Client Services & Claims Supervisor

Acbcoop; Memphis (TN); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Acbcoop seeks a Supervisor to lead a ~20-person client services team, focus on service and claim processing, and ensure adherence to PSG policies. The role requires strong leadership, coaching, and coordination with on-site clients.

You will hire, train, and develop staff, monitor performance, handle inquiries, and drive continuous process improvements to deliver timely, quality service across accounts.

Responsibilities

• Meet production and customer service goals with client and ACB objectives.
• Assist account specialists with client questions and complaints; identify issues and propose solutions.
• Attend on-site client meetings; coordinate client training on PSG processes and systems.
• Maintain client program information, spec sheets, and binders; ensure accessibility for team; write/update service order revisions.
• Administer client projects related to current business, programs, or new installations.
• Ensure claim processing complies with policies and guidelines; review processing quality.
• Continuously evaluate processes; suggest improvements for efficiency and service.
• For Co-op accounts, review fund data after monthly allocation; keep client database updated.
• Verify weekly claim status and monthly billing data; communicate client status to PSG Manager as needed.
• Schedule production and work assignments for team members.
• Conduct selection interviews; assist in hiring; oversee training and orientation.
• Ensure staff have training and resources; coordinate ongoing development to improve performance.
• Provide daily direction and communication for timely, efficient service.
• Meet regularly to set goals and review performance; give feedback and counseling.
• Address employee relation issues; maintain a high-quality work environment; analyze turnover.
• Write and administer performance appraisals; make promotion/salary increase recommendations.
• Handle disciplinary or performance problems per policy; coordinate corrective action with HR.
• Write and review programming change requests to IT; oversee report quality and data integrity.
• Create and produce ad hoc client reports on request.

Job description

Summary:

The Supervisor is responsible for providing outstanding customer service to clients through the daily management of a team of approximately 20 employees, to include hiring, motivating, recognizing, rewarding, coaching, counseling, training, and problem solving. The position ensures that the clients of assigned accounts receive quality customer service in accordance with the service order agreements and ACB policies and procedures. This highly visible position maintains close client contact and oversees all matters related to customer service and claim processing of all assigned accounts.

SECTION II: ESSENTIAL RESPONSIBILITIES

Client Services & Relations

• Ensure that client and ACB goals are being met with regard to production and customer service.
• Assist account specialists with any client questions and complaints. Review and identify potential client-related issues and proactively offer potential solutions.
• Attend on-site client meetings; visit clients off-site when necessary. Coordinate client training on PSG processes and systems.
• Maintain client program information, specification sheets, and account binders and ensure that information is accessible to all team members. Write and evaluate client service order revisions and updates.
• Administer client projects related to current business, special programs, or new client installations.

Claim Processing & Compliance

• Ensure that claim processing complies with ACB and client policies, program guidelines, and turnaround commitments. Review claims as necessary to ensure quality and accuracy of processing.
• Provide continual evaluation of processes and procedures. Suggest methods to improve area operations, efficiency, and service.
• For Co-op related accounts, review fund data after monthly funds have been allocated to the dealers. Ensure that client database is maintained and updated as necessary.
• Verify information regarding claim status and turnaround time on a weekly basis; confirm billing data on a monthly basis. Communicate client status and/or issues to Automotive Co-Op & Compliance Manager as needed on a daily basis.

People Management & Development

• Schedule production and work assignments of team members.
• Conduct selection interviews and assist in hiring of team members. Oversee new employee training and orientation.
• Ensure that employees have appropriate training and other resources to perform their jobs. Establish and coordinate ongoing staff training and development to increase performance levels and improve customer service.
• Provide daily direction and communication to team members so clients receive timely and efficient service.
• Meet with team members on a regular basis to establish goals and review job performance. Provide feedback and counseling related to work performance.
• Respond to and resolve employee relation issues expressed by team members. Create and maintain a high-quality work environment so team members are motivated to perform at their highest level and to continue working for the company. Evaluate, identify, and address reasons for employee turnover within the work group.

Performance & Disciplinary Management

• Write and administer performance appraisals for skill improvement. Make promotional and salary increase recommendations to PSG Manager.
• Address disciplinary and/or performance problems according to company policy. Make appropriate decisions relative to corrective action as required. Prepare and administer disciplinary action in conjunction with HR as necessary.

Reporting, IT & Data Integrity

• Write, review, and/or present programming change requests to IT staff. Oversee report quality, accuracy, and data integrity.
• Create and produce ad hoc client reports upon request.