadership skills to manage the claims team in the New Home Division. This position will be managing claims adjusters handling workmanship, systems and structural defect warranty claims. This leader should be organized with a strong work ethic and excels at managing a team in a collaborative environment, and will have the opportunity to take on a variety of responsibilities and the ability to grow within the organization.
Responsibilities:
Manage the New Home Claims Department and has direct leadership responsibility for the Claims Supervisor, which includes conducting performance reviews, managing performance and productivity, addressing complaints and resolving disputes.Provide training, coaching, feedback, guidance to team members to facilitate consistency, accuracy and quality throughout the department.Establish processes and procedures that are in compliance with national, state, and county statues and regulations. Continually evaluate current processes and identify opportunities for increased operational efficiencies.Develop annual budgets and monitor and report on financial performance.Analyze financial and claim activity reports to review current progress and modify objectives or plans based in current conditions.Collaborate with Senior Management to create staffing projections and align strategies with that of the organization. Monitor and maintain appropriate staff in accordance with departmental needs.Conduct file reviews and audits to measure and evaluate quality, adherence to terms of warranty and verify that payments were issues in compliance with warranty and contract provisions.Meet with Re-insurer and provide assistance in auditing of claim files. Ensures compliance with re-insurer treaties, regulatory authorities and Fair Claims Practices.Ensure that Service Level Agreements and deadlines are met by managing adjuster workload; load-balancing, monitor close ratios and aging claims.Serve as Warranty Claims subject matter expert. Educate team members and customers on product and process as well as answer questions for internal and external customers.Authorize settlements, payments and reserve amounts up to established authority levels.Ensure reserves and payments are supported by appropriate investigation, source documents, engineering, and supporting legal documentation.Maintain Audit Criteria and conduct file audits to ensure compliance with fair claims practices, warranty and contract provisions and established protocols.Conduct cursory reviews of correspondence prepared by adjusters including but not limited to; coverage denial letters, responses to regulatory agencies, Large Loss Reports, URNs and other reportsPerform detailed claim investigations, evaluate and settle new home workmanship, systems and structural defect claims.Collect and analyze engineering and loss data and interpret engineering reports to adjust repair estimates, negotiate settlements, and to pay or otherwise resolve claims.Communicate warranty responsibilities and standards to builders, homeowners, sales reps, and others to provide warranty guidance and/or expedite warranted repairs and minimize insurance claims.Compile, prepare and present information to managers, builders, contractors, homeowners, engineers and attorneys and lead Q&A sessions.May assume other duties as applied.Required Skills:
Exceptional leadership skillsExpertise in reading, analyzing, and interpreting general business periodicals, professional journals, technical procedures, or governmental regulationsHighly proficient in reading and interpreting contract language, statues, regulations, technical information and accurately apply them throughout the claims processKnowledge of tort, contract and agency lawAdvanced critical thinking skills to analyze and negotiate a resolution with experience in resolving highly escalated situationsExceptional written and verbal communication skills with the ability to apply problem solving skills to complex situations and clearly document claim file activitiesAdvanced computer skills working in multiple platforms including Word, Excel, and Outlook
Preferred Skills:
Extensive knowledge of the New Home Warranty Industry and home construction practicesPhysical Role Requirements: Be seated at a computer intermittently for up to eight hours a day. Move up to 10 pounds occasionally, by lifting, carrying, pushing, pulling, or otherwise repositioning objects. Sitting for long periods of time while using office equipment such as computers and phones. Repetitive motions using hands and digits; such as movement of wrists, hands and fingers while picking, pinching and typing during your normal working environment.
QualificationsMinimum Education, Licensure and Professional Certification requirements: High school diploma or equivalent required, Active Property and Casualty Adjuster’s license with the ability to complete required course of study, and pass examinations necessary to obtain and maintain a qualifying reciprocal adjuster’s license
Minimum Experience required (number of years necessary to perform role): 7+ years of experience in the property/casualty or home warranty insurance industries required, including 5+ years of experience managing claims adjusters
Travel: Travel out of state on occasion to attend field inspections, arbitrations and mediations
Other/State SpecificThis role pays between $160,00 - $172,000 and your actual base pay will depend on your skills, qualifications, responsibilities, experience, and location.
At Frontdoor certain roles are eligible for additional rewards and incentives. Speak directly to your recruiter to learn more.
Our approach to benefits is holistic, and includes health, wellbeing and financial components including: insurance for medical/pharmacy, dental, vision, life, and disability, weight loss and smoking cessation programs, matching 401(k) and ability to participate in our employee stock purchase plan.
Learn more about benefits at Frontdoor.
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