Claims Supervisor

About the role

This role supervises the staff and activities involved in the accurate processing of mortgage claims, including resolving complex claims, training employees, and overseeing the department in management's absence.

Responsibilities

• Supervises the staff and activities involved in all aspects of processing CPI claims to ensure the highest degree of quality, customer satisfaction, and compliance with company policies and procedures.
• Maintains work schedules; interviews for open positions; coaches, counsels, and disciplines; and resolves personnel-related issues.
• Resolves and provides assistance with complex calls, status questions, problems, or client complaints to ensure customer satisfaction.
• Negotiates the settlement of claims and settles loss claims.
• Trains new employees and keeps staff members informed of new procedures, ensuring that the claims procedure manual is current and up-to-date.
• Monitors, submits, and coordinates scheduling change requests with Workforce Management to ensure attendance and adherence standards.
• Oversees all aspects and functions of Claim’s processing in the absence of the department manager.
• Provides coaching and feedback as necessary in support of performance goals and objectives.
• Performs assignment coordination of all work queues and roles related to ensuring the timely working of the claims inventory.

Requirements

• Some college course work in business, marketing, related field, or equivalent experience.
• Possess a Texas P&C Adjuster’s License.
• Minimum of three to four (3-4) years high-level call center, telemarketing, customer service, quality auditing, or related experience, which includes one (1) year in a team lead, instructional, or training capacity, preferably in an insurance or banking environment.
• Property insurance claims adjusting experience, catastrophe, and/or field experience preferred.
• Working knowledge of mortgage insurance coverage and procedures.
• Excellent negotiation, analytical, and organizational skills.
• Excellent communication (both written and oral), customer service, and telephone etiquette skills.
• Working knowledge of personal computers to include MS Word, Excel, Internet, and AS400.
• Self-starter, able to work independently and exercise sound judgment.
• Able to sit for long periods of time while executing computer applications and responding to customer phone inquiries.
• May be required to lift 10-20 lbs. of training materials or other documents.
• May be required to stand for long periods of time while conducting training and/or observation sessions.

Qualifications

• Competitive overall compensation package.
• Work/Life balance.
• Employee engagement activities and recognition awards.
• Years of Service awards.
• Career enhancement and growth opportunities.
• Emerging Professionals and Mentor Program.
• Continuing education and career certifications.
• Variety of healthcare coverage options.
• Traditional and Roth 401(k) retirement plans.
• Lucrative Wellness Program.

Benefits

• Substance-Free Workplace policy requiring pre-employment drug testing.
• No hiring of tobacco users as allowed by law.

Pay

Competitive overall compensation package.

Schedule

Flexible schedule to accommodate the needs of the position and the employee.