Manager – Claims Customer Service

Manager – Claims Customer Service

Requirements

• Strong interpersonal skills
• Strong organizational skills
• Strong analytical skills
• Strong communication skills
• Demonstrated ability to build and lead a strong motivated team
• Excellent collaboration skills
• Proven ability to influence, negotiate and communicate with internal and external customers through verbal and written formats
• Ability to interpret data and analyze trends on inventory/capacity/service levels
• Demonstrated effective coaching and feedback skills

Responsibilities

• Manage a team consisting of 12-15 associates tasked with providing exceptional phone and transaction-based customer service, cultivating an environment of inclusiveness within the team.
• Oversee the operation of a call center team to include setting performance metrics and team goals as well as ensuring the achievement of those metrics through effective management.
• Communicate effectively with employees to provide coaching and feedback, identify development opportunities pertaining to personal and professional growth, and reinforce positive results.
• Drive individual and team accountability, motivate and manage team to meet and exceed service goals and increase productivity, with the result of delivering quality service efficiently.
• Implement activities that drive employee engagement and support the desired company culture.
• Act as point of contact for the team in handling escalated situations, providing feedback, and identifying process improvements to improve customer experience.
• Drive quality phone service by being involved in call quality (SQM) initiatives.
• Coach for results using daily, weekly and monthly reports from surveys and feedback.
• Collect and analyze data to maximize resource efficiency through scheduling and work allocation, monitoring past trends, applying knowledge of future events and understanding of capacity model data.
• Develop and maintain partnerships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative procedures.
• Promote a sense of teamwork within the team and company.
• Acquire, maintain, and enhance product and technical knowledge to provide World Class Service to all customers he/she interacts with (internal and external).
• Work with leadership to understand business strategy, direction, tactical and strategic requirements and recommend process improvements as appropriate.
• Other duties and/or special projects as assigned.
• Provide recognition and celebrate successes.

Preferred Qualifications

• Bachelor’s Degree or a minimum 4+ years prior leadership experience
• Prior leadership experience in a contact center environment, specifically Claims contact center
• LOMA, AHIP, or other Insurance Industry designation