Claims Manager - Automotive - VSC

Safe-Guard Products International LLC•Wade Hampton, SC

7d•Onsite

About The Position

Safe-Guard Product International serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance & Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada. For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service. The Claims Manager is responsible for assisting quality and efficient customer service through daily monitoring of a team by providing guidance and technical support to Claims Adjudicators. This role involves maintaining constant communication with management, staff, and vendors to ensure proper operations, and providing leadership to a team of exempt and non-exempt associates with effective oversight to ensure service and processes are accurately and efficiently executed per policies, procedures, and company expectations within specified timeframes. The manager will act as a change leader, effectively managing change to ensure the team and others embrace it. They will evaluate reports to assess associate productivity and effectiveness, partnering with various business areas to enhance operational effectiveness and thinking globally about ways to grow and improve the business. Key responsibilities include developing, implementing, and maintaining quality assurance protocols, hiring the right people, accurately assessing, coaching, and developing associates to meet their potential, driving associate engagement through targeted activities and interactions, actively pursuing strategic and operational objectives, ensuring company initiatives are championed and executed to standard, and growing the efficiency of existing organizational processes and procedures to enhance and sustain the organization's internal capacity. The role also involves partnering with internal stakeholders to proactively monitor and discuss trends and Operations metrics.

Requirements

High School Diploma or equivalent required.
5+ years of experience in supervision, call center and office environment.
Insurance and/or financial field preferred.
3-5 years of experience within Automotive Service Industry required.
Must have strong people, interpersonal skills, and presentation capabilities.
Must have superior verbal/written skills with the ability to communicate effectively to employees, clients, customers, team members, and all levels of management.
Must have strong computer skills and the ability to understand and service policies.
Must be proficient in Windows and Microsoft Office Products (Outlook, Excel, Word, PowerPoint, Teams).
Must be innovative, analytical, and able to offer solutions to challenging situations.
Exercises sound judgment when interacting with employees and customers.
Excellent team leadership experience.
Exceptional negotiation and remediation skills, with the ability to teach and instill the same skills throughout the department.
Outstanding time management and organizational skills.
Verifiable experience/success in high volume or processing environment.
Problem solving skills with a proactive attitude at all times.
Ability to manage staff, headcount, and budgets.
Program management experience leading large, complex projects or initiatives.
Must be authorized to work in the U.S.
Must be able to successfully pass a background check.

Nice To Haves

Bachelor's degree preferred.

Responsibilities

Supervises a team of Claims Adjusters to ensure that claims are being administered properly within department and underwriter guidelines.
Monitors call volume and productivity to ensure proper balance, consistency, and quality control within the department.
Implements new procedures and amendments to existing procedures when necessary.
Remains ‘hands on’ and synchronized with claims processing and underwriting to keep current with targeted standards.
Provides back up to adjusters at times of peak volume.
Works directly with customers, dealers, and agents to help resolve complex claim issues.
Offers internal support within the department and other areas of the company; including support to adjusters through continued training and guidance, as well as support to entire department when necessary.
Train VSC Adjusters to ensure claims are administered properly.
Monitor Call Metrics to ensure departmental metrics are achieved.