Claims Customer Experience Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Offer guidance and information to team members regarding the claims process, ensuring prompt and accurate resolution through necessary steps.

• Aim to meet or surpass goals while adhering to best practices in claims handling, including claim intake procedures.

• Ensure alignment between the team and client/customer expectations concerning the claims process.

• Attract, recruit, retain, and provide training and coaching for new hires and existing team members.

• Mentor and support direct reports while staying informed about insurance claims processes, regulatory requirements, and industry standards.

• Collaborate across departments with Claim Operations, Product Operations, and Engineering to enhance process efficiency.

• Stay informed on industry trends, emerging technologies, and regulatory developments impacting insurance claims.

• Ensure adherence to relevant guidelines and protocols.

• Cultivate a positive, inclusive, collaborative, innovative, and customer-focused work environment.

⛳️ Requirements

• Candidates must be residents of an eligible U.S. state for the duration of their employment.

• Candidates residing in California, Alaska, Hawaii, U.S. territories, or outside the United States cannot be hired.

• Extensive knowledge of insurance claims processes, terminology, and best practices is essential.

• A Bachelor’s degree or equivalent experience in insurance or a contact center is required.

• Strong leadership abilities to motivate, inspire, and develop a diverse team are necessary.

• Exceptional verbal and written communication skills to convey complex concepts clearly and empathetically.

• Proven problem-solving and critical-thinking skills with a focus on delivering outstanding customer service.

• Strong analytical capabilities to monitor and interpret performance metrics, identify trends, and support data-driven decision-making.

• Empathy, patience, and resilience to manage challenging customer interactions and navigate complex claim situations.

• Excellent organizational and time management skills to prioritize tasks effectively, meet deadlines, and achieve results.

🏝️ Benefits

• Comprehensive health insurance package with nationwide coverage, including vision and dental.

• 401(k) retirement plan with employer matching contributions.

• Competitive paid time off (PTO) policy.

• Generous family leave policy after 8 months of continuous employment.

• Flexible work-from-anywhere option to enhance work-life balance.

• Apple laptop, large secondary monitor, and other quality-of-life equipment as desired.