Claims Supervisor

SWBC•San Antonio, TX

12d

About The Position

SWBC is seeking a talented individual to supervise the staff and activities involved in the accurate processing of mortgage claims to include resolving complex claims, training employees, and overseeing the department in management’s absence. Why you'll love this role: This role allows one to learn, develop, or use a wide-set of skills in a face-paced environment. The person will be able to act as a business owner that makes key strategic, business, personnel, and development decisions. It is ideal for someone looking to manage and lead in multi-functional and complex environment.

Requirements

Some college course work in business, marketing, related field, or equivalent experience.
Possess a Texas P&C Adjuster’s License.
Minimum of three to four (3-4) years high-level call center, telemarketing, customer service, quality auditing, or related experience, which includes one (1) year in a team lead, instructional, or training capacity, preferably in an insurance or banking environment.
Excellent negotiation, analytical, and organizational skills.
Excellent communication (both written and oral), customer service, and telephone etiquette skills.
Working knowledge of personal computers to include MS Word, Excel, Internet, and AS400.
Self-starter, be able to work independently and exercise sound judgment.
Able to sit for long periods of time while executing computer applications and responding to customer phone inquiries.
May be required to lift 10-20 lbs. of training materials or other documents.
May be required to stand for long periods of time while conducting training and/or observation sessions.

Nice To Haves

Property insurance claims adjusting experience, catastrophe, and/or field experience preferred.
Working knowledge of mortgage insurance coverage and procedures.

Responsibilities

Supervises the staff and activities involved in all aspects of processing CPI claims to ensure the highest degree of. quality, customer satisfaction, and compliance with company policies and procedures to include maintaining work schedules; interviewing for open positions; coaching, counseling and disciplining; and resolves personnel related issues.
Resolves and provides assistance with complex calls, status questions, problems or client complaints to ensure customers satisfaction to include negotiating the settlement of claims and settling loss claims.
Trains new employees and keeps staff members informed of new procedures to include ensuring that the claims procedure manual is current and up-to-date.
Monitors, submits, and coordinates scheduling change requests with Workforce Management to ensure attendance and adherence standards.
Oversees all aspects and functions of Claim’s processing in the absence of the department manager.
Provides coaching and feedback as necessary in support of performance goals and objectives.
Performs assignment coordination of all work queues and roles related to ensuring the timely working of the claims inventory.