Claims Customer Service Manager
New
B
battlefaceTravel insurance
Source API remote eligibility restrictions: United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years of experience in insurance customer service, claims operations, or a related financial services environment; 3+ years of people management experience.
- Required Skills
- People ManagementQuality AssuranceCRM
Requirements
- Have 5+ years of experience in insurance customer service, claims operations, or a related financial services environment.
- Have 3+ years of people management experience, ideally leading customer service or claims support teams.
- Understand insurance claims processes, policy benefits, documentation requirements, and customer communications.
- Bring experience in travel insurance, medical assistance, or insurance claims administration; this experience is strongly preferred.
- Have experience managing multichannel customer service operations, including telephone, email, and live chat.
- Have technical proficiency managing CRM, contact center, ticketing, and claims management platforms.
- Be able to interpret operational data, identify trends, and translate findings into measurable improvements.
- Have experience developing training programs, coaching employees, and managing team performance.
- Be able to explain complex insurance matters clearly in written and verbal communications.
- Be confident handling escalations, difficult conversations, and sensitive customer situations.
- Bring strong organizational skills, attention to detail, and the ability to manage competing priorities.
- Use sound judgment and independent decision-making to solve problems.
- Be comfortable managing geographically distributed teams in a fast-paced, technology-driven environment.
Responsibilities
- Lead and manage the Claims Customer Service team, providing day-to-day oversight, direction, and support.
- Set expectations for service quality, productivity, professionalism, and accountability; develop onboarding, training, and coaching programs.
- Oversee customer interactions across telephone, email, live chat, and other digital communication channels.
- Monitor service levels, response times, call handling, case resolution, and customer satisfaction.
- Manage escalated inquiries, complex claims-related questions, and service complaints.
- Coordinate with Claims Adjusters, Medical Assistance, Operations, and other departments to resolve customer issues.
- Manage customer service technology and workflows, and work with IT, Product, and Engineering teams on troubleshooting and improvements.
- Establish quality assurance processes, review customer communications, and report performance findings and recommendations to senior management.
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