Client Experience Center Claims Supervisor
Job Locations US-FL-Tampa
Overview
Summary: Supervise the following operational functions and aligning their activities to ensure achievement of key organizational objectives: Claims Customer Experience staff
Responsibilities
Essential Duties/Responsibilities:
• In collaboration with the Director, Client Experience establishes goals, processes, and logistics and develops and implements a tactical plan to support goal attainment. Will be responsible for reporting and ensuring the team achieves objectives.
• Provide day-to-day administrative and technical supervision of the Claims Customer Experience unit, whose primary task is to deliver outstanding service to customers with claims over the phone and through written and electronic correspondence.
• Reviews daily, weekly, monthly, and quarterly unit performance through reporting and observation of call center and customer activity.
• Supervise daily customer service operations regarding the contact and liaison function of the customer service phone queue within the department.
• Maintains professional service standards and good working relationships with clients and associates.
• Submits periodic consolidated reports with appropriate comments to management.
• Performs other related duties as assigned.
Supervisory Responsibilities:
• Develops and maintains an active Claims Experience unit through the selection, training, review, termination, compensation, and motivation of all employees.
• Develops and maintains a program for sound employee relations between company departments and claims services providers.
• Embodies the customer experience vision to support a culture based on transparency and positive behavior
• Actively seeks feedback and consistently improves individual and team performance
Qualifications
Education and/or Experience:
• Bachelors degree preferred; minimum of five (5+) years of experience in a Property & Casualty services operation with a minimum of two (2+) years of experience in Claims.
• Without a Bachelors degree, a minimum of seven (7+) years of experience in a Property & Casualty services operation with a minimum of two (2+) years of experience in Claims.
Required Skills:
• Written and Oral Communication Skills
• Computer Literacy
• Customer Service
• Diplomacy
• Math Aptitude
• Organization
Planning
• Presentation
• Reading Skills
• Time Management
Other Abilities/Skills:
Prior management experience, especially in a Claims environment, highly preferred
Competencies:
To perform the job successfully, an individual should demonstrate the following behaviors:
• Motivation/Initiative: Motivated and curious, willing to ask questions, research issues, and take on challenging projects/assignments; creative, brings new ideas to the table, exhibits self-confidence.  Has strong achievement motivation and tenacity.
• Administrative Skills: Possesses the ability to organize and follow-through on multiple tasks, recognizes and attends to important details with accuracy and efficiency, effectively prioritizes the work of staff members. Works to complete goals, tasks, and plans, while anticipating potential problems and developing solutions.
• Interpersonal Style: (Interpersonal Skills, Communication, Teamwork); develops/ maintains effective working relationships; listens attentively to others; communicates ideas clearly (written & verbal); relates to people in an open/ sincere manner; participates effectively in meetings; assists in finding solutions as well as identifying problems; communicates appropriately with supervisor, managed staff and co-workers. Able to manage other individuals and maintain calm and reliable demeanor in the face of challenges.
• Self-Management: (Adaptability/Flexibility, Stress Tolerance, Autonomy); adapts readily to changes in routine; works effectively in stressful situations; needs limited guidance and direction; is comfortable working in a fast-paced environment; is reliable and dependable; is results-oriented; maintains productivity and composure under pressure; views problems as opportunities to create solutions.
• Thinking Skills: Diagnoses problems efficiently; gathers sufficient input before making decisions or plans; makes timely decisions, quickly determines sources of issues, identifies information needed to solve the issues and analyzes alternative solutions, communicates issues and decisions effectively to the team.
• Customer Orientation: Sensitive & responsive to internal and external customer needs; demonstrates skills in customer services, experience, and satisfaction; maintains a positive attitude, willing to listen to customer problems, and seeks solutions; stays in tune with changing needs of customers.
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