Customer Service Advocacy Team Lead

Sedgwick•Orlando, FL

18h•Hybrid

About The Position

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve. Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance Customer Service Advocacy Team Lead Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence: Orlando, FL : 12650 Ingenuity Dr Orlando FL 32826 Eden Prairie, MN : 11000 Prairie Lakes Drive Eden Prairie, MN 55344 PRIMARY PURPOSE:: To supervise a team of examiners for disability/leave claims for clients and monitor team's workload; to provide technical/jurisdictional direction to examiner reports on claims adjudication; to train, organize, develop, and deliver a quality service culture curriculum to claims examiners ensuring high quality training is delivered to support internal and external client needs; and to monitor calls to determine customer call quality and effectiveness of customer contact response and interactions.

Requirements

Six (6) years of claims experience or equivalent combination of education and experience required.
Knowledge of disability/FMLA plan eligibility, coverage and benefits
Excellent oral and written communication, including presentation skills
PC literate, including Microsoft Office products
Outstanding customer service skills
Analytical and interpretive skills
Strong organizational skills
Good interpersonal skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies

Nice To Haves

Bachelor's degree from accredited college or university preferred.
Licenses as required.
Professional certifications as applicable to line of business preferred.
Two (2) years of supervisory experience in the insurance claims industry preferred.

Responsibilities

Identifies and advises management of trends, problems, issues, and recommended course of action; informs management of new procedures and ideas for continuous process improvement.
Develops and conducts training to address examiners' needs.
Reviews calls to evaluate claim examiners to ensure performance meets established service culture curriculum policies, standards and guidelines; provides verbal and written feedback, as well as coaching and development to management and examiners to promote improvement.
Maintains and supervises Advocate Response Team (ART), providing leadership, direction, and support; monitors team's daily performance.
Provides technical/jurisdictional direction to examiner reports on claims adjudication.
Monitors workloads and status; supports colleagues by providing advice on handling complex issues; and identifies and resolves problems and issues.
Communicates with clients in a professional manner, promoting a quality service culture.
Performs other duties as assigned.
Supports the organization's quality program(s).
Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
Assists with interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
Provides support, guidance, leadership and motivation to promote maximum performance.