Mechanical Claims Team Lead - Training & Quality

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

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.