Claims Quality Improvement Analyst - General Motors Insurance

Why General Motors Insurance?

At General Motors Insurance, we are building an Insurtech business that will reinvent auto insurance. We are fully owned and backed by auto industry leaders General Motors and GM Financial.  

This is a truly unique opportunity to join at the foundational stage of a start-up leading the transformation of the auto insurance experience.  

GM has the largest connected vehicle fleet worldwide. In the US alone, there are currently 9M+ connected GM vehicles on the road and that number is projected to triple in the next 10 years. More than that, the OnStar system currently has access to over 900 data points from the vehicle. This surge in information about vehicles and how they are driven will revolutionize auto insurance. This disruption is backed by the bold GM vision of zero crashes, zero emissions and zero congestion. We are serious about the safety and financial security of our customers.

This position will be posted until filled.

The Claims Quality Improvement Analyst promotes quality claim management by facilitating file evaluation and performing detailed analyses of company data to quantify claims results. This position collaborates with operations leaders and the Continuous Improvement Manager to determine optimal file results and ensure claim files are in regulatory compliance and meet best practices.  This position analyzes quantitative and qualitative business indicators, makes recommendations for continuous improvement, and makes technical decisions in accordance with delegated authority.  This position may be called upon to investigate trends across claim metrics through focus audits and analysis.

In this role you will: 

• Develop and execute the vision of the General Motors Insurance quality improvement function within the claims department, continuously improving, and enhancing this function in accordance with claims best practices and regulatory requirements
• Create and maintain file audit dashboards to educate Claims leadership on trends, performance, and opportunities for improvement
• Develop and implement automated systematic claims handling quality file review and audit processes
• Collaborate with claims leaders to develop and implement policies, standards, processes, controls, and related documentation of best practices, guidelines, and workflows to ensure a center of excellence within Claim Quality Improvement
• Develop and implement quality and compliance reviews of General Motors Insurance Company claims to ensure quality and appropriate service results, to drive best in class claims handling
• Develop meaningful, updated audit forms calibrated to claims best practices and current regulatory requirements, analyze audit results, reporting on the results, and developing post-audit management action plans to drive continuous improvement
• Monitor, coordinate, track, measure, and report to internal stakeholders trends, issues, opportunities, and analysis on file quality data
• Collaborate with Claims leadership and related internal stakeholders on training initiatives, job aids, guidelines to continuously improve claims handling quality and execution in support of team and individual professional growth and development
• Bring a solid understanding of compliance issues and regulatory environment in all project development and implementation.
• Build and maintain key relationships with internal stakeholders (e.g., Peers, Operations, Learning & Development, various executive management leaders) and external stakeholders (e.g., auditors and vendors)

What makes you an ideal candidate?

Knowledge and Skills

• Auto and Casualty Claim handling experience
• Claims Audit, Quality Improvement/Quality Assurance experience
• Must have extensive knowledge of claims processes and procedures along with overall knowledge of insurance industry
• Possess an understanding of Guidewire ClaimCenter
• Project management experience preferred
• Database proficiency desired
• The preferred candidate has an ongoing pursuit of analytical credentials
• Excellent written and oral communication skills needed
• Ability to analyze data to form general rules or conclusions
• Ability to understand and communicate regulatory requirements and develop claims best practices
• Ability to use relevant information and sound judgment to determine whether processes or decisions comply with regulations or standards
• Ability to work, coach, and mentor effectively in a team environment
• Ability to establish and maintain effective working relationships with others
• Analytical mindset and the ability to make data-driven decisions
• Exceptional communication and interpersonal skills, with a focus on empathy and customer-centricity
• Demonstrated ability to work collaboratively with cross-functional teams
• Nimble and adaptable to a fast-paced and ever-changing environment
• Strong problem-solving skills with a keen eye for detail
• Self-motivated with a proactive approach to tackling challenges

Work Experience

• 3+ years of experience with auto and/or casualty claims handling required
• 2+ years of experience in a claims compliance or claims quality role preferred
• High School Diploma or equivalent required
• Bachelor’s Degree in related field or equivalent work experience preferred

Licenses and Certifications

• AINS, AIS, CPCU, SCLA, or AIC preferred

What We Offer: Generous benefits package available on day one to include: 401K matching, bonding leave for new parents (12 weeks, 100% paid), tuition assistance, training, GM employee auto discount, community service pay and nine company holidays.

Our Culture: Our team members define and shape our culture — an environment that welcomes innovative ideas, fosters integrity, and creates a sense of community and belonging. Here we do more than work — we thrive.

Compensation: Competitive pay and bonus eligibility.

Work Life Balance: Flexible hybrid work environment, 2-days a week in office.

This position is not open to agency submissions

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Compensation: $61.000 - $116.000

At GM Financial, we strive for transparency in all aspects of our business, including pay equity. This is the GM Financial pay range for this role and job level. The exact salary and compensation will vary based on factors like knowledge, skills, experience, and education.

This role is eligible to participate in a performance-based incentive plan. Full time employees are eligible to participate in health benefits on day one of employment.

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