Team Lead-6

Eberl • Dallas, TX

2d

About The Position

The Team Lead supervises and supports the day-to-day work of Claims Administrators and File Reviewers, providing direction and guidance, managing 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 service quality, and identifies opportunities to improve processes, work quality, efficiency, and customer experience. The position also promotes a collaborative team environment and provides the Team Manager with feedback on employee performance, training needs, and development opportunities.

The work involves frequent sitting, computer use, operation of office equipment, cell phone use, walking, face-to-face discussions, and web-based meetings. Additional hours may be needed, including evenings, overnight, weekends, and holidays. The role requires availability by phone and email throughout the day, seven days a week. Reasonable accommodations may be made for individuals with disabilities.

Requirements

• Two to four 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 and proficiency in client-specific software applications.
• Effective communication and problem-solving skills.
• Proficiency in Microsoft Office (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.
• Willingness to work additional hours as needed, including evening, overnight, weekend, and holiday hours, and accommodate occasional meetings or work activities scheduled after normal hours.
• Availability by phone and email throughout the day, seven days a week.

Nice To Haves

• A degree or equivalent experience is 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 accurate, timely, 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.
• 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.

What This Job Offers

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