Claims Customer Experience Team Lead
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Job Description
Claims Customer Experience Team Lead at Reserv focused on mentoring and process improvement in customer service operations. Collaborating with claims adjusters and leadership to enhance the claims process.
Responsibilities:
- Provide guidance and information to Team members regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims
- Consistently strive to be dependable in achieving or exceeding goals, and overcoming obstacles while focusing on best practices for claims handling, including claim intake.
- Align team with client and customer expectations of the claims process
- Attract, hire, retain, and provide a high level of new-hire training and coaching of existing team members with the support of the rest of the leadership team
- Provide direct reports with accurate mentorship and support by maintaining a thorough understanding of insurance claims processes, regulatory requirements, and industry standards.
- Collaborate cross-functionally with other teams, including Claim Operations, Product Operations, and Engineering, to streamline processes
- Stay updated on industry trends, emerging technologies, and regulatory changes impacting the insurance claims landscape
- Ensure compliance with relevant guidelines and protocols
- Foster a positive and inclusive work environment that promotes teamwork, innovation, and a customer-centric culture.
Requirements:
- 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 communication skills, both verbal and written, 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 – we want our employees fresh, healthy, happy, and energized!
- 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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