SIU Claims Manager in Rancho Cucamonga, California at Advantage Surveillance, LLC

Scope of Position:
The SIU Claims Manager is responsible for overseeing a team of SIU Investigators and managing insurance claims investigations from assignment through completion. This role ensures investigations are conducted efficiently, accurately, and in accordance with client objectives and Company quality standards. The Manager will provide investigator direction, case oversight, quality control, training, and client communication while monitoring team performance and departmental goals.

Key Responsibilities:

Case Management & Oversight

• Oversee SIU investigations from assignment through final work product delivery.

• Brief investigators on assignments, case objectives, and investigative plans.

• Develop clear plans of action to ensure client objectives are thoroughly addressed.

• Monitor case progress through open-file reviews and follow-ups.

• Maintain an average case turnaround time (TAT) of 21 days or less from scheduling through completion.

• Ensure investigators conduct timely follow-ups and independently move cases forward.

• Utilize databases and investigative resources to assist in locating individuals and obtaining statements and evidence.

Quality Assurance & Reporting

• Review recordings, statements, investigative notes, and reports for accuracy, completeness, and quality.

• Review and edit investigator timelines and prepare Manager Summaries.

• Finalize client-ready reports and provide completed reports to the Account Manager within two days of case completion.

• Identify deficiencies and provide investigators with guidance to improve the quality of their work product.

Investigator Management & Development

• Manage and support a team of SIU Investigators throughout their tenure with the Company.

• Provide ongoing direction, coaching, and performance feedback.

• Train new investigators and develop the skills and knowledge of existing investigators.

• Conduct talent assessments and identify recruiting and staffing needs.

• Monitor investigator performance and assist with evaluating individual development needs.

• Provide timely communication regarding job expectations, case performance, and development objectives.

Client & Operational Support

• Communicate with clients and Account Managers regarding case status, findings, and investigative recommendations as needed.

• Ensure investigations remain aligned with client requirements and Company standards.

• Process client-ready invoices in accordance with case requirements and departmental budgets.

• Approve investigator payroll, PTO, and expenses.

• Support departmental budget goals through effective scheduling, quality results, appropriate recommendations, and maximized invoicing.

Success in this position will be measured by the Manager's ability to:

• Maintain a high-performing team of SIU Investigators.

• Ensure investigations are timely, thorough, and independently managed.

• Maintain an average case TAT of 21 days or less.

• Ensure reports, recordings, statements, and supporting documentation meet Company and client quality standards.

• Develop and improve investigator capabilities through training and coaching.

• Maintain strong client communication and service.

• Achieve departmental budget and productivity goals.

• Conduct regular talent assessments and identify recruiting needs.

Remote

• Bachelor's degree, preferably in Criminal Justice or a related field.

• Minimum of 5 years of experience managing claims investigations, including auto liability, property/casualty, liability, disability, and workers' compensation.

• Strong communication and interpersonal skills.

• Excellent attention to detail, organization, and time-management skills.

• Demonstrated ability to manage multiple investigations and competing priorities.

• Experience managing and developing investigative personnel.

• Ability to work independently in a remote environment.

• Adjuster's license, FCLA, FCLS, or equivalent designation preferred.

• Salary: $60,000–$80,000 annually.

• This position is classified as exempt and is not eligible for overtime pay.

• Cell Phone Allowance: $150 per month.

• Eligible to participate in the SIU Manager Bonus Program based on the performance of the business unit and applicable 2026 bonus targets.