To supervise a team of examiners for disability/leave claims for clients and monitor team's workload
To provide technical/jurisdictional direction to examiner reports on claims adjudication
To train, organize, develop, and deliver a quality service culture curriculum to claims examiners ensuring high quality training is delivered to support internal and external client needs
To monitor calls to determine customer call quality and effectiveness of customer contact response and interactions
Identifies and advises management of trends, problems, issues, and recommended course of action
Develops and conducts training to address examiners' needs
Reviews calls to evaluate claim examiners to ensure performance meets established service culture curriculum policies, standards and guidelines
Provides verbal and written feedback, as well as coaching and development to management and examiners to promote improvement
Maintains and supervises Advocate Response Team (ART), providing leadership, direction, and support
Monitors workloads and status, supports colleagues by providing advice on handling complex issues, and identifies and resolves problems and issues
Communicates with clients in a professional manner, promoting a quality service culture

Bachelor's degree from accredited college or university preferred
Licenses as required
Professional certifications as applicable to line of business preferred
Six (6) years of claims experience or equivalent combination of education and experience required
Two (2) years of supervisory experience in the insurance claims industry preferred
Knowledge of disability/FMLA plan eligibility, coverage and benefits
Excellent oral and written communication, including presentation skills
PC literate, including Microsoft Office products
Outstanding customer service skills
Analytical and interpretive skills
Strong organizational skills
Good interpersonal skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies

Customer Service Advocacy Team Lead

Key skills