Insurance Claims Manager


Hagerstown, MD




The Claims Manager is a key role in our thriving business.  We serve churches and non-profits across a nine-state region.  We are looking for candidates who can bring exceptional customer service and embrace our motto, “Serving those who serve others.”

Long-term relationships are important to us. The best candidates would be those who wish to develop their career with us.  We offer training and encourage professional development.  An often-cited benefit is excellent work life balance with Monday to Friday, 8:30 a.m. to 5:00 p.m. hours.  We additionally offer competitive earnings and benefits.

Desired Qualities

The Claims Manager promotes customer satisfaction and retention, while simultaneously promoting the financial stewardship interests of the agency.  Deliverables include but are not limited to the following:

  • Guides customers in the process of filing a claim.
  • Reports loss information the same day it was received.
  • Monitors and reports on claims trends.
  • Responds to customer inquiries and questions regarding the status of a loss.
  • Follows all systems, procedures, and company policies.
  • Follows up with carriers regarding reserves and/or closing amounts on a regular basis.
  • Notifies Customer Service Representatives and/or Agents of loss of an insured risk.
  • Documents all material conversations with insureds and/or carriers in CRM.
  • Facilitates organization / coordination of claims via distribution of claims kits.

Skillfully navigates the intersecting interests of customers, carriers, and the agency as follows:

Customer Interests:

  • Responsiveness from carrier/agency.
  • Fair and reasonable payment for loss.
  • Timely resolution of claim.
  • Clarity on claims process: what to expect, when, and from whom.
  • Continual follow-up communication until claim closes.
  • Questions / concerns heard and acted upon.

Carrier Interests:

  • Customer satisfaction / retention
  • Mitigation of loss.
  • Prompt notification and filing.
  • Adequate documentation.
  • Clear point of contact.
  • Contact information of relevant parties.

Agency Interests:

  • Customer satisfaction / retention.
  • Clear roles/responsibilities for customer, carrier (adjuster) and agency.
  • Educates customers on when to file a claim.
  • Provides carries with all necessary information to move forward with the claim.
  • Continually follows-up until claim is closed.

Key Characteristics

Determining if you are a Good Fit: 

The following five attributes will help you determine if you are a good fit with our opportunity.  If this sounds like the opportunity you’ve been seeking, then please tell us how your qualifications fit with the following five attributes in your cover letter.

  1. Embracing feedback from others is expected. A continuous flow of feedback from your supervisor and co-workers will be a source of constant improvement.
  2. The ability to multi-task and handle interruptions is essential. You will be expected to manage time-sensitive, complex tasks while being an effective team player.
  3. Attention to detail is critical. We take pride in making sure that every customer is served professionally, accurately, and consistently. As such, priority will be given to candidates demonstrating a desire and ability to learn.
  4. Our customers and your teammates count on your daily commitment. Attendance, punctuality, dependability, and reliability are key to both the company and your personal success.
  5. Obtaining an insurance license is expected. Professional certifications are encouraged. Our in-house training, combined with excellence in time management, communication, and organizational skills, will lead to success.


  • Proactively engages internal (co-workers, leadership) and external (customers, carriers, adjusters) stakeholders.
  • Excellent interpersonal, verbal, and written communication skills.
  • Maintains confidentiality of customer information.
  • Committed to continuous learning of industry best practices.
  • Ability to adapt to a fast paced and changing environment.

Skills and Experience

  • Excellent interpersonal, verbal, and written communication skills.
  • Ability to accurately manage a high volume of detailed information.
  • Utilizes information technology to accomplish goals.
  • Skillfully navigates the role and boundaries of a claims’ manager.
  • Applies best practice to help organize and coordinate the claims process
  • Establishes and maintains professional rapport with teammates.
  • Practices humility, acknowledges mistakes, makes correction, and supports others.


  • College degree preferred.
  • Prior experience as a claims adjuster strongly preferred.

Physical Demands

  • Physical demands: While performing the duties of this job, the employee is occasionally required to walk; stand; sit; use hands; reach with hands and arms; balance; stoop; talk and hear. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Work environment: Fast paced, minimal noise, team orientation.

About Bitner Henry

Founded in 1938, Bitner Henry Insurance Group is now a fourth-generation family owned and operated insurance agency that retains the core values of professionalism, integrity and caring. Now serving insurance needs in a nine-state region, Bitner Henry Insurance Group provides personal, business, church, and social service insurance to meet their client needs. You can learn more about Bitner Henry Insurance Group at