Claims Customer Experience Team Lead
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Job Description
Claims Customer Experience Team Lead mentoring claims teams and streamlining customer support. Reserv uses AI and automation to improve insurance claims operations.
Responsibilities:
- Provide guidance and information to team members regarding the claims process, taking additional steps necessary for prompt and accurate claim resolution
- Strive to achieve or exceed goals while focusing on claims-handling best practices, including claim intake
- Align the team with client and customer expectations of the claims process
- Attract, hire, retain, and provide new-hire training and coaching for existing team members
- Mentor and support direct reports while maintaining knowledge of insurance claims processes, regulatory requirements, and industry standards
- Collaborate cross-functionally with Claim Operations, Product Operations, and Engineering to streamline processes
- Monitor industry trends, emerging technologies, and regulatory changes affecting insurance claims
- Ensure compliance with relevant guidelines and protocols
- Foster a positive, inclusive, collaborative, innovative, and customer-centric work environment
Requirements:
- Candidates must reside in an eligible U.S. state throughout employment
- Unable to hire candidates residing in California, Alaska, Hawaii, U.S. territories, or outside the United States
- In-depth knowledge of insurance claims processes, terminology, and best practices
- Bachelor's degree or equivalent experience in insurance or contact center
- Strong leadership skills with the ability to motivate, inspire, and develop a diverse team
- Excellent verbal and written communication skills, with the ability to explain complex concepts clearly and empathetically
- Demonstrated problem-solving and critical-thinking abilities, with a focus on delivering exceptional customer service
- Strong analytical skills to monitor and interpret performance metrics, identify trends, and drive data-driven decision-making
- Empathy, patience, and resilience to handle challenging customer interactions and navigate complex claim scenarios
- Excellent organizational and time management skills to effectively prioritize tasks, meet deadlines, and drive results
Benefits:
- Generous health-insurance package with nationwide coverage, vision, & dental
- 401(k) retirement plan with employer matching
- Competitive PTO policy
- Generous family leave policy after 8 months of continuous work
- Work from anywhere to facilitate your work life balance
- Apple laptop, large second monitor, and other quality-of-life equipment you may want
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