Carrier Partner Operations Supervisor

Remote

Full Time

Manager/Supervisor

Carrier Partner Operations Supervisor

This is a remote position | Southeast Time Zone Preferred
Headquarters located in Alpharetta, GA

Position Overview

The 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 Responsibilities

Coordinate communication with field management to ensure timely and accurate responses to carrier inquiries and escalations
Manage and oversee responses to Allstate issue logs, ensuring resolution and follow-through
Analyze issue logs to identify trends and provide actionable insights
Support resolutions of escalations, including complex or non-standard issues
Provide daily capacity updates to Allstate and ensure field-reported capacity is accurate at least 15 days in advance
Support process and quality initiatives, including calibration communication and ensuring documentation consistency
Partner with internal teams (e.g., Carrier Services) to update and improve operational processes
Conduct quality assurance reviews to verify accuracy of files, reports, and operational documentation in alignment with carrier standards
Track and monitor key operational metrics (volume, quality, reschedules, capacity) and support Power BI reporting and monthly performance reviews
Identify opportunities for operational efficiency and assist in implementing process improvements to enhance workflow and client satisfaction
Maintain and regularly update the Technician SharePoint to ensure information is accurate, organized, and user-friendly

Required Education & Experience

3 – 5+ years of experience in operations, coordination, or customer service roles (insurance or claims experience preferred)
Experience managing escalations, issue tracking, or customer/client inquiries
Strong organizational and multitasking abilities in a high-volume environment
Proficiency with Microsoft Office Excel and SharePoint
Experience with reporting tools such as Power BI or similar platforms is a plus
Bachelor’s degree preferred, or equivalent work experience

Key Skills and Attributes

Strong communication skills with the ability to interact effectively with internal teams and external partners
Detail-oriented with a focus on accuracy and quality
Analytical mindset with the ability to identify trends and recommend improvements
Proactive problem-solver with strong decision-making ability
Highly organized and able to manage multiple priorities simultaneously
Self-motivated and capable of working independently in a remote environment
Collaborative team player with a strong sense of accountability

Why 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 & Benefits
Hancock Claims Consultants offers a competitive compensation package designed to attract and retain top industry talent, including:

Competitive base salary with bonus opportunity
Medical, Dental, and Vision Insurance with multiple plan options
Company-paid Life Insurance and Long-Term Disability
Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
401(k) Retirement Plan with company match
Paid Time Off (PTO) and company holidays
Professional development and career growth opportunities
Collaborative, performance-driven culture with strong leadership visibility

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Do you have at least 3 years of experience in operations, coordination, or customer service roles?*

Do you have experience working in the insurance, claims, or a related service industry?*

Do you have experience tracking and reporting on operational metrics (e.g., volume, quality, performance)?*

Are you proficient in Microsoft Excel (including basic reporting, sorting/filtering, or data tracking)?*

Do you have experience using reporting or dashboard tools such as Power BI or similar platforms?*

This role requires handling escalations, working with carrier partners, and ensuring operational accuracy. Do you have direct experience in a similar environment?*

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