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Claims Support Supervisor

Date: Sep 13, 2021

Location: Roanoke, VA, US, 24018

Company: Erie Insurance

Division or Field Office:

Waynesboro Claims Office

Department of Position: Claims Department 

Work from:

Roanoke or Waynesboro VA Offices


At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 5,000 employees and over 2,200 independent agencies.  Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.  To attract and retain the best talent, we reward our team members with competitive salaries and a very generous benefits package.


Position Summary

Supervises all processes and procedures handled by claims and zone support staff and oversees administrative functions. Assists management in developing and implementing programs for maximum utilization of claims support personnel, office services and equipment. Interviews, evaluates and hires claims support personnel. Performs varied administrative tasks for the branch office.

This position will manage employees in both the Roanoke and Waynesboro, VA Claims Offices.

Duties and Responsibilities

Manages overall operations of designated area of authority. Interviews, hires, trains and directs personnel. Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required. 


Evaluates claims support work methods, including analyzing the unit functions, work performed, methods and equipment used, and personnel involved. Makes changes as needed. Assists in assessing needs and trends related to the claims support function. Develops and recommends short and long-range objectives. 



Works in conjunction with Home Office human resources departments to process new hire/termination paperwork, administer employment testing, perform new hire training and document Employee changes as required. 


Coordinates support during weather events including CAT loss reports and other CAT support duties. Supports vendor relationships and oversees processes and procedures.


Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements.


Works with the Director of Claims Support to establish, implement, and monitor support processes and procedures that are aligned with company directives to further the service capabilities of the section. 


Duties and Responsibilities (cont'd if applicable)



Reviews section procedures and recommends methods to better coordinate workflow for maximum overall efficiency. Validates the work of employees to ensure quality and quantity standards are met. Identifies training needs as required. 


Performs administrative duties in support of the claims managers and branch employees. Supports Employees in benefits and employment procedures.


Tracks and trends timekeeping for claims Employees at the field office. Maintains vacation schedules, records sick time, reviews Employee time and schedules overtime. Advises claims manager of any scheduling issues, in order to ensure proper staffing.


Maintains and coordinates use of equipment, office supplies, furniture, and maintenance items. Contacts outside vendors, as needed, for repairs or branch office maintenance. Coordinates the implementation and maintenance of company-wide programs at the branch office including health and wellness, continuing education and charitable giving.


Responds to claims-related inquiries from Agents.


Collaborates (Leader)
Self-development (Leader)
Customer Focus (Leader)
Instills Trust (Leader)
Persuades (Leader)
Decision Quality (Leader)
Drives vision and purpose (Leader)
Cultivates Innovation (Leader)
Nimble Learning (Leader)
Develops Talent (Leader)
Plans and Aligns (Leader)
Ensures Accountability (Leader)


Minimum Required Education Equivalents.


Bachelor’s degree in business or related field and two years’ experience in claims processing operations or insurance operations; or


Associate’s degree in business or related field and four years’ experience in claims processing operations or insurance operations; or


High School Diploma or GED and six years’ experience in claims processing operations or insurance operations, required.


In-depth knowledge of related ERIE systems, or industry systems, required. Proficiency with word processing, spreadsheet and presentation software required. Occasional overnight travel required.

Physical Requirements

Climbing; Rarely
Driving; Occasional (<20%)
Lifting 0-20 lbs; Occasional (<20%)
Lifting 20-50 lbs; Occasional (<20%)
Lifting Over 50 lbs; Rarely
Manual Keying/Data Entry; Frequent (50-80%)
Pushing/Pulling; Rarely

Nearest Major Market: Roanoke