Total Loss Lead Adjuster

About the role

The Team Lead serves as a subject matter expert and operational resource for the Total Loss Settlement team. This role provides daily support to team members, assists with workload management, and partners closely with supervisors to ensure consistent customer service, quality, and compliance. While this position does not have direct supervisory responsibilities, the Team Lead plays a critical role in supporting the team's success while serving as a liaison between Total Loss Adjusters and leadership.

Responsibilities

• Assist team members with claim handling, negotiations, valuation questions, title requirements, and settlement issues in the team chat.
• Coordinate and prepare responses for Department of Insurance (DOI) complaints and inquiries.
• Gather claim documentation, research claim handling activities, and collaborate with supervisors and management to ensure accurate and timely responses.
• Ensure all regulatory response deadlines are met.
• Identify trends from DOI complaints and recommend process improvements to reduce future occurrences.
• Provide coverage for team members during planned and unplanned absences.
• Return customer phone calls and respond to emails for employees who are on PTO or otherwise unavailable.
• Complete time-sensitive pending tasks to ensure uninterrupted customer service.
• Assist with claim follow-up activities to minimize delays and maintain service expectations.
• Participate in process improvement initiatives and recommend workflow enhancements.
• Mentor new team members during onboarding.
• Assist in developing job aids, training materials, and process documentation.
• Support cross-training initiatives to improve department flexibility.

Requirements

• Advanced knowledge of Total Loss claim handling and settlement processes.
• Strong understanding of state regulations, title requirements, and total loss procedures.
• Excellent written and verbal communication skills.
• Strong analytical, organizational, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proven ability to mentor and support peers without direct supervisory authority.
• Strong customer service and conflict resolution skills.
• Proficiency with company claim systems and Microsoft Office applications.
• Clear understanding of insurance industry practices, standards, and terminology.
• Prior experience in writing automobile estimates and performing total loss evaluations.
• Must be able to pass a background check.
• Disciplined approach to all job-related activities.
• Solid foundation of personal organization, sound decision-making, and analytical skills.
• Strong interpersonal and customer service skills.
• Ability to work in a fast-paced environment while managing multiple priorities simultaneously.
• Ability to achieve targeted performance goals.
• Desire to move into a supervisory role.

Inter-relationships

• Ability to develop excellent working relationships with staff, clients, partners, and outside agencies.
• Ability to communicate effectively and in a friendly manner, fostering a spirit of goodwill and professionalism.
• Ability to be a team player and work cohesively with other company partners and staff to achieve company goals.
• Able to represent the company in a professional manner and contribute to the corporate image.
• Able to consistently provide excellent client service.

Working Conditions

This is a non-exempt position that complies with an alternative work schedule when applicable. This position may require mandatory overtime as deemed appropriate by management. The office is that of a highly technical company supporting a paperless environment. Travel may be required. This work environment is fast-paced, and accuracy is essential to successful task completion. Requires extended periods of computer use and sitting.