Job description
The work we do has an impact on millions of lives, and you can be a part of it.
We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.
The Claims Manager is responsible for managing a team of Claims Adjusters and providing coaching and training to new and experienced employees. This role is accountable for the effective management of the Claims call center, which has the responsibility of receiving all customer calls related to Claims Adjudication for warranty contracts that are directed by calls, e-mails, IVR, faxes, and web-based contacts. This role is accountable to ensure department and performance measurements and goals are met; and will manage the day-to-day operations of their teams.
Responsibilities:
- Effectively lead and guide a group of claims adjusters who are responsible for adjudicating claims managing the day-to-day operations of the Client Service Representatives handling customer inquiries and issues
- Effectively manage employees to ensure department performance measurements are met and courteous, accurate and responsive service is provided to all customers.
- Attract, select and retains high caliber, diverse talent able to successfully achieve or exceed business goals.
- Build a strong team environment through effective coaching and mentoring; inspire superior performance; create an environment where continuous improvement is expected.
- Responsible for employee counseling, coaching, and regular performance reviews of department members. Provides timely and candid development feedback. Regularly holds meetings and team huddles.
- Provides leadership in the department. Effectively coordinate with other managers to assure service level agreements are met. When back up is required, work with others to assure optimum efficiency is achieved.
- Lead and drives accountability at the contact center, including developing action plans as required to drive business goals and objectives.
- Partners with shared services resources on gathering adherence and quality scores.
- Identify department best practices and work with employees across the organization to build strong relationships to increase efficiencies within the department and APD.
Qualifications:
- Bachelor's degree or equivalent experience required; high school diploma required.
- 3+years managing employees strongly preferred
- Automotive/mechanical background required.
- Demonstrated ability to increase call center productivity while also creating an engaged stable work environment
- Experience utilizing call center reporting to help drive desired business results
- Proficiency in Microsoft Office applications and a high degree of familiarity with workforce management and call recording/monitoring equipment
- Strong leadership skills with the ability to manage large groups of people.
- Strong communication skills and experience demonstrating successful customer relationship management ability.
- Passionate commitment to the customer, quality, and best practices.
- Ability to set challenging but realistic performance expectations, encouraging people to perform up to their full potential
- Strong analytical and problem-solving skills in analyzing contact center data to identify trends, adjust daily routines and make recommendations to maintain service levels.
- Proven ability to grasp new concepts, plan work and execute projects in a fast-paced environment.
Protective’s targeted salary range for this position is $60k to $85k. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.
This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.
Employee Benefits:
We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (
e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.
Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.
Diversity and Inclusion :
At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.
We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace unique skills and abilities. Our aim is to create an equitable and accountable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.
We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.
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