Claims & Risk Manager

We are seeking a hands-on Claims & Risk Manager to work alongside our current Complaints & Claims Coordinator, to help resolve complex complaints and claims, and support risk management and compliance efforts.

The ideal candidate brings experience in claims or investigations, along with practical exposure to identifying risk, supporting compliance requirements, and improving procedures. This position offers the opportunity to take on greater ownership and leadership responsibilities over time.

This position offers opportunities to expand risk, compliance, and leadership responsibilities based on performance, demonstrated readiness, and business needs.

• Assist with managing complaints and claims from intake through resolution, taking the lead on complex or escalated matters.
• Investigate complaints by reviewing reports, photos, video, and supporting documentation.
• Communicate with customers, internal teams, repair facilities, insurance adjusters, and legal counsel as needed.
• Coordinate repair follow-up and maintain accurate case notes, records, and correspondence.
• Identify potential liability, operational risk, and compliance concerns and recommend corrective actions.
• Support compliance reviews, audit preparation, and adherence to company policies and client requirements.
• Track complaint and claim trends and recommend improvements to prevent recurring issues.
• Help develop and update procedures, documentation standards, and employee guidance.
• Provide leadership with updates on open cases, emerging risks, and compliance concerns.

• Four or more years of relevant experience in claims, insurance, investigations, risk management, compliance, or a related field.
• Experience managing complaints or claims, including investigations, documentation, and resolution.
• Practical risk management or compliance experience, such as identifying operational risks, supporting audits, monitoring requirements, or developing corrective actions.
• Strong communication, organizational, problem-solving, and documentation skills.
• Sound judgment and the ability to handle difficult conversations and confidential information.
• Ability to work collaboratively, take initiative, and manage competing priorities.
• Availability to work full-time in-office in Kennett Square, PA.

• Experience with vehicle damage, property damage, liability claims, transportation, or fleet operations.
• Team-lead, supervisory, mentoring, or process-improvement experience.
• Experience developing policies, supporting employee training, or coordinating with insurance carriers and legal counsel.
• Relevant education or professional certifications.

Prior repossession industry experience is not required.