Retailer Claims Team Lead

Subaru•Camden, NJ

3d•$90,000 - $105,000•Hybrid

About The Position

Provides day-to-day support to a team of Retailer Claims Specialists, including helping prioritize workload, offering coaching and guidance, and handling escalations. Conducts quality checks through phone observations and claim reviews. Shares performance reporting and supports Retailer Claims management with performance tracking. Works together with Retailer Claims management to identify and propose solutions to department process and system opportunities. Serves as Claims policy and procedure (P&P) subject matter expert (SME) and supports Subaru of America (SOA) headquarters and field staff contacts.

Requirements

Bachelor's Degree required Or H.S. Diploma and equivalent experience in lieu of degree required
At least 6-8 years of relevant claims, service, or retailer/automotive work experience required
Extensive background in claim processing, ideally in the Subaru of America (SOA) Retailer Claims department or in relevant external field.
Excellent written and verbal communication skills.
Strong problem-solver with the ability to develop creative and innovative solutions to complex problems.
Ability to build strong working relationships with all people at all levels and develop and manage relationships successfully.
Ability to work independently and manage multiple priorities effectively.
Ability to function in fast-paced, high-volume work environment.
Excellent leadership, organizational, and team-building skills.
Proficiency in Microsoft Office (Word, PowerPoint, Excel).
Strong working knowledge of all system applications related to claims processing, including the claims system, Subarunet, Retail Parts Management (RPM), the Labor Time Guide (LTG), and the Electronic Parts Catalog (EPC).
Ability to support Retailer Claims management with coaching Claims Support Specialists with their Career Development Plan.
Ability to contribute to the recruiting, interviewing, selection, and development of team members.
Ability to present to a large group as part of both internal and external training activities.

Nice To Haves

Automotive job experience (such as working at a retailer or other automotive group claims service) Preferred

Responsibilities

Provides day-to-day, direct support and coaching of a team of Retailer Claims Specialists and Sr. Retailer Claims Specialists.
Prioritizes daily workload of Retailer Claims Specialists according to factors such as volume, priorities, attendance, and Specialist knowledge and experience. Assigns tasks to Specialists accordingly.
Monitors the quality of work of the Retailer Claims Specialists through phone observations and claim reviews to identify opportunities for appreciation and coaching. Rates and reviews performance of Retailer Claims Specialists and partners with Retailer Claims management to use this information for the annual performance process.
Serves as liaison and claims subject matter expert to Subaru of America (SOA) internal and Field staff (including Customer Advocacy, District Parts/Service Managers, Regional Parts/Service Managers, District Service Quality Managers, etc.) offering timely and accurate support and fostering partnership across the field and HQ. Uses relationship-building to understand how Retailer Claims can effectively work with and assist other groups as well as establish a positive retailer and claims experience.
Partners effectively with Retailer Claims management to proactively identify and escalate opportunities and solutions with Claims systems, processes, training and resources based on claim and call activity trends.
Supports Retailer Claims management with mid-year and annual reviews for Retailer Claims Specialists.
Supports Retailer Claims management with career development of Retailer Claims Specialists.
Manages workforce management, adherence, attendance, lunch, and scheduling for the Claims Helpline phone team.
Monitors retailer claim submissions for date changes, discrepancies, and any possible fraudulent activities. Reviews any findings with Retailer Claims management for follow-up.
Serves as one of our primary claims trainers for field and retailer training.
Supports Retailer Claims management with evaluating and interviewing Retailer Claims candidates.