Claims Customer Service Manager

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

📋 Description

• Lead and oversee the Claims Customer Service team, providing day-to-day guidance and support.

• Set clear expectations regarding service quality, productivity, professionalism, and accountability.

• Create and implement onboarding, training, coaching, performance evaluations, quality assessments, and development sessions.

• Assist with recruitment, workforce planning, scheduling, and ensuring service availability.

• Supervise customer interactions through telephone, email, live chat, and other digital platforms.

• Guarantee accurate, timely, and consistent responses to policyholders, claimants, brokers, and insurance partners.

• Monitor service levels, response times, call handling, case resolution, and overall customer satisfaction.

• Address escalated inquiries, complex claims questions, and service-related complaints.

• Collaborate with Claims Adjusters, Medical Assistance, Operations, and other departments to resolve customer issues effectively.

• Identify complaints, service failures, bottlenecks, and knowledge gaps, and implement necessary corrective actions.

• Oversee customer service technology, workflows, automation, routing, case management, and operational efficiency.

• Partner with IT, Product, and Engineering teams to troubleshoot issues and enhance technology solutions.

• Assist in the development and implementation of AI-assisted tools.

• Maintain accurate customer records, interaction histories, and claims information.

• Create standard operating procedures, training materials, and knowledge resources.

• Establish and uphold quality assurance programs for calls, emails, and chat interactions.

• Track KPIs and provide reporting and recommendations to senior management.

• Implement measurable performance improvement plans and uphold consistent standards across teams, shifts, and locations.

⛳️ Requirements

• Over 5 years of experience in insurance customer service, claims operations, or a similar financial services field.

• More than 3 years of management experience, preferably leading customer service or claims support teams.

• In-depth understanding of insurance claims processes, policy benefits, documentation requirements, and customer communications.

• Experience in travel insurance, medical assistance, or insurance claims administration is highly preferred.

• Proven experience managing multichannel customer service operations, including phone, email, and live chat.

• Strong technical skills with CRM, contact center, ticketing, and claims management systems.

• Ability to analyze operational data, recognize trends, and convert findings into tangible improvements.

• Experience in creating training programs, coaching staff, and managing team performance.

• Exceptional written and verbal communication abilities, capable of explaining complex insurance issues clearly.

• Skilled in handling escalations, difficult conversations, and sensitive customer situations.

• Strong organizational capabilities and meticulous attention to detail.

• Ability to manage competing priorities effectively.

• Sound judgment and the ability to make independent decisions.

• Practical problem-solving skills.

• Comfortable managing geographically dispersed teams in a fast-paced, technology-driven environment.

🏝️ Benefits

• Remote position offering flexibility.

• Opportunity to shape Claims Customer Service operations.

• Chance to introduce improved technology and foster employee development.

• Ability to directly impact the customer experience for travelers around the globe.

• Global team atmosphere.

• Professional development through onboarding, training, coaching, and individual growth sessions.