Keys Claims Manager

Dent Wizard

2d•Onsite

About The Position

The Manager, Keys Claims exercises independent judgment and discretion in managing the process, policies, and personnel involved in responding to customer claims inquiries. This role manages a team of employees handling customer support issues for vehicle service contract and insurance partner claims via inbound/outbound phones and email, while overseeing daily claims dispatch, processing, and resolution to drive cycle time performance and improve the customer experience.

Requirements

5 years+ handling auto insurance claims and/or vehicle service contract claims; management experience is required with preference given to candidates who have supervised a first notice of loss unit
Bachelor’s Degree required, preferably in Business
Intermediate knowledge of Microsoft Excel and Word
Results and people oriented with the ability to balance business considerations
Ability to achieve and exceed goals in a fast-paced, reactionary work environment
Detail oriented with exceptional time management skills
Demonstrated excellence in written and verbal communication skills
Ability to build and maintain effective relationships with all customers and employees
All applicants being considered for employment must pass a pre-employment drug screening and background check

Responsibilities

Manage the Coordinator – Claims role
Oversee daily claims dispatch and processing to ensure timely and accurate resolution
Review and report weekly/monthly claims metrics
Analyze customer metrics and trends (cycle time, total claims, cancellations, etc.)
Partner with Field Team to drive cycle time performance
Maintain visibility into open claims and proactively address delays
Resolve customer issues and improve customer experience
Ensure accurate customer pricing, quotes, and invoicing
Process expenses as needed related to Claims
Exercise independent judgment and discretion in managing the Claims team, including directing daily work priorities, staffing levels, and operational decisions
Hire, discipline, evaluate, and recommend termination of direct reports; performance reviews and employment decisions carry significant weight with senior leadership
Forecast contact volume for calls, email, and chat in both Peak and Non-Peak times and independently adjust staffing resources to meet operational demands
Make staffing changes and scheduling decisions based on day of week, sales promotions, and other anticipated events without requiring prior approval for routine adjustments
Prepare and direct schedules, monitor attendance of operators, approve time off, and adjust shifts as necessary
Create, maintain, and report department metrics for tracking key performance indicators; independently review data for anomalies and determine corrective action
Monitor individual, team, and claims center results; exercise discretion in identifying performance trends and implementing improvement plans
Communicate policy and procedural updates to ensure representatives are fully informed of all changes related to products, services, customer needs, and company directives
Resolve team conflicts and maintain a productive work environment through independent management judgment
Serve as the subject matter authority on products, services, policies, and procedures; make binding determinations on escalated operator questions
Drive continuous improvement in the customer experience through call-monitoring, data analysis, and independent implementation of process changes
Resolve escalated customer complaints and make final decisions on exception handling within established authority levels
Direct the design and implementation of all training programs and materials for the Claims team
Develop employees’ skill sets through coaching plans, evaluations, and workshops; independently determine development paths for direct reports
Coordinate with other customer-facing and operational functions (e.g., National Sales, Hail Operations) and make commitments on behalf of the Claims department
Apply advanced product and procedural expertise to independently evaluate and resolve complex manager requests and customer complaints
Support Management and Executive Teams with research projects and strategic recommendations
Other Duties as Assigned