Claims Customer Service Manager
New
J
JobgetherTravel insurance
Based in the United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- At least 5 years of experience in insurance customer service, claims operations, or a related financial services environment. At least 3 years of people management experience.
- Required Skills
- People ManagementQuality AssuranceCRM
Requirements
- At least 5 years of experience in insurance customer service, claims operations, or a related financial services environment.
- At least 3 years of people management experience, ideally leading customer service or claims support teams.
- Strong understanding of insurance claims processes, policy benefits, documentation requirements, and customer communications.
- Experience in travel insurance, medical assistance, or insurance claims administration is strongly preferred.
- Experience managing multichannel customer service operations, including telephone, email, and live chat.
- Technical proficiency with CRM, contact center, ticketing, and claims management platforms.
- Ability to interpret operational data, identify trends, and translate insights into measurable performance improvements.
- Experience designing training programs, coaching employees, conducting performance reviews, and developing team capabilities.
- Ability to explain complex insurance matters clearly and professionally and handle escalations, complaints, and sensitive customer situations.
- Strong organizational skills, attention to detail, and ability to manage competing priorities in a fast-paced environment.
- Independent decision-making, practical problem-solving skills, and a proactive approach to operational issues.
- Comfort leading geographically distributed teams and willingness to step into customer interactions when needed.
Responsibilities
- Lead and develop the Claims Customer Service team, setting expectations for service quality, productivity, professionalism, and accountability.
- Oversee recruitment, onboarding, workforce planning, scheduling, training, coaching, performance reviews, and development plans.
- Manage customer interactions across telephone, email, live chat, and other digital channels, including escalations, complex claims inquiries, and complaints.
- Coordinate with claims adjusters, medical assistance, operations, and other departments to resolve customer issues and ensure case ownership and follow-up.
- Oversee customer service tools and optimize workflows, automation, and case routing in collaboration with IT, Product, and Engineering teams.
- Contribute to developing and implementing AI-assisted tools for customer communications, quality assurance, and operational performance.
- Establish quality assurance processes and monitor response times, service levels, first-contact resolution, quality scores, productivity, and customer satisfaction.
- Report performance insights, identify complaints and operational bottlenecks, and implement measurable improvement plans.
- Maintain accurate customer and claims records and develop standard operating procedures, training materials, and knowledge resources.
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