Lead Adjuster Trainer

Charter Communications, Inc.; Pittsburgh (Allegheny County); On-site; USD 65,000 - 90,000; Full time

Job summary

Charter Communications, Inc. seeks a Lead Adjuster-Trainer to design and deliver training for new hires and seasoned staff in Claims. You will mentor teams, monitor progress, and report outcomes to management while upholding CARSPP standards and delivering high-quality service.

The role requires strong leadership, coaching skills, and the ability to drive KPI improvements in a fast-paced environment with limited travel.

Qualifications

• 1+ years of CARSPP claims experience with a lead or training background.
• Proven ability to develop and deliver training programs or materials.
• Strong CARSPP claims principles, practices, and performance metrics knowledge.

Responsibilities

• Assess training needs and tailor programs to performance gaps.
• Serve as SME for claims policies, procedures, and systems.
• Monitor training effectiveness via assessments and performance data.
• Meet or exceed operational KPIs and SLAs related to the role.
• Provide regular training status reports to management.
• Coach and mentor claims representatives to improve performance.
• Lead by example in customer service and standards.
• Travel as needed to support training efforts.

Skills

Leadership

Coaching

Training delivery

Communication

Problem solving

Tools

Microsoft Office Suite

Claims software/CRM systems

Job description

The Lead Adjuster-Trainer plays a key role in ensuring the delivery of high-quality service through effective training and mentorship of both new hires and existing team members. This position is responsible for developing and delivering training programs, monitoring progress, and providing detailed reports and updates to management on training status and outcomes. The individual in this role will demonstrate strong leadership and serve as a subject matter expert, offering guidance and support in Claims practices and training methodologies to continuously enhance team performance and customer satisfaction.

Essential Job Duties and Responsibilities:

• Assess training needs and tailor programs to address performance gaps or process updates.
• Serve as a subject matter expert and resource for claims policies, procedures, and systems.
• Monitor and evaluate the effectiveness of training through assessments, feedback, and performance tracking.
• Meet or exceed established operational KPIs and service-level agreements associated with the role.
• Provide regular updates and detailed training status reports to management.
• Collaborate with supervisors and management to identify team training needs and recommend improvements.
• Maintain and update training materials to ensure accuracy and alignment with current processes.
• Provide one-on-one coaching and mentoring to support employee development.
• Lead by example in delivering high-quality customer service and upholding departmental standards.
• Support claims operations as needed, including handling escalated inquiries, or manager duties.
• Mentor/develop claims representatives and nurture an environment where they can excel through training and encouragement

Position Requirements:

• 1+ years of claims experience with CARSPP, with a strong lead, or training background.
• Proven experience in developing and delivering training programs or materials.
• Strong understanding of CARSPP claims principles, practices, and performance metrics.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to coach, mentor, and motivate others.
• Demonstrated leadership ability and team-oriented mindset.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and claims software/CRM systems.
• Strong organizational and time management skills with the ability to manage multiple tasks simultaneously.
• Analytical mindset with the ability to assess training effectiveness and identify areas for improvement.
• Self-motivated with the ability to work independently and collaboratively in a fast-paced environment.
• Flexibility to adapt to changing priorities and business needs.
• Some travel may be required for this role, limited.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.