Claims Experience Team Lead (Remote) - Mentorship & Process

Reserv Claims Analysis, LLC; Atlanta (GA); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Health, vision & dental coverage

401(k) with company match

Generous PTO

Family leave

Job summary

Reserv is seeking a Claims Customer Experience Team Lead to mentor the team, develop and document new processes, and partner with leadership to continually improve the claims support function. You will work with claims adjusters and leaders to identify tech and process improvements that enhance service quality.

Ideal candidates bring strong insurance claims knowledge and proven leadership, with a focus on delivering exceptional customer service and maintaining regulatory compliance across the

Qualifications

• In-depth knowledge of insurance claims processes, terminology, and best practices.
• Bachelor's degree or equivalent experience in insurance or contact center.
• Strong leadership and communication skills with ability to mentor a diverse team.
• Ability to interpret performance metrics and drive data-driven decisions.

Responsibilities

• Provide guidance and information to Team members regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims
• Consistently strive to be dependable in achieving or exceeding goals, and overcoming obstacles while focusing on best practices for claims handling, including claim intake
• Align team with client and customer expectations of the claims process
• Attract, hire, retain, and provide a high level of new-hire training and coaching of existing team members with the support of the rest of the leadership team
• Provide direct reports with accurate mentorship and support by maintaining a thorough understanding of insurance claims processes, regulatory requirements, and industry standards.
• Collaborate cross-functionally with other teams, including Claim Operations, Product Operations, and Engineering, to streamline processes
• Stay updated on industry trends, emerging technologies, and regulatory changes impacting the insurance claims landscape
• Ensure compliance with relevant guidelines and protocols
• Foster a positive and inclusive work environment that promotes teamwork, innovation, and a customer-centric culture

Skills

Insurance claims knowledge

Leadership

Communication

Analytical skills

Regulatory knowledge

Organization

Education

Bachelor's degree or equivalent in insurance or contact center

Job description

Reserv is seeking a Claims Customer Experience Team Lead to mentor the team, develop and document new processes, and partner with leadership to continually improve the claims support function. You will work with claims adjusters and leaders to identify tech and process improvements that enhance service quality.

Ideal candidates bring strong insurance claims knowledge and proven leadership, with a focus on delivering exceptional customer service and maintaining regulatory compliance across the