Claims Supervisor (Life & Health)

About the role

The Claims Supervisor oversees the daily operations of the life and health claims processing team, ensuring accurate, timely collection of documentation and efficient submission to insurance carriers. This role manages escalations, maintains key performance indicators (KPIs), and fosters team growth through training and development. The Claims Supervisor reports to the Director of Insurance Operations.

Responsibilities

• Drive team productivity to ensure timely processing of life and health claims.
• Oversee the collection of complete documentation from claimants for seamless carrier submission.
• Serve as the primary liaison between carriers, clients, and internal teams to resolve escalated issues.
• Manage phone coverage and monitor contact center KPIs, including service levels and abandonment rates.
• Lead new hire onboarding and facilitate continuous professional development for the existing team.

Requirements

• Minimum 2–3 years of experience directly managing, mentoring, and developing a team in a professional setting.
• Proven experience working in a high-volume contact center, with a strong understanding of phone systems and real-time queue management.
• Demonstrated success meeting and exceeding call center KPIs, specifically Service Level Agreements (SLAs), abandonment rates, and average handle time (AHT).
• Background in insurance claims processing, case management, or affinity program administration (preferred).
• Experience handling complex customer grievances, sensitive client concerns, and carrier disputes.
• Track record of delivering new hire training, conducting quality assurance evaluations, and providing constructive performance feedback.
• Ability to read and interpret documents such as detailed correspondence, procedure manuals, insurance policies, or contracts.
• Strong communication skills, including the ability to speak effectively before customers and/or employees.

About the company

One80 Intermediaries is part of Arrowhead Intermediaries, a global insurance distribution platform offering deep specialization, scale, and innovation across wholesale brokerage, program administration, and specialty insurance. With over 7,000 professionals worldwide and a collective portfolio exceeding $18 billion in premium placed in 2024, the combined organization delivers a diverse trading platform for insurance carriers, as well as expanded access and niche solutions for brokers and customers navigating complex and hard-to-place risks. The platform combines an entrepreneurial culture with operational excellence to deliver tailored solutions and long-term value across the insurance ecosystem.

Pay

$51,800 - $58,000 annual.