Mechanical Claims Team Lead

Evolving Solution Services; Austin (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Mechanical Claims Team Lead position in Austin, TX, posted by Evolving Solution Services. The role oversees day-to-day claims processing, ensures accuracy and compliance, and evaluates examiner performance.

Reports to VSC Claims Supervisor in Operations and has no direct reports listed, with non-exempt status. The ideal candidate has at least two years in mechanical claims within a call center, leadership experience, and ASE certifications preferred.

Qualifications

• Minimum 2 years of Mechanical Claims experience in a call center environment.
• Minimum 2 years prior leadership experience.
• Mechanical ASE Certifications preferred.
• High proficiency with MS Office suite.
• Familiar with contact center software solutions. Nice InContact is a plus.
• Team training, development, and management.
• Ability to make decisions, resolve problems, prioritize assignments, and direct the workforce.

Responsibilities

• Manage an assigned workload while providing technical support and guidance.
• Handle escalated issues to ensure high-quality customer service results.
• Guide best practices and procedures for the team.
• Create Training and SOP documents for claim handling and process guidance.
• Perform examiner performance and claim audit reviews.
• Coach and train less experienced examiners to meet standards.
• Mentor the claims department and consult with examiners as needed.
• Promote and manage an effective quality assurance and training program.
• Review complex cases and take action within authority limits.
• Ensure adjudication processes follow standards.
• Conduct trend analysis to identify adverse results or improvement opportunities.
• Review dealership accounts with supervisors to address issues.
• Provide support to call or email volume as needed.
• Perform supervisor duties in the absence of the supervisor.

Skills

Mechanical claims

Leadership

MS Office

Nice InContact

Quality assurance

Training/Coaching

Decision making

Education

ASE certifications (mechanical) preferred

Tools

MS Office

Nice InContact

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Mechanical Claims Team Lead

Full Time Austin, TX, US

9 days ago Requisition ID: 1002

Job Description

Title: Mechanical Claims Team Lead

Reports to: VSC Claims Supervisor

Department: Operations

Direct Reports:No

Exempt Status: Non-Exempt

The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Job Purpose

As the Mechanical Team Lead, your role is pivotal in our organization, bringing your expertise in mechanical claims to the forefront. Your primary responsibility will be overseeing the day-to-day claims processes, ensuring efficiency, accuracy, and compliance with our established standards. Additionally, you will play a crucial role in reviewing the work of and evaluating the performance of all mechanical claim examiners, fostering a culture of continuous improvement and excellence within the team.

Essential Job Functions

• Manage an assigned workload while still providing technical support and guidance to the department.
• Handles any escalated issues to ensure high-quality customer service results.
• Guide best practices and procedures for the team.
• Create Training and/or Standard Operating Procedure (SOP) documents for claim handling and process guidance
• Perform examiner performance and claim audit reviews.
• Coach and train less experienced examiners to ensure performance meets operational standards.
• A mentor to the entire claims department and is available for consultation/discussion with all examiners.
• Assist with promoting and managing an effective quality assurance and training program.
• Will review more complex cases and settle or initiate further actions within approved authority limits.
• Ensures adjudication processes follow stated acceptable standards.
• Conducts trend analysis to identify potential adverse claims results or operational improvement opportunities.
• Along with the VSC Supervisor, Claims Manager, and Director, will review selected dealership accounts to proactively identify any service or loss control issues and will make recommendations on how best to address them.
• Provide support to call or email volume as needed.
• Performs supervisor duties in his/her absence.

Minimum Qualifications

• Minimum 2 years of Mechanical Claims experience in a call center environment
• Minimum 2 years prior leadership experience
• Mechanical ASE Certifications preferred
• High proficiency with MS Office suite
• Familiar with contact center software solutions. Nice InContact is a plus
• Team training, development, and management
• Ability to make decisions, resolve problems, prioritize assignments, and direct the workforce in an ever-changing environment.
• Immaculate attention to detail is a must.