Claims Team Lead – Texas Team

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

📋 Description

• Offer daily leadership and support to Team Members

• Promote skill development through knowledge sharing, cross-training, and job rotation

• Guide team members in their professional growth

• Deliver daily direction while adapting communication styles to suit employee training needs

• Organize team-building activities and lead team meetings in the absence of the manager

• Gather information to improve cross-functional processes

• Provide input for trainee performance evaluations and support the interviewing process

• Manage staffing levels, coordinate team efforts, assign responsibilities, establish priorities, and oversee activities

• Supervise daily team operations to ensure service quality is upheld

• Recognize and enact enhancements to processes, procedures, forms, workflows, and programs

• Collaborate with various teams and departments to revise processes and procedures

• Prepare, analyze, and interpret reports to draw meaningful conclusions

• Monitor queue statuses and Key Performance Indicators

• Maintain staffing models and maintain communication with the direct manager

• Develop and organize training, onboard new hires, and provide continuous coaching

• Create and manage training materials and documentation for product variations and unique scenarios

• Design and conduct training sessions and workshops

• Identify coaching and training opportunities through quality assurance and internal audits

• Deliver exceptional customer service and address escalated cases

• Perform customer service tasks to meet service goals

• Inform supervisors of issues, training needs, and trends

• Approve minor exceptions such as overnighting or expediting

• Complete assigned projects and tasks by their respective deadlines

⛳️ Requirements

• High School diploma or GED

• A minimum of three years of relevant experience

• Strong self-motivation with the capability to work independently, exercise sound judgment, and creatively address challenges

• Solution-oriented mindset with robust critical thinking abilities

• Exceptional verbal and written communication skills

• Advanced skills in customer service

• Strong interpersonal abilities and proficiency in facilitating and leading training sessions

• Collaborative and inclusive approach to teamwork

• In-depth knowledge of products managed by NGL

• Quick learner with the capacity to handle unfamiliar issues

• Excellent organizational skills and meticulous attention to detail

• Ability to juggle multiple assignments and projects with minimal oversight

• Consistent judgment and discretion in relation to management policies and business operations

• Intermediate proficiency in policy administration systems and computer software applications

🏝️ Benefits

• 20 days of Paid Time Off increasing to 25 days after 5 years

• 11 Paid Holidays (10 company holidays plus 1 personal holiday of your choice)

• Health, dental, and vision insurance plans

• Up to $1,500 (Family) or $1,000 (Single) annually contributed to a Health Savings Account

• Annual bonus based on company performance

• Paid Parental Leave

• 401(k) match of up to 9%

• Paid Sabbatical after 8 years

• Paid Volunteer Time

• Education Assistance Program

• Employee Recognition Program

• Employee Resource Groups

• Opportunities for professional and personal development

• Comprehensive Total Rewards package

• Competitive base salary