Job Description
Position Summary:
The Team Lead provides day-to-day supervision, leadership, and operational support to Claims Administrators and File Reviewers ensuring timely, accurate, and compliant execution of the claims-related processes.
The Team Lead role supports operational efficiency, service quality, and positive customer experience by managing workload assignments, coaching team members, and serving as a resource for problem-solving. The Team Lead collaborates closely with the Team Manager to align day-to-day operations with organizational and client expectations to support adherence to service level agreements.
Primary Responsibilities:
- Supervise and support the day-to-day work of Claims Administrators and File Reviewers, providing direction and guidance as needed.
- Assign, monitor, and adjust workloads to ensure work is completed accurately, on time, and in accordance with service standards.
- Review completed work to ensure compliance with company policies, quality guidelines, and client requirements.
- Serve as the first point of contact for day-to-day team questions, address routine operational issues, and escalate significant concerns to the Team Manager.
- Support the onboarding and training of new team members to ensure they understand claims procedures, client communication expectations, and service level requirements.
- Assist the Team Manager with vendor communication and performance monitoring, including reviewing daily inbound and outbound calls and emails to ensure service standards are met.
- Identify opportunities to improve processes, work quality, efficiency, and customer experience, and recommend solutions as appropriate.
- Promote a positive and collaborative team environment.
- Provide the Team Manager with feedback on team member performance, training needs, and development opportunities to support their growth.
Qualifications:
- Bachelor’s degree or equivalent experience preferred.2–4 years of experience in claims, operations, vendor management or quality assurance.Working knowledge of claim settlement practices as prescribed within the states that the team lead supervises.Excellent customer service focus and customer relations skills.Strong attention to detail, organizational, and time management skills.Ability to coach and mentor team members to improve performance and grow professionally. Demonstrated technical claims expertise, including complex claims handling procedures and proficiency in client-specific software applications, with the ability to effectively train and support team members in their use.Effective communication and problem-solving skills.• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and ability to learn claims/operational systems including Xactimate and XactContents.• Ability to manage multiple priorities in a fast-paced environment.• Strong customer service focus and customer relations skills with the understanding our customers include not only our clients but also our site managers, trainers and adjusters.
Working Conditions and Physical Requirements
- Work involves frequent sitting, computer usage, operating office equipment, cell phone usage, walking, face to face discussions and web-based meeting participation.Willingness to work additional hours, as needed, including evening, overnight, weekend hours, and accommodate occasional meetings and work activities scheduled after normal hours and holidays.Be available by phone and email throughout the day, seven days a week.
The above is intended to describe this job's general requirements. It is not to be interpreted as a complete statement of duties, responsibilities, or physical requirements. This job description does not restrict our manager’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions and receive other benefits and privileges of employment in accordance with applicable law.
Eberl Claims Service is an Equal Employment Opportunity (EEO) employer. We are committed to building, growing, and sustaining a diverse and equitable workforce while promoting Our Foundation and core values. We embrace a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences. We support, respect and value every individual’s unique opinion, beliefs and abilities to better serve our clients, trading partners, workforce, and communities.
