Senior Claims Process Improvement Specialist

Job Type: Full time

Exempt/Non Exempt:

Job Description:

Location Details:

Remote

Position Schedule / Shift:

Monday – Friday: 8:30 AM EST – 5:00 PM EST

Position Summary:

Are you passionate about driving meaningful change and improving how work gets done? As a Senior Claims Process Improvement Specialist, you'll lead high-impact initiatives that transform Claims operations, partner with leaders and cross-functional teams to streamline processes, implement innovative solutions, and deliver measurable business results. This role offers the opportunity to influence strategic decisions, leverage data-driven insights, and help shape the future of the Claims organization through continuous improvement and operational excellence.

Key Responsibilities:

• Collaborate with Claim leaders to develop change management and implementation strategies for large scale projects or initiatives

• Conducts need analysis assessments

• Gathers and documents business requirements

• Identifies gaps and operational functions in need of improvement

• Designs and documents process enhancements and recommended workflows

• Executes projects ensuring adherence to corporate and regulatory guidelines

• Analyzes data to determine the root cause of operational inefficiencies

• Participates in cross-functional teams performing cost-benefit analysis and budget implications

• Identifies, analyzes, and recommends innovative approaches to resolve highly complex problems

• Forecasts and communicates project outcomes to Claims leadership

• Documents and maintains process flows and procedures

• Measures and tracks achievement of project objectives and timelines

• Works with technology and functional teams on the implementation of Claims system or solutions

• Leads business readiness activities and organizational change management to ensure end users are prepared for system upgrades, changes or new technology or functional solutions

• Participates in the development of training related to process improvement solutions

Qualifications:

Required

Education:

• Bachelor’s degree in related field

• A valid driver's license is required if the primary responsibilities of the role involve conducting in-person inspections or frequent in-person meetings with members.

Experience:

• Minimum of 4 years of claim handling experience

• Experience in process improvement activities including evaluating, analyzing, recommending, documenting, and implementing improvements in processes and procedures

• Organizing, controlling, monitoring, and reporting projects including providing work direction and guidance to vendors or Claims teams

• Analyzing information flow and evaluating the effectiveness and efficiency of systems, solutions, and business strategies

• Conducting cost/benefit analysis

• Planning, organizing, and training others on new applications, processes, or vended solutions

• Implementing and evaluating performance interventions

• Analyzing and documenting workflows

• Project management, including planning and oversight

• Preparing and presenting information to management

Skills and Ability to:

• Strategic thinking and addressing complex issues Lead multifunctional project teams, including employees of various levels, including management

• Effectively communicate (both verbally and in writing)

• Analyzing potential new products and vendors

• Developing change management plans and leading business readiness activities

• Researching, analyzing, and presenting industry benchmarks and making recommendations

• Analyzing and defining resource and skill requirements for projects

• Participating in or leading process improvement initiative

• Demonstrated strong problem solving and interpersonal skills

• Demonstrated strong organization and prioritization skills

• Effectively works on concurrent projects

• Setting priorities, multitasking, working under pressure, and adapting to changing demands

• Adapting to and effectively lead change

Preferred

Education:

• Project Management Professional certification

Experience in:

• Presenting information using tools such as PowerPoint, Tableau or similar

• Creating and utilizing process flowcharts, and gap analysis using VISIO or other comparable tools

• Process improvement strategies and best practices

• Project management in a leadership capacity

Knowledge of:

• ACG claims systems

• Project management tools

• Multi-line claims operations exposure

Work Environment:

This position is currently able to work remotely from a home office location for day-to-day operations, unless occasional travel for meetings, collaborative activities, or team building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy.

Compensation & Benefits Overview:

ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).

Compensation

A Senior Claims Process Improvement Specialist earns a competitive annual salary of $76,000.00 - $100,000.00, along with the opportunity for an annual company bonus incentive.

Benefits

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility.

• Prescription drug coverage.

• Dental and vision benefits.

• Employee Assistance Program (confidential support services).

Financial Protection & Insurance

• Company-paid basic life insurance.

• Optional supplemental life insurance and dependent coverage.

• Short-term and long-term disability coverage.

• Critical illness, accident, and pet insurance options.

Retirement & Savings

• 401(k) plan to support long-term financial goals. 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax. Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.

Time Off & Leave

• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.

• Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day. Holidays vary by business unit schedules. Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules.

• Paid leave programs, including parental, bereavement, jury duty, and military leave.

Career Growth & Education

• Tuition assistance (up to $5,250 annually; 80% covered by ACG).

• Professional certification support with 100% reimbursement for eligible programs.

• Opportunities for career development and advancement.

Additional Perks

• Complimentary AAA membership with roadside assistance and travel discounts.

• Adoption assistance program.

Job Posting Period:

This position is expected to remain posted through August 28, 2026; however, it may close at any time once a qualified candidate pool is identified.

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.

And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit

Important Note:

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all its affiliated companies, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

Regular and reliable attendance is essential for the function of this job.

AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.