Complex Property Claims Senior Manager

Extra Space Storage is a leading institutional self-storage company committed to providing exceptional storage solutions. We are seeking a dedicated and experienced Property Claims Specialist to join our dynamic team and play a key role in managing claims processes for our properties.

As a Complex Property Claims Sr. Manager, you will play a pivotal role in overseeing the comprehensive property claims management process, ensuring the swift and efficient resolution of property claims. This multifaceted role demands a proactive approach to coordinating initial responses to large loss events and will require an individual that cares about attention to detail, can stay organized with large amounts of data, and has calm demeanor during high-stress situations. To thrive in this role, successful candidates will build relationships with both internal and external stakeholders (senior management, insurance carriers, adjusters and consultants) fostering proactive communication to facilitate seamless recovery from losses and expedite the claims process. This role will require some travel to property loss events and will necessitate flexibility in their ability to respond to these losses.

Responsibilities:

First Responder Coordination:

• Mobilize and coordinate the initial 72 hours of the company’s response to large loss events.
• Collaborate with internal teams to assess damage, prioritize actions, and implement immediate response measures.

Claims Management:

• Work closely with adjusters, Third-Party Administrators (TPAs), and insurance carriers to manage and track property claims.
• Conduct thorough investigations to assess the extent of damage, evaluate liability, and determine the appropriate course of action.
• Establish “critical path” resolution parameters (including scope and target dates) for all vendors before mitigation and reconstruction work begins, along with a clear budget for services.
• Ensure that TPA and carrier reserving practices are accurate (i.e., adequate without being excessive), kept up-to-date, and that any required changes are substantiated and communicated proactively.
• Manage mitigation and reconstruction costs to be at or below budget.

Timely Resolution:

• Ensure that all claims are progressing in a timely manner and meeting established deadlines.
• Implement strategies to expedite the claims process while maintaining accuracy and compliance with company policies.

Communication:

• Maintain clear and proactive communication with all stakeholders, including internal teams, insurance carriers, adjusters, contractors, and property managers.
• Provide regular updates on the status of claims and any relevant developments.
• Obtain approvals for work to be performed and coordinate invoicing.

Documentation and Reporting:

• Prepare detailed reports on claim status, including financial impact and resolution timelines.
• Maintain accurate and organized claim files, ensuring compliance with regulatory requirements.

Quality Assurance:

• Implement and monitor quality assurance measures to uphold the highest standards in claims processing.
• Conduct regular audits to identify areas for improvement and implement corrective actions.
• Establish, measure, monitor and analyze Vendor KPIs
• Work with Extra Space’s construction team or vendors to ensure that restoration work is being completed to Extra Space’s quality standards.

Qualifications:

• Bachelor’s degree in a related field (e.g., Business, Risk Management) or equivalent experience.
• 5-10 years of claims, insurance, or risk management experience
• Proven experience in property claims management, preferably within the real estate or self-storage industry.
• Strong knowledge of insurance policies, coverage, and claims processes.
• Ability to travel at a moment’s notice to large loss events and coordinate initial response efforts.
• Flexibility to work outside of regular business hours.
• Excellent communication and interpersonal skills, with the ability to build effective relationships with stakeholders.
• Detail-oriented with strong organizational and analytical skills.
• Proficient in Microsoft Office Suite and claims management software.

If you are a current Extra Space employee, please apply through Jobs Hub in Workday.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.