Job Details

SWBC is seeking a talented individual to monitor the performance and progress of the GAP Claims team and includes serving as first-level escalation response for customer service claims issues. Oversee the GAP team and motivate them to do their job efficiently and effectively. Provide support to daily objectives, generate collaboration among the team, and communicate any issues to management to reach business goals effectively.

Why you'll love this role:

Looking for a great opportunity to expand your career path and have the satisfaction of knowing the quality of your service will have a direct positive impact on people recovering from catastrophic events such as a total loss related to a hurricane, flooding, tornados or even fire? Our claims department offers a fast-paced environment and an opportunity to master your leadership and analytic skills leading up the path to team management and training. You will enjoy supporting a winning team that works well together and shares the common goal to provide World Class Service to all our customers. Fill in that valued role as Team Lead and experience the satisfaction of being on a team where each person is valued and where YOUR contribution completes the team!

Essential duties include the following:

• Monitors and reports teamwork flow, group e-mail traffic, and phone queue activities to ensure all departmental key performance indicators are being reported; provides daily scorecard recaps to management; and verifies daily activity reported by staff is accurate.
• Performs internal audits on departmental processes; reports quality recap and recommends process changes and/or improvements; and ensures policy and procedures are accurate and updated.
• Resolves and/or assists with escalated first level customer claims issues to ensure customer service satisfaction.
• Assists with all claim processing related tasks, maintaining and managing claim folders, and reviewing claims to ensure quality expectations are being met; reporting and providing feedback to management and team members.
• Provides training and procedural updates for new and current GAP Claim Representatives, including refresher training, side by sides, and shadow sessions.
• Monitor and respond to our multiple team chats, providing necessary feedback to management, and ensure responses are being provided timely.
• Provides support in our weekly huddles including completing the attendance, taking notes, and updating agenda items for next huddle. Keeping track of time to ensure we don't go over to ensure proper phone coverage.
• Oversight of team activities to ensure daily assignments and goals are being met; frequently reviewing and monitoring Activity Trackers.
• Responds to staff work schedules, manage adherence and update schedules as necessary in Genesys Cloud, and update personnel inquiries in the absence of the department supervisor/manager.
• Generates weekly reports for our "VIP" clients ensuring quality and complete of work, including updating comments for claims still in process.
• Assisting management with special projects or activities related to GAP claims.

Serious candidates will possess the minimum qualifications:

• High School Diploma or equivalency or some college course-work in Business, related field, or equivalent experience.
• Minimum of one to two (1-2) years high-level contact center, customer relations, customer service correspondence, quality auditing, or related experience, one of which is in a Customer Relations Representative or similar position within GAP or insurance claims environment.
• Working knowledge of GAP claims processes, forms, and terminology.
• Strong orientation to detail and ability to maintain accuracy in processing claims and detecting discrepancies.
• Excellent interpersonal and customer service skills.
• Strong analytical and organizational skills to perform multiple work assignments.
• Excellent and effective communication skills, both verbal and written.
• Proficient computer and accurate keyboard skills in utilizing computer applications such as Adobe, MS Word, and Excel, including work with large amounts of data and creating pivot tables.
• Working knowledge of all GAP claim and departmental tasks and/or activities.

SWBC offers*:

• Competitive overall compensation package
• Work/Life balance
• Employee engagement activities and recognition awards
• Years of Service awards
• Career enhancement and growth opportunities
• Leadership Academy and Mentor Program
• Continuing education and career certifications
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans
• Lucrative Wellness Program

*Based upon employee eligibility

Additional Information:

SWBC is a Substance-Free Workplace and requires pre-employment drug testing.

Please note, SWBC does not hire tobacco users as allowed by law.

To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.