Claims Supervisor

Company: Assurant
Location: Pompano Beach
Posted on: July 16, 2021

Job Description:

The Claims Supervisor is designed to assist the Call Center Director in managing a team of 100+ Customer Service Representatives. As a supervisor for Assurant, your goal will be to create and foster a positive and productive work environment while ensuring our callers receive world-class customer service. You will use keen judgment when mentoring and coaching your agents and you'll give feedback in a way that will encourage them to become all they can be with Assurant and beyond! 

This includes managing individual and team performance expectations and goals, providing individual coaching feedback sessions and maintaining singular focus on ensuring and improving agent call quality and accuracy in claims adjudication while improving the customer experience.

Responsibilities:

• Provide daily direction and communication to team of up to 20 agents so that customer service calls are answered in a timely, efficient, and knowledgeable manner

• Provide continual evaluation of processes and procedures, which includes reviewing agent calls and providing evaluations for improvement/development

• Provide guidance on ensuring correct decisioning is determined during claim adjudication

• Provide ongoing coaching to any area needing improvement with agents

• Provide feedback to agents on audit corrections / updates needed

• Train new agents and re-train tenured agents on new processes to improve the customer experience

• Monitoring real time service levels and schedule adherence.

• Monitor agent call metrics and develop corrective action plan when necessary

• Provide regularly scheduled one-on-one coaching with Contact Center Representatives Address escalated customers’ questions and concerns

• Ensure information flow of updates and changes to agents Implement plans for developing and motivating agents

• Establish creative ways to increase team performance

• Ensure efficient use of staff during peaks and down time

• Other duties as assigned

Basic Qualifications: 

• High school diploma or GED

• 2 years of relevant experience within a contact center OR call center environment

• 2 years in a customer service leadership role

 Other Qualifications:    

• Excellent interpersonal communication skills to encourage, coach, support, and provide necessary feedback to agents

• Handle multiple tasks simultaneously with frequent interruptions, working under deadlines, creative thinking, making decisions based on incomplete information

• Proficient computer skills are required as well as a willingness and aptitude for mastering new software

• The Claims Supervisor role necessitates tremendous attention to detail and demonstration of initiative and creativity

• Ability to solve problems effectively and efficiently

• Proficient in MS Word, Excel and other MS Office Applications

Preferred Qualifications:

• Bachelor's Degree 

• 4 years of leadership experience within a call center/contact center environment

Hours will be 10 PM - 7 AM ET any day of the week.

Work remotely temporarily due to covid-19

Keywords: Assurant, Pompano Beach , Claims Supervisor, Other , Pompano Beach, Florida