Claims Team Leader - National General

Job Description

The Claims Team Leader is responsible for providing our Agents exceptional claims and inquiry service through chat while managing and motivating ten to fifteen adjuster staff or vendors to achieve inspired levels of performance and expert execution of required claim processes. This individual supports the implementation of operational initiatives that enable the achievement of Claim, Discipline, Claims Service Area (CSA) and Company business objectives. This individual develops strategies to achieve employee performance levels and the expert execution of claim processes. The individual monitors staffing levels and workloads provides coaching and mentoring and participates in performance reviews. The individual manages customer conflicts and assists with establishing unit goals and objectives. The individual delivers compassionate service that is fast, fair, and easy, to ensure customer retention.

The Team Leader role will be overseeing a team of auto liability adjusters in the West Coast. If candidates are not located in the Pacific time zone, you must be able to work a Pacific time zone schedule (8am to 5pm Pacific time).
Key Responsibilities
Frequently participates in special projects as a subject matter expert

Manages and oversees performance of vendors

Oversees response to highly complex arbitrations contentions

Oversees the negotiation of highly complex claim settlements

Oversees the resolution of highly complex customer conflicts or issues

Analyzes unit reports and supports the achievement of business unit objectives

Defines, analyzes, and tracks department, section, and/or unit measures

Reviews employee work quality and interactions with customers through conducting ride-alongs or sit-alongs and file reviews