Damage Claims Supervisor

About the role

Responsible for supervising daily claims processing operations and team performance, ensuring efficient handling of damage claims while maintaining high standards of customer service and documentation accuracy. This role is crucial in implementing department procedures and supporting team productivity.

Responsibilities

• Monitor and supervise daily claims processing activities of assigned coordinators as per the defined procedures to ensure timely claims processing within financial parameters.
• Review incoming claims and assign workload based on priority and complexity of the claims and proficiency of the coordinators.
• Ensure timely response to all customer communications and inquiries.
• Monitor database entries and documentation for accuracy and completeness.
• Provide guidance and support to coordinators in complex claim situations.
• Ensure adherence to established procedures and timelines.
• Review and monitor team performance metrics, provide timely inputs and support to the team members for their capability and performance improvement.
• Support training and development of new team members.
• Coordinate with other supervisors to ensure consistent practices.
• Provide regular updates to management on team performance and challenges.

Key Performance Indicators

• Team productivity metrics
• Response time compliance
• Documentation accuracy rates
• Customer satisfaction scores
• Claims resolution rates
• Team performance metrics
• Process compliance rates
• Training effectiveness
• Database accuracy metrics
• Communication effectiveness

Requirements

Education

• High school diploma required.
• Relevant certifications beneficial.

Experience

• 5+ years of experience in claims processing or related field
• 2+ years of supervisory experience
• Strong background in customer service

Exposure

• In-depth knowledge of claims processing procedures
• Understanding of telecom and construction industry practices
• Experience with claims management systems
• Knowledge of customer service principles

Critical Success Factors

• Supervisory skills with ability to motivate remote teams
• Excellence in process compliance and quality control
• Effective communication and problem-solving abilities

Physical Requirements

• Mobility for travel, meetings, and site visits
• Manual dexterity for computer and phone use
• Visual and hearing acuity
• Ability to stand, walk, and sit