Complex Claim Director – Mass Tort Unit

Overview

Leads a team of Claims Consultants and Consulting Directors responsible for handling complex, high‑exposure mass tort and environmental claims, including social media addiction, PFAS, talc, sexual molestation, and other long‑tail general liability and pollution‑related matters. The role delivers superior business results through effective team management and claims resolution, while working within broad authority limits on assignments requiring a high degree of technical knowledge.

• Lead work activities of medium to high severity specialized Claims Professionals, set and communicate expectations, provide direction and situational coaching, and facilitate ongoing training.
• Facilitate ongoing development, manage performance, and drive employee engagement and retention.
• Provide strategic oversight on claim files, including analysis of complex coverage issues and litigation strategy for high‑exposure matters.
• Partner with underwriting, actuarial, reinsurance, legal, and other internal stakeholders.
• Drive productivity, manage expenses, ensure appropriate use of vendors, authorize claim resolution strategies, and maintain quality and customer service standards.
• Ensure customer satisfaction by holding the team accountable for high‑quality, timely claim service, identifying service opportunities, and developing initiatives, processes, and training.
• Ensure claim‑handling protocols are followed by maintaining appropriate file engagement and providing feedback and training.
• Use data analytics to monitor team performance, identify trends, and develop operational effectiveness strategies.
• Develop and maintain collaborative business partnerships with internal and external resources, recognizing inter‑dependencies to manage operations effectively.
• Communicate and share timely information with employees through meetings, regular 1:1 discussions, leadership messages, and shared access to process documentation.
• Participate with senior leadership in developing, implementing, and reinforcing claim‑handling protocols and business strategies, and evaluate performance for desired results.
• Recognize severity matters and appropriately escalate.
• Oversee compliance with state/local regulatory requirements, following company guidelines and staying current on commercial insurance laws and trends.
• Participate in special projects and perform additional duties as assigned.

Reports to an AVP or above.

Advanced technical expertise in general liability claims with deep knowledge of mass tort, sexual abuse, and latent/legacy exposures; strong understanding of general liability policy forms and coverage issues; expert knowledge of claims principles, practices, and procedures including investigation, negotiation, and resolution; ability to solve complex issues with urgency, interact and collaborate with all levels of internal and external partners, and present succinctly to senior management.

Proficient in Microsoft Office Suite and other business‑related software.

Bachelor’s degree required; JD, Master’s degree, or equivalent experience preferred. Typically a minimum of ten years of related work experience, with three years of management experience preferred. Applicable certifications or professional designations are preferred.

The national base pay range for this role is $147,000 to $241,500. In selected jurisdictions (District of Columbia, California, Colorado, Connecticut, Illinois, Maryland, Massachusetts, New York, and Washington) the base pay range is $97,000 to $189,000 annually. Salary determinations consider experience, skills, certifications, and location.

CNA offers a comprehensive and competitive benefits package to support employees and their families in achieving physical, financial, emotional, and social well‑being goals. Detailed information is available at

CNA is committed to providing reasonable accommodations to qualified individuals with disabilities in the recruitment process. To request an accommodation, please contact