Director of Claims
Rural Mutual Insurance
Madison, WI US
Posted ago
Rural Mutual Insurance

Rural Mutual Insurance Company seeks a Director of Field and Desk Claims who will be responsible for the direct supervision of the Company’s Field and Desk Unit managers and the Units’ technical and operational functions.

The candidate will be responsible for supervising managers and adjusters who handle Personal,
Commercial and Farm Lines claims, including multi-line, property, large loss property, desk claims, and auto claims. They are responsible for compliance with Company and industry Best Practices, including compliance with State mandated claims-handling guidelines. They will ensure consistent delivery of exceptional customer service to our insureds, assure proper investigation and resolution of claims, and actively manage catastrophic weather events.

Other responsibilities include active collaboration with Claims Management to ensure that adjusters receive appropriate training, working collaboratively with other departments to achieve the Company’s strategic objectives, and requires active management of the Units’ personnel and departmental budgets.

This is a hybrid remote position that requires travel throughout the State of Wisconsin.


  • Responsible for the overall operations management of Field and Desk Units. This requires the direct and indirect management of approximately 30 individuals.
  • Establishes and maintains policy and procedures to assure compliance to best practices, claims management service standards, state regulations, and customer service expectations.
  • Coordinates resources with other units (Subrogation, Casualty, Worker’s Comp, and Claims Legal) to improve cross-discipline coordination and claim outcomes.
  • Works collaboratively with Training and Operations Specialist to review audit results and identify areas for improvement.
  • Administers Company personnel policies in all areas, follows Company staffing standards, and identifies areas for improvement and innovation.
  • Resolves customer complaints according to Best Practices. Monitors customer service responses to drive action plans for Unit improvement.
  • Responsible for the management of the managers and adjusters in the Field, Property, and Desk Units, including: performance management; salary planning and administration; training and development; workflow planning; hiring and placement; and disciplinary actions.
  • Identifies, develops, and retains high potential/high performing adjusters and managers who have the potential for or are ready to fill critical roles in the organization.
  • Provides support, guidance, leadership, and motivation to promote maximum performance.
  • All other duties as assigned.


  • Bachelor’s degree from an accredited college or university preferred.
  • CPCU, ARM, AIM, and/or AIC certifications preferred.
  • At least 10 years of claims experience, including three years prior claims management experience, or equivalent combination of education and experience.
  • Excellent verbal and written communication skills.
  • Strong decision-making and prioritization skills.
  • Demonstrated exceptional leadership skills.
  • Demonstrated exceptional analytical, problem-solving, and decision-making skills.
  • Bilingual abilities (Spanish, Hmong, etc.) a plus.

$100,000 - $120,000/yr
About Rural Mutual Insurance

Our reputation as one of the top 50 property and casualty companies in the country was built delivering on that promise exclusively for Wisconsin farms, businesses, and families. We provide Auto, Home, Life, Farm, and Commercial insurance throughout the state of Wisconsin. We have a network of more than 150 Agents in 100+ locations across the state. Our agents live and work in your communities. Because we only do business in Wisconsin, we make sure that premiums paid here, stay here to keep Wisconsin strong. We are rated A+ by AM Best and have been named a Ward's Top 50 Company for the past 14 years. We have also been named "Best Places to Work" by Madison Magazine.

We believe in a healthy work/life balance and to that end offer a competitive and comprehensive compensation package including health, dental, life, LTD, and vision insurance as well as an employee bonus plan, matching 401(k) plan, and generous time off benefits.

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