Auto Litigation Team Leader - Western Region

  • Company: The Hartford
  • Location: Scottsdale, Arizona
  • Posted: December 14, 2017
  • Reference ID: 1703221
The Team Leader ensures that his or her team consistently demonstrates functional expertise and provides excellent customer service while handling a book of high exposure and litigated Auto Litigation and Lit Plus claims. In this position you will lead a team of Auto Litigation and Lit Plus Handlers by aligning and managing these employees and other resources in order to achieve total loss cost management, claim quality, policyholder satisfaction and employer of choice goals.

General Team Leader Responsibilities :

  • Manage 5-7 or more Auto Litigation and Lit Plus Claim Handlers with corresponding claim inventories
  • Manage and direct claim investigation, liability determination, disposition and settlement, in compliance with corporate claim settlement policies and procedures
  • Fully comply with statutory, regulatory and ethics requirements
  • Effectively communicate and teach a thorough understanding of business vision, strategies and plans for achieving business goals
  • Effectively train, coach and develop staff to enable optimal job performance and the achievement of individual and professional goals
  • Effectively manage and balance work load in terms of equitable claim distribution
  • Utilize various reporting tools to monitor and address claim handling trends
  • Assess claim volume and staffing needs to identify and effectively address staffing gaps and surplus

Leadership Effectiveness :

  • Set high standards for self and others
  • Manage and implement change including explaining drivers and business goals
  • Maintain action-oriented approach to work assignments
  • Stay current on issues impacting industry and marketplace trends and the strategic direction of the organization
  • Use critical thinking skills to gather information, apply sound reasoning, draw appropriate conclusions and make sound decisions based on a mixture of analysis, experience and judgment

Talent Management :

  • Effectively hold self and staff accountable for achievement of business results
  • Effectively train, coach and develop staff for management succession purposes
  • Evaluate, acknowledge and manage performance through the use of appraisal tools
  • Effectively address and manage performance that does not meet required standards

Customer Service :

  • Maintain dedication to meeting expectations and requirements of internal and external customers
  • Obtain first-hand customer information and use it for improvements in products and services
  • Establish and maintain effective relationships with customers, gaining their trust and respect
  • Demonstrate diplomacy and tact to effectively avoid or diffuse high-tension situations
  • Negotiate skillfully in tough situations with internal and external groups
  • Set aggressive and realistic expectations for responding and follow through on commitment
  • Always demonstrate professionalism and establish credibility when interacting with customers
  • Personally enhance The Hartford's reputation in the marketplace
  • Clearly explain complex or technical information that is helpful to customers

Teamwork and Team Building :

  • Create and support a team environment that achieves Claims' Diversity and Inclusion initiatives
  • Build a high performing team with diverse characteristics, where individual differences are valued
  • Build appropriate rapport and constructive and effective relationships with people inside and outside the organization
  • Represent The Hartford as a credible, trustworthy, flexible and dependable resource
  • Demonstrate courtesy, honesty, integrity, respect and competence when interacting with others
  • Embrace leadership role among claim team leaders and handlers and offer advanced expertise to help teammates. solve problems, learn new skills and accomplish goals
  • Consistently act with the highest level of integrity and adhere to general principles of business ethics

Technical and Functional Skills :

  • Understand and effectively analyze personal and commercial auto coverage forms
  • Extensive knowledge of liability investigations, injury evaluations and negotiations
  • Experience in litigation management
  • Experience in leading and managing all levels of staff relative to experience, tenure and professional development is preferred
  • Strong understanding of reserve accuracy relative to claim exposures
  • Extensive knowledge of customer service drivers and the ability to resolve customer issues, needs and concerns independently
  • Experience with human resource policies and procedures and administration of the same

Qualifications :

  • 5 years auto liability claim experience
  • Bachelor's degree or equivalent experience
  • Experience managing litigation
  • Consistent high level of performance and achievement over career span
  • Demonstrated level of competency
  • CPCU, AIC, SCLA or other professional designation, or working toward such designation, is a plus
  • State licenses may be needed depending on team alignment

Behaviors at The Hartford

  • Deliver Outcomes - Demonstrate a bias for speed and execution that serves our shareholders and customers.
  • Operate as a Team Player - Work together to drive solutions for the good of The Hartford.
  • Build Strong Partnerships - Demonstrate integrity and build trust with others.
  • Strive for Excellence - Motivate yourself and others to achieve high standards and continuously improve.


  • This position will report to the Western General Liability and Auto Litigation Claim Center located in Scottsdale, AZ and will lead a team of handlers handling Auto Litigation and Lit Plus claims in The Hartford's Western claim region.
  • Remote work is an option

Equal Opportunity Employer/Females/Minorities/Veterans/Disability/Sexual Orientation/Gender Identity or Expression

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