A Claims Team Manager coaches and develops a team of 5-8 claims representatives/specialists responsible for the management, investigation, and resolution of claims, ensuring a high quality work product, while continuously developing talent by assisting with the selection of top talent. The Team Manager promotes a culture of claims customer service excellence where all are committed to providing a differentiated customer experience.
Leads and develops a team of representatives/specialists ensuring the quality, accuracy, and timely resolution of claims that may include high exposure/complex cases.
Continuously develops talent by creating opportunities for direct reports to grow and strengthen new skills.
Promotes claims customer service excellence by building empathy and passion for the customer experience that meets or exceeds customer expectations.
Proactively assists in selecting top talent, delivering continuous coaching, and rewarding and recognizing employees to reinforce behavior that ensure service excellence.
Monitors the work of team members to ensure reserves are adequately set and customer expectations are surpassed.
Analyzes any problematic trends and takes steps to avoid recurrence, appropriately escalating issues if needed.
Promotes a culture committed to identifying process efficiencies to continuously improve how work is completed.
Resolves customer complaints, problems and coverage questions which cannot be handled by team members.
Collaborates effectively with internal and external stakeholders including existing policyholders, the business community and governmental agencies, to ensure compliance with regulatory and company standards.
Promotes and advocates business unit goals and objectives, ensuring alignment with broader claims functional goals.
Supervisory, organizational and interpersonal skills.
Comprehensive knowledge of legal liability, general insurance policy coverage and the State`s Tort Laws.
Licensing required in some states.
5-7 years directly related work experience, Bachelor`s degree preferred.
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