Team Lead-3

COR Partners•Dallas, TX

About The Position

The Team Lead supervises and supports the daily work of Claims Administrators and File Reviewers, providing direction, assigning and adjusting workloads, and reviewing completed work for accuracy and compliance with company policies, quality guidelines, client requirements, and service standards. The role 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 recommends improvements to processes, work quality, efficiency, and customer experience. The role promotes a collaborative team environment and provides the Team Manager with feedback on employee performance, training needs, and development opportunities. Work involves frequent sitting, computer use, office equipment and cell phone use, walking, face-to-face discussions, and participation in web-based meetings. The role requires availability by phone and email throughout the day, seven days a week, and willingness to work additional hours—including evening, overnight, weekend, and holiday hours—as needed. Occasional meetings and work activities may be scheduled outside normal hours. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Requirements

2–4 years of experience in claims, operations, vendor management, or quality assurance.
Working knowledge of claim settlement practices prescribed in the states supervised by the team lead.
Excellent customer service focus and customer relations skills.
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, and proficiency in client-specific software applications.
Effective communication and problem-solving skills.
Proficiency in Microsoft Word, Excel, PowerPoint, and Outlook, and ability to learn claims and operational systems, including Xactimate and XactContents.
Ability to manage multiple priorities in a fast-paced environment.
Understanding that customers include clients, site managers, trainers, and adjusters.

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.
Assign, monitor, and adjust workloads to ensure accurate, timely work that meets 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, resolve 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 for service-standard compliance.
Identify opportunities to improve processes, work quality, efficiency, and customer experience, and recommend solutions.
Promote a positive and collaborative team environment.
Provide the Team Manager with feedback on team member performance, training needs, and development opportunities.
Be available by phone and email throughout the day, seven days a week.
Work additional hours as needed, including evening, overnight, weekend, and holiday hours, and accommodate occasional activities outside normal hours.