Claims Team Lead: Coaching, Quality & Growth

Eberl; Dallas (TX); On-site; USD 60,000 - 75,000; Full time

Job summary

Eberl in Dallas, TX is seeking a Team Lead to supervise Claims Administrators and File Reviewers, providing day-to-day guidance and ensuring accuracy and on-time delivery in line with service standards.

You will assign workloads, review completed work for policy compliance and client requirements, onboard new teammates, mentor staff, and collaborate with vendors to monitor performance while seeking ongoing process improvements to enhance efficiency and customer experience.

Qualifications

• Bachelor’s degree or equivalent experience preferred.
• 2–4 years of experience in claims, operations, vendor management or quality assurance.
• Working knowledge of claim settlement practices as prescribed within the states that the team lead supervises.
• Excellent customer service focus and customer relations skills.
• Strong attention to detail, organizational, 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, with the ability to effectively train and support team members in their use.
• Effective communication and problem-solving skills.
• Proficiency in Microsoft Office (Word, Excel, PowerPoint, Outlook) and ability to learn claims/operational systems including Xactimate and XactContents.

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 to ensure 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 the onboarding and training of new team members to ensure they understand 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 to support their growth.

Skills

Customer service

Coaching/mentoring

Time management

Attention to detail

Communication skills

Problem-solving

MS Office proficiency

Xactimate knowledge

Team leadership

Vendor management

Education

Bachelor’s degree or equivalent experience

Tools

Xactimate

XactContents

Job description

Eberl in Dallas, TX is seeking a Team Lead to supervise Claims Administrators and File Reviewers, providing day-to-day guidance and ensuring accuracy and on-time delivery in line with service standards.

You will assign workloads, review completed work for policy compliance and client requirements, onboard new teammates, mentor staff, and collaborate with vendors to monitor performance while seeking ongoing process improvements to enhance efficiency and customer experience.