Unit Manager, Claim Customer Services

Claim$83,300.00 - $137,400.001Under general direction and as a member of a national and local management team, this position is responsible for product quality, productivity, change management and performance for a varied skilled workforce in a multi-location/shift environment. Provide guidance and direction to direct reports in a complex, 24/7, evolving environment through frequent first notice of loss claims and inquiry interactions review. Reinforce Travelers, Claim, Claim Customer Service Vision, Strategies, and Objectives through word and action, engaging staff, coaching/developing staff in both hybrid and remote work arrangements. This job manages staff.
Schedule: Tuesday–Friday, 9 a.m.–6 p.m. CST and Saturday, 12 p.m.–9 p.m. CST.

• Proactive recruitment of talent; work with management establishing and implementing a strategic staffing strategy.
• Effective orientation and on-boarding of new hires in a class-based hiring environment.
• Manage staff performance; implement strategies and plans to address staff development; identify and address training needs on an ongoing basis; provide frequent performance feedback.
• Work with management to develop and implement effective training, performance development and succession planning.
• Effective retention planning: proactively engage staff, manage and respond to turnover.
• Effectively utilize reward system to distinguish top performers and significant achievements.
• Manage change in a constantly evolving 24/7 environment.

• Employ proper claim practices to protect the integrity of our brand and provide consistent service quality and streamlined processes to add value for our customers.
• Ensure the Travelers Mission and Purpose, Claim Laws and Claim Customer Service purpose is followed in every interaction.
• Provide face-to-face and written guidance to ensure effectiveness, engagement, accuracy, and efficiency.
• Conduct quality reviews of work performed establish/follow up on interaction reviews, conducting additional reviews (i.e. 180, 360 day reviews), as necessary.
• Implement strategies and initiatives to reinforce the positive interaction behaviors strengthening quality & customer service while managing costs.

• Successfully leverage and capture data, management information and technology to identify and make the most of opportunities to support business strategies and improve results.

• Focus on resolution and process improvement, fulfilling all obligations while maximizing cost effectiveness, helping the business understand drivers, trends and product stress points and helping our partners attract and retain business.
• Operate within agreed upon expense budget to achieve optimal business results through productivity, appropriate resource allocation, inventory management and loss adjustment expense.

• Develop and maintain effective relationships with colleagues, business partners, customers, agents, regulatory agencies and others to achieve organizational goals and create better outcomes.
• Participate in business meetings as required.
• Perform other duties as assigned.

• Bachelor's degree preferred.
• Experience in support or customer service functions preferred.
• Claim management, Contact Center Management or similar leadership experience preferred.

• High School Diploma or GED required.
• 3 years of Claim and/or customer service-related experience

• Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
• Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
• Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
• Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you’re eligible for five free counseling sessions with a licensed therapist.
• Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.