James Musser, Cpcu, Clu
About James Musser, Cpcu, Clu
James Musser is a Manager of Customer Experience Operations at Spire, specializing in first-party property claims management. He has extensive experience in the insurance industry, having worked at State Farm for over 14 years in various roles, and holds degrees and designations in English Literature and insurance.
Work at Spire
James Musser has been employed at Spire since 2019, where he currently holds the position of Manager, Customer Experience Operations. In this role, he specializes in managing first-party property claims to resolution while ensuring compliance with all requirements. He also serves as Manager of Brand Experience Implementation, contributing to the development and execution of customer experience strategies. His responsibilities include collaborating with training leadership to create quality scorecards and calibration programs, ensuring consistency and adherence to brand standards.
Previous Experience at State Farm
Prior to joining Spire, James Musser worked at State Farm for 20 years, from 1999 to 2019. He held various positions, including Fire Claim Representative, Fire Claim Team Manager, Claim Training Team Manager, and Deployable Claim Team Manager. His roles involved managing fire claims, leading training initiatives, and overseeing claims operations in multiple locations, including Baltimore, Birmingham, and Charlottesville. His extensive experience in the insurance industry has equipped him with a deep understanding of claims management and customer service.
Education and Expertise
James Musser earned his Bachelor's degree in English Literature (British and Commonwealth) from Denison University, where he studied from 1990 to 1994. He furthered his education at The American College of Financial Services, obtaining the Chartered Life Underwriter designation from 2003 to 2007. Additionally, he achieved the Chartered Property Casualty Underwriter designation from The American Institute for Chartered Casualty Underwriters between 2012 and 2016. His educational background supports his expertise in organizational development and team-building.
Achievements in Customer Experience
James Musser is recognized for his proven track record in leading the implementation of customer experience vision at a Fortune 50 insurance industry leader. He is acknowledged as a change agent with a solid history of continuous process and performance improvement. His leadership in customer experience operations has contributed to enhancing service delivery and operational efficiency within the organizations he has served.