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Form of work
SalaryPosition Summary:
This position works closely with the Claims Customer Care Manager and the Claims Business Processing Vendors; leading constant improvement of the customer experience by evaluating, documenting, and recommending process improvements. This position may be required to travel on occasion.
Essential Functions:
- Develop and document processes for outsourced resources.
- Create and maintain department procedures and training materials
- Listen and formally audit calls & transactions and elevate as appropriate
- Provide quality audit feedback and issue resolution
- Facilitates biweekly meetings with vendor management (create agenda/track follow-up items)
- Facilitates training sessions with vendors as needed
- Identify system issues and initiate corrective action
- Make recommendations to enhance claims systems to improve functionality to improve the customer experience and assist in system testing/implementation.
- Assist with implementation to support our Claims Call Customer Care Department processes & operations.
- Respond to vendor inquiries/exception requests and make decisions as appropriate
- Identify customer service/processing trends, evaluate process, and implement change
- Assist with management midyear/ end of year/ and monthly reporting
- Catastrophe response support
- Other projects as needed and assigned
Required Education and Experience:
- Minimum of 5 years experience in Customer Service
- Proficiency in MS Office including Word, PowerPoint, and Excel
- Florida Insurance license (6-20 or 2-20)
Preferred Qualifications:
- Call center quality assurance knowledge and experience
- Prior experience in a call center leadership role
- Property & Casualty knowledge and experience, preferably in homeowners’ insurance
- Knowledge of SharePoint and OneDrive collaborative resource systems
Essential Skills:
- Attention to detail and organizational skills
- Time Management
- Problem-solving
- Strong analytical abilities
- Excellent communication skills, both orally and in writing
- Procedural writing skills
- Process management and improvement
- Strong leadership skills and ability to facilitate meetings with call center department heads
Core Competencies:
- Innovation Mindset
- Interpersonal Savvy
- Functional/Technical skills
- Proactive and “can do” mindset
