Claims Supervisor

Position Title : Claims Supervisor Reports To : Claims Executive Director Department : Claims Status: Non-Exempt Position Purpose: The Claims Supervisor is responsible for providing quality and efficient customer service through the daily leadership activities. This includes motivating, recognizing, rewarding, coaching, training and problem solving.

Acts as a liaison between CARS, claimants, vendors, agents and dealerships regarding the status and eligibility for coverage for all relevant claims. Responsible for the claim adjudication process that includes the interpretation of warranty and service contracts, rendering coverage decisions, managing claim resolutions/issues, and ensuring work and payments are completed successfully.

Earn trust in relationships with others by demonstrating integrity, honesty, consistency, and reliability. Build and maintain relationships with new and existing key business partners including agents, dealerships, national accounts, and the sales team to optimize profitability, sales penetration, and customer retention.

Through your day-to-day process of gathering and processing claims, we would expect you to make recommendations to the Claims Leadership team regarding how the claims processes can be improved. Essential Job Functions : The Claims Supervisor must provide guidance, instruction, direction, and leadership to the Claims Department and be able to perform all of the following duties and responsibilities with or without reasonable accommodation.

Team Lead: Provide daily direction and communication to the team. Maintain and distribute workload and daily reports. Review and drive success understanding and coaching towards exceeding KPI’s. Answer general questions and offer support to Claims staff. Ensure the team has appropriate training and resources to perform their job.

Responds to and resolves employee relations issues expressed by team members. Escalate issues to Manager as appropriate. Authorizations: Review all aspects of the claim prior to submitting to Billing department for payment for all claims within your delegated authority. Review all aspects of the claim prior to submitting to Management review for payment for all claims exceeding your authority, including Good Will.

Escalations: Responsible for accepting and effectively resolving first level consumer escalations. Management Support: Attend meetings and/or conference calls in the absence of department manager. Update reports/dashboards in the absence of department manager. Manage projects as needed. Work with 3 rd party representatives, dealerships, consumers, and sales team members to resolve escalated claims and service issues.

Provide input on Claims adjuster performance for reviews. Claims Processing: Review warranties to determine coverage of claim, and approve, authorize payment, or deny accordingly. Order and/or review inspection reports when needed to assist in making claims determination. Make sure all documents are attached to the claim prior to submitting for processing.

Interact with customers, vendors and internal staff via inbound/outbound calls and other avenues as needed. Answer general questions on products and services. Return voicemail and reply to emails within required service levels. Assist customers and vendors with opening a new claim and giving status on existing claims.

Maintain reminders to ensure claims are processed timely and effectively making follow up calls as needed for missing documents. Make determination on transfer/renewal requests, communicate with customers on needed documents, audit documents for the request and make final approval/denial decision. Monitor and assign to self or delegate to others any online claims submission immediately after received to achieve service level objective.

Duties and Responsibilities

Work with various departments to receive and communicate the status of claims. Manage time effectively, complete tasks and projects quickly with little to no guidance, thinking and planning. React with appropriate urgency to situations that require a quick turnaround and take effective action without having to know the total picture.

Possess and exhibit an exemplary level of integrity and discretion in handling confidential information. Maintain a strong focus on continuous process improvement. Work collaboratively in a team environment and build effective working relationships inside and outside of the group. Demonstrate sound judgment and problem-solving skills.

Perform other duties that may reasonably be assigned. Ability to engage in critical thinking to consider multiple options, sources, and possible solutions. Education/Experience: The minimum educational background of an applicant to this position is a High school degree or GED required. College preferred although not required.

Must have at least 4 – 5 years of warranty, claims, call center and customer service experience. In addition, a qualified applicant will have: Strong verbal and written communication skills with the ability to communicate effectively with others at all levels of the organization. Good problem solving and time management skills.

Ability to work in a team environment and engage with peers and management as well as working independently. Strong organizational skills and the ability to multitask while producing quality results. Ability to adapt to changing organizational and operational needs. Must be comfortable working in a fast-paced, high-volume call center.

Detail oriented, can work under the pressure of deadlines and multi-task. Some analytical ability is required to gather and interpret data where activities are routine in nature. Proficient in MS Office, Outlook, databased related applications as well as phone and claims management systems. Work Environment: Most job responsibilities are performed while seated indoors with little exposure to hazards.

Some flex hours may be required (must be able to work nights and weekends on a non-routine basis). Contacts: Interaction will occur with various departments, employees and management and customers in the performance of the job duties as they relate to the Claims Team Lead.