Ancillary Claims Supervisor

RoadVantage•Austin, TX

6d•Hybrid

About The Position

The Ancillary Claims Supervisor is responsible for leading the day-to-day operations of the ancillary claims team within a high-volume call center environment. This role ensures timely, accurate claim adjudication while driving performance against key service and productivity metrics. The Supervisor provides strong leadership, coaching, and operational oversight to a team of claims examiners, fostering a culture of accountability, consistency, and customer-focused service.

Requirements

Minimum 2 years of claims or call center environment experience
Minimum 2 years prior leadership experience
High proficiency with MS Office suite
Familiar with contact center software solutions.
Experience in team leadership, training, development, and performance management.
Ability to make sound decisions, resolve problems, prioritize assignments, and lead a workforce in a fast-paced, ever-changing environment.
Proven ability to manage multiple task efficiently and effectively while meeting deadlines.
Exceptional attention to detail and a high degree of accuracy.

Nice To Haves

NiCE InContact is a plus.
Claims Adjusters License (preferred)

Responsibilities

Oversee daily call center operations, including phone, email, and chat workflows, ensuring service levels and KPIs are consistently met (AHT, SLA, productivity, adherence).
Monitor real-time dashboards and adjust staffing or priorities to maintain optimal coverage and service performance.
Serve as escalation point for complex or high-risk customer interactions, ensuring professional and timely resolution.
Support front-line operations during high-volume periods to maintain service continuity.
Perform manual check payment requests as backup to Project Coordinator
Conduct biannual performance reviews and provide verbal and written coaching, feedback, and performance counseling as needed.
Coach and train less experienced examiners to ensure performance aligns with established operational standards and expectations
Serve as a mentor and resource for the claims department and is available for consultation/discussion with examiners
Assist with promoting and managing an effective quality assurance and training program
Assess more complex cases and settle or initiate further actions within approved authority limits
Ensure adjudication processes follow stated acceptable standards
Assist the Claims Manager with scheduled and unscheduled internal and external claim file audits
Conduct trend analysis to identify potential adverse claims results or operational improvement opportunities.
Produce and deliver ad hoc reporting to requested individuals; assist with the production of department reporting
Review selected dealership accounts to proactively identify any service or loss control issues and will make recommendations on how best to address them with collaboration Claims Manager
Assist with staffing which includes contacting potential candidates, scheduling interviews, conducting interviews, and input on the release of employee(s)
Oversee timekeeping accuracy by reviewing and approving employee timecards, attendance, and PTO requests in support of the payroll process.
Demonstrate versatility and adaptability to navigate various directions and challenges within the role.
Perform Manager duties in his/her absence.