Team Lead-3

Eberl • Dallas, TX

22h

About The Position

The Team Lead supervises and supports the day-to-day work of Claims Administrators and File Reviewers, providing direction, workload coordination, quality oversight, and guidance. The role serves as the first point of contact for routine team questions and operational issues, escalating significant concerns to the Team Manager. It also supports onboarding and training, assists with vendor communication and performance monitoring, and identifies opportunities to improve processes, work quality, efficiency, and customer experience. The Team Lead helps foster a collaborative team environment and provides the Team Manager with feedback about team performance, training needs, and development opportunities.

The position requires working knowledge of claim settlement practices in the states supervised, technical claims expertise, and the ability to coach team members and train them on client-specific software. Work involves frequent sitting, computer and office-equipment use, cell phone use, walking, face-to-face discussions, and participation in web-based meetings. The employee must be willing to work additional hours as needed, including evening, overnight, weekend, and holiday hours, and be available by phone and email throughout the day, seven days a week.

Requirements

• 2–4 years of experience in claims, operations, vendor management, or quality assurance.
• Working knowledge of claim settlement practices as prescribed within the states the team lead supervises.
• 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) 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 evenings, overnight, weekends, and holidays, and accommodate occasional after-hours meetings and work activities.
• Availability by phone and email throughout the day, seven days a week.

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 timely, accurate 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, 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 and recommend opportunities to improve processes, work quality, efficiency, and customer experience.
• 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