Team Leader
5 months ago
Job Responsibilities
Key Responsibilities
Customer Service
• Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met
• Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns, conflicts, or issues
• Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans. Audit calls and provide feedback to the claim handler on the production floor
• Conduct interviews to identify trainable candidates
• Responsible for achieving business goals by providing efficient, effective, and accurate service
• Manages a team of 15-20 front-line employees by providing appropriate direction, coordinating unit activities, monitoring employee/unit performance, formulating, and implementing action plans, recommending work procedures, and directing workflow
• Identifies process gaps, non-value-added activities and improves business outcomes by leading process improvement projects
• Provides information to employees and management, participates in, and leads meetings/performance reviews
• Creates complex reports, proposals, and business cases.
• Performs compliance or other quality spot-checks and recommends corrective and preventive actions
• Creates a positive and satisfying work environment using recognition, empowerment, listening, valuing diversity, and acting as a role model for others
• Recommends training and education programs to enhance associate’s knowledge and development
Administration and Operational Management
• Identifies issues and potential solutions on all aspects of the claims business
• Gathers, analyzes, and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information
• Assists leadership in developing strategies of operational improvement
• Assists with establishing unit goals/objectives
• Participates in the implementation of process improvement, operational performance and effectiveness programs and changes
• Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy
• Ensures adherence to empathetic and responsive customer service in all transactions
Training - Develop and Deliver
• Participates in assessing unit needs for training and development
• Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback, and may lead training
Supervisory Responsibilities:
This job does have supervisory duties
Preferred Qualifications:
Education and Experience
7-13 years of related experience
Bachelor’s degree or equivalent experience
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