Responsible for the operations of the office, the Branch Manager is expected to contribute to the growth of the office operations by providing service to current clients, building relationships and undertaking marketing activities to grow the client base whilst monitoring profitability of the branch.

Provide office and field based assessments and investigations of insurance losses from first advice to final settlement. The Branch Manager will also provide support and advice to insured’s with respect to their claims.

Reports to: State Manager

Direct Reports:  External Claims Adjusters, Internal Claims Adjusters, Administration Assistants, Receptionists

• Examine claims forms, policies and endorsements, client instructions and other records to determine coverage
• Investigate claims by interviewing claimants and witnesses, obtaining official reports, by inspecting physical damage, by comparing claim information with evidence
• Set loss reserves and update when changes in circumstances become apparent
• Prepare reports by collecting and summarising information required by client, local, state and federal government and by Crawford & Company in line with Service Level Agreements
• Settle claims after determining insurance carrier’s liability, client’s instructions, and authority levels required by obtaining demands and making offers to claimants, issuing settlement checks, making filings with regulatory agencies, disposing of salvage & pursuing subrogation when appropriate
• Control claim costs
• Maintain expected case load
• Recommend litigation when appropriate
• Present evidence at legal proceedings producing reports and other documents as evidence
• Maintain company reputation and insurance product integrity by complying with federal and state regulations and service standards
• Maintain professional and technical knowledge through continuing education
• Conduct business development by calling on local businesses to solicit new business or maintain existing business
• Assist less experienced adjusters with claims handling
• Meet client expectations in a timely manner
• Effectively deal with service/product replacement providers
• Maintain client service standards/KPI’s
• Meet Crawford and client compliance requirements

• Customer Focus: Focus on understanding and meeting the customer's needs. Involves actively seeking information to understand internal and external customers’ circumstances, problems, expectations, and needs
• Organisational/Time Management: Effectively prioritises work and meets deadlines. Involves allocating time and resources efficiently and effectively; managing multiple assignments or tasks effectively.
• Quality: Consistently produces high quality work. Involves professional presentation of documents, with high level of accuracy.
• Communication/Interpersonal Skills: Communicates clearly and professionally with both internal and external clients. Involves conveying information, both written and verbal, in a clear and concise manner.
• Responsiveness: Responds to requests for information, emails and returns telephone calls promptly and professionally
• Adaptability: Demonstrates tolerance for uncertainty; responds to changing circumstances by being innovative and altering behaviour to better fit different situations; learn new skills, perform work in different ways; willing to be flexible.
• Teamwork: Works cooperatively with others and build effective working relationships to accomplish common team goals and objectives. Involves understanding team dynamics, fostering collaboration, providing a tangible contribution and listening and responding to the input of others in a manner that creates an environment of mutual trust and respect. Willingness to transfer knowledge and skills as appropriate

• COO
• State Manager
• State Administrator
• Support Staff
• Managers
• Insured’s
• Clients
• Service providers

• Previous experience as a Loss Adjuster And/or Internal Claims Adjuster
• Thorough knowledge of insurance terminology, practices and conditions
• Excellent English and report writing skills
• Good verbal and written communication skills
• Preferably marketing/business development experience
• Understanding of basic business accounting procedures
• Good attention to detail
• Strong analytical and mathematical ability
• Good computer abilities, preferably previous use of an electronic claims system

• Strong organisational and interpersonal skills (relationship building)

• Computer literate
• Adequate numeracy & literacy skills
• Professional and positive outlook
• Good interpersonal skills
• Work without supervision
• Client service focus

• Loss Adjusting qualifications preferred, or Professional qualifications applicable to the Loss Adjusting industry
• Drivers licence