What are the responsibilities and job description for the Team Lead - Claims Administration position at HCI GROUP INC?
JOB SUMMARY
The Team Lead – Claims Administration bridges the gap between frontline CSRs and upper management. They will step in to resolve complex, sensitive, or escalated customer queries that frontline staff cannot handle. They monitor performance metrics as they train and mentor staff. The Team Lead – Claims Administration will also deliver excellent customer service through fast and accurate processing of notices, communication, and coordinating with other departments and supervisors.
ESSENTIAL FUNCTIONS
- Act as a lead worker and point of contact for Claims Administration Representatives
- Quickly become familiar with Company software, programs, and policies
- Build and maintain business relationships with internal stakeholders
- Ensure teams’ claim correspondence is timely to avoid any delays in the claim process
- Oversee appropriate vendor assignments
REQUIRED SKILLS & EXPERIENCE
- Ability to manage multiple priorities within a fast paced and high-volume environment
- Ability to work well in a team-oriented environment, as well as independently
- Ability to assist, train, and mentor team members in a professional manner
- Exceptional verbal and written communication skills for de-escalating conflicts and providing constructive feedback
- Ability to interpret support data, spot trends, and generate actionable reports.
- Proficient in Microsoft Outlook, Microsoft Word and Microsoft Excel with extensive working knowledge of Microsoft Excel formulas and spreadsheets
- Ability to work well in a team-oriented environment, as well as independently
- Strong phone etiquette and Customer Service experience
- Expert data entry skills and impeccable attention to detail
EDUCATION & TRAINING
- High school diploma required; Associate degree preferred
EXPERIENCE
- Typically requires 3-5 years of customer support experience with proven leadership or supervisory capabilities.
LICENSES OR CERTIFICATIONS
- Insurance 6-20 License, preferred
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