Claims Service Center Supervisor

At EMC, you'll put your skills to good use as an important member of our team. You can count on gaining valuable experience while contributing to the company's success. EMC strives to hire and retain the best people by engaging, developing and rewarding employees.

Essential Functions:

• Leads, manages, and oversees the daily operation, workflow, and service requirements for the claims service center.
• Plans, develops, and implements new programs.
• Ensures phones calls are monitored and evaluated for accuracy of content of instruction and overall service provided to the customer.
• Ensures maximum availability of service center representatives for servicing customer calls during service center hours.
• Makes recommendations and implements procedures that improve department efficiency and ensure work product accuracy.
• Monitors quality and timely entry of property, casualty, and worker's compensation claims losses into the claims system.
• Monitors responses to general claims inquiries and provides input as necessary. Monitors the process, quality, and quantity of outbound Customer Satisfaction Survey.
• Resolves problems and issues that arise during the claims entry and assignment process.
• Creates and reviews audit reports on claim files and follows up on inconsistencies, other issues, and improvement opportunities.
• Resolves problems, escalation needs and any issues that arise from a post-claim survey.
• Develops, implements, and monitors auditing tools that are utilized for daily, weekly, and monthly phone call and quality assurance reports.
• Evaluates and documents call response times, call type, call volume, call duration, call location, and overall call handling.
• Communicates results to manager and direct reports and conducts daily training sessions with the service center team on the metrics.
• Oversees and monitors the workload and performance of the team.
• Guides team through complex work issues and answers questions. Collaborates with team members to establish performance goals and monitors status.
• Conducts reviews and provides coaching.
• Interviews, hires, and recommends salary adjustments for team members. Resolves disciplinary issues.
• Provides training for team and encourages continuing education.
• Develops team expertise and assists with succession planning, including identifying talent and implementing development plans for critical positions. Supports diversity and inclusion initiatives.
• Fosters innovative culture, including supporting new ideas and providing guidance.
• Communicates with outside vendor regarding losses received during nights, weekends or high volume periods.
• Reconciles all losses received and investigates losses with missing information.
• Manages branch and vendor relationships as well as service center protocol.

Education & Experience:

• Associate degree in business, marketing, insurance or related field, or equivalent relevant experience
• Five years of experience with call/service center, claims or claims support, or related experience
• Prior experience with project coordination and change management
• Prior leadership experience preferred
• Customer service designations such as, Accredited Customer Service Representative (ACSR), preferred

Knowledge, Skills & Abilities:

• Excellent knowledge of insurance and claims terminology
• Ability to read and interpret basic coverages and policy limitations
• Detail-oriented and strong analytical, problem-solving, organizational, and prioritizing skills
• Strong Microsoft skills, including Access and Excel preferred
• Ability to work on multiple projects at once with minimal supervision
• Strong written and verbal communication skills
• Advanced telephone etiquette and customer service skills
• Strong interpersonal skills and conflict resolution abilities

Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.

All of our locations are tobacco free including in company vehicles.