Senior Claims Manager

Job Description

At WSFS Bank, we empower our Associates to grow their careers, guide our customers to secure their financial futures, and actively support our Communities so they can fully thrive. Careers with WSFS Bank offer an inclusive and supportive culture, competitive salaries, advancement opportunities, and more. We are the region's locally headquartered bank and wealth management company. We are honored to consistently be named a Top Workplace by our Associates, who make a difference every day for the people, businesses, and Communities we serve. We Stand For Service® is more than part of our name, it’s our mission and our purpose.

A division of WSFS Bank, Cash Connect is proud to be a leading national provider of ATM Cash Management and Deposit Safe Services. Cash Connect’s continual commitment to innovation has helped our clients remain at the forefront of change. Cash Connect continues to reinvent service vendor management, ATM Cash Forecasting, and Vault Cash resale.

The Senior Claims Manager will support our Cash Connect division. The Senior Claims Manager will report to the Manger of Cash Logistics and Quality Control. The incumbent will be entrusted to provide a consultative approach to servicing clients and managing the Claims operation, with a focus on efficient claims protection for Cash Connect. The incumbent will direct/manage all claims protection and recovery activities for Cash Connect’s over 30,000 ATMs and Deposit Safes, with over $333MM in outstanding vault cash, located in all 50 states, Puerto Rico and the US Virgin Islands. The incumbent will manage relationships with over 100 armored carrier offices and their headquarters staff, including executive level management, to ensure prompt claims resolutions. They will troubleshoot problems with confidence, work diligently to provide detailed analytical reports, lead a small team, and streamline the claims process to drive efficiency for our claims department and mitigate loss.

Job Responsibilities:

• Manage and have oversight of Cash Connect’s Claims department consisting of Claim Managers and two claims analysts.
• Provide claims resolutions for all claims within the organization through the analysis, investigation, and evaluation of all claim types.
• Develop problem frameworks, hypotheses, test and analysis, solution development, scope operational feasibility, predictive modeling, lead implementation efforts and develop a monitoring plan for a variety of initiatives.
• Provide thorough oversight of the quality of operational performance with an emphasis on compliance, claims and process improvement.
• Liaise with internal stakeholders and large national ATM providers/ISO’s through the settlement/claim handling process; resolving customer issues, answering inquiries, & providing ATM and Deposit Safe expertise.
• Assist in the planning, development, and oversight of quality management processes and system, coordinating with all areas of Cash Connect as well as Cash Logistics carriers to ensure superior performance.
• Develop, collect, and analyze data from a variety of sources in order to report results while managing constraints and coordinating corrective action plans and procedures to achieve continuous flow across all departments within the division.
• Identify, recommend and administer policies and procedures to ensure overall efficiency and productivity within parameters of Cash Connect guidelines.
• Own the end-to-end Claims service tasks.
• Prepare and present verbal, written, and other operational, analytical and statistical reports to all levels of management.
• Provide process expertise to company employees, carriers, customers, and regulatory agencies to ensure compliance with Bank, client, and regulatory requirements.
• Support process audit activities including but not limited to conducting periodic assessments to measure and ensure adherence of processes and procedures by internal personnel and carriers.
• Collaborate with senior management of external client base on claims mitigation. 
• Develop quality controls and KPI’s through strategic evaluations and reporting data.
• Work collaboratively with the Information Technology team to ensure the effectiveness of proprietary software, including process/system design and testing of enhancements, code testing, issues/problems, and decision approval for operational readiness.
• Implement new systems, as it applies to redesigned business processes, training and change management Identify, and administer policies and procedures to ensure overall efficiency and productivity within parameters of Cash Connect guidelines.
• Maintain databases to ensure accurate data storage and mining capabilities as necessary.

Minimum Qualifications:

• Bachelor’s degree or equivalent experience.
• Must have a minimum 8 years’ extensive experience in Cash Logistics and Financial Services in a management, audit or claims capacity.
• Must have strong ability to think strategically and solve problems with superior decision making skills.
• Excellent analytical/strategic and logistic background is required.
• Must possess the ability to plan and implement changes in time driven environments. 
• Must possess the ability to adjust and manage priorities quickly with strong multi-tasking techniques. 
• Must be a strong leader with a performance improvement mindset and mentoring skills.
• Must be willing to do hands-on detail work, as well as supervise and coordinate work with others.
• Intermediate Microsoft Excel experience with VLookups, Pivot Tables and other Formulas.
• Experience with Microsoft Access and query development a plus.
• Must have the ability. to collaborate with integrity and a high level of professionalism with all levels of personnel
• Must have excellent verbal, written, presentation and interpersonal communication skills with an emphasis with senior management level audience.
• Must have excellent listening, presentation, oral and written communication skills.
• Must have the ability to travel when needed. 
• Must have the ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment.

WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at

WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.