Travel Claims Manager

POSITION SUMMARY:
Manage day-to-day operation of front-line claims servicing group, typically consisting of 10-20 employees.
DUTIES AND RESPONSIBLITIES•Manage call traffic within established service standards and ensure delivery of superior service quality to our customers
•Manage claim workflows and processing within established service standards•Direct supervision of claims personnel to include coaching, reinforcement training, incentives/recognition and performance evaluation
•Achieve all established statistical service standards
•Achieve all established client/or customer satisfaction standards
•Serve as secondary liaison to clients, where appropriate
•Responsible for meeting independent and departmental goals in a rapidly changing environment
•Handle all disciplinary actions as well as hiring, termination and development of staff
•Assure appropriate resource utilization using a call management system and automated scheduling software
•Assist Client Services in the implementation of new programs where appropriate
•Assist Training in the development and implementation of on-going training programs where appropriate
•Ensure consistently accurate data capture for tracking, analysis and reporting
EDUCATION AND EXPERIENCE•College degree preferred
•3 years of operations management experience in a call center or customer service organization
PHYSICAL/MENTAL REQUIREMENTSAssociate:__________________________________________________
NameSignatureDateSupervisor:__________________________________________________
NameSignatureDateManager:__________________________________________________
NameSignatureDateNOTE: The statements herein are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of associates so classified.
REQUIREMENTS
JOB SPECIFICATIONS
•Minimum 5 years of claims experience
•Prefer Property & Casualty or Workman's Compensation•Strong oral and written communication skills
•Motivated with demonstrated ability to take initiative•Strong analytical and organizational skills
•Able to motivate and develop associates
•Able to communicate missions and goals