Position OverviewThe Carrier Partner Operations Supervisor plays a critical role in supporting Hancock Claims Consultants’ operational performance and carrier relationships within the Property & Casualty Insurance industry. This role is responsible for coordinating communication between internal teams and field operations, managing carrier inquiries and escalations, and ensuring consistency in processes, reporting, and service delivery.The ideal candidate brings strong operational experience, excellent communication skills, and the ability to manage multiple priorities in a fast-paced environment. This individual will partner closely with internal teams and carrier stakeholders to improve workflow efficiency, maintain quality standards, and support overall service excellence.Key ResponsibilitiesCoordinate communication with field management to ensure timely and accurate responses to carrier inquiries and escalationsManage and oversee responses to Allstate issue logs, ensuring resolution and follow-throughAnalyze issue logs to identify trends and provide actionable insightsSupport resolutions of escalations, including complex or non-standard issuesProvide daily capacity updates to Allstate and ensure field-reported capacity is accurate at least 15 days in advanceSupport process and quality initiatives, including calibration communication and ensuring documentation consistencyPartner with internal teams (e.g., Carrier Services) to update and improve operational processesConduct quality assurance reviews to verify accuracy of files, reports, and operational documentation in alignment with carrier standardsTrack and monitor key operational metrics (volume, quality, reschedules, capacity) and support Power BI reporting and monthly performance reviewsIdentify opportunities for operational efficiency and assist in implementing process improvements to enhance workflow and client satisfactionMaintain and regularly update the Technician SharePoint to ensure information is accurate, organized, and user-friendlyRequired Education & Experience3 – 5+ years of experience in operations, coordination, or customer service roles (insurance or claims experience preferred)Experience managing escalations, issue tracking, or customer/client inquiriesStrong organizational and multitasking abilities in a high-volume environmentProficiency with Microsoft Office Excel and SharePointExperience with reporting tools such as Power BI or similar platforms is a plusBachelor’s degree preferred, or equivalent work experienceKey Skills and AttributesStrong communication skills with the ability to interact effectively with internal teams and external partnersDetail-oriented with a focus on accuracy and qualityAnalytical mindset with the ability to identify trends and recommend improvementsProactive problem-solver with strong decision-making abilityHighly organized and able to manage multiple priorities simultaneouslySelf-motivated and capable of working independently in a remote environmentCollaborative team player with a strong sense of accountabilityWhy Hancock Claims Consultants?Hancock Claims Consultants is a trusted leader in property insurance claims support, with over 20 years of experience serving the Property & Casualty insurance industry. We partner with more than 100 carriers nationwide to deliver fast, accurate, and affordable claims lifecycle services, from inspections and estimating to contents evaluation, engineering, mitigation, and repair.We pride ourselves on combining deep industry expertise with proprietary technology that helps carriers reduce loss adjustment expense (LAE), shorten claim cycles, and improve outcomes for adjusters and policyholders alike. Our nationwide network of highly trained, certified technicians and experts allows us to deploy field resources quickly, often within 24–48 hours, and deliver detailed, fast-turnaround reports.At Hancock, you’ll be part of a company that values innovation, collaboration, and performance, and works to provide comprehensive, technology-enabled claims solutions under one roof.Compensation & BenefitsCompetitive base salary with bonus opportunityMedical, Dental, and Vision Insurance with multiple plan optionsCompany-paid Life Insurance and Long-Term DisabilityHealth Savings Account (HSA) and Flexible Spending Accounts (FSA)401(k) Retirement Plan with company matchPaid Time Off (PTO) and company holidaysProfessional development and career growth opportunitiesCollaborative, performance-driven culture with strong leadership visibility
