Team Lead-2

Eberl • Dallas, TX

9d

About The Position

The Team Lead supervises and supports the day-to-day work of Claims Administrators and File Reviewers, providing direction and guidance. The role assigns, monitors, and adjusts workloads to ensure work is completed accurately, on time, and in accordance with service standards. It reviews completed work for compliance with company policies, quality guidelines, and client requirements, and serves as the first point of contact for routine team questions and operational issues, escalating significant concerns to the Team Manager.

The Team Lead supports onboarding and training, helps monitor vendor performance and communications, and reviews daily inbound and outbound calls and emails for service-standard compliance. The role identifies and recommends opportunities to improve processes, work quality, efficiency, and customer experience; promotes a positive, collaborative team environment; and provides the Team Manager with feedback on team-member performance, training needs, and development opportunities.

Requirements

• 2–4 years of experience in claims, operations, vendor management, or quality assurance.
• Working knowledge of claim settlement practices prescribed within the states supervised by the team lead.
• Excellent customer-service focus and customer-relations skills, including understanding that customers include clients, site managers, trainers, and adjusters.
• Strong attention to detail, organizational skills, and time-management skills.
• Ability to coach and mentor team members to improve performance and grow professionally.
• Demonstrated technical claims expertise, including complex claims-handling procedures.
• Proficiency in client-specific software applications and ability to train and support team members in their use.
• Effective communication and problem-solving skills.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, and Outlook).
• Ability to learn claims and operational systems, including Xactimate and XactContents.
• Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

• Bachelor’s degree or equivalent experience preferred.

Responsibilities

• Supervise and support the day-to-day work of Claims Administrators and File Reviewers, providing direction and guidance as needed.
• Assign, monitor, and adjust workloads to ensure work is completed accurately, on time, and in accordance with service standards.
• Review completed work for compliance with company policies, quality guidelines, and client requirements.
• Serve as the first point of contact for day-to-day team questions, address routine operational issues, and escalate significant concerns to the Team Manager.
• Support onboarding and training of new team members on claims procedures, client communication expectations, and service-level requirements.
• Assist the Team Manager with vendor communication and performance monitoring, including reviewing daily inbound and outbound calls and emails to ensure service standards are met.
• Identify opportunities to improve processes, work quality, efficiency, and customer experience, and recommend solutions as appropriate.
• Promote a positive and collaborative team environment.
• Provide the Team Manager with feedback on team-member performance, training needs, and development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed