Specialty Claims Team Lead & Mentor

reserv; Atlanta (GA); Hybrid; USD 100,000 - 140,000; Full time

Benefits offered by this job

Health insurance

401(k) plan

Paid PTO

Family leave

Remote-friendly

Equipment provided

Job summary

Reserv is seeking an experienced Team Lead for a claims-focused role, balancing leadership with individual contributor duties. You will guide a Specialty Claims team, mentor adjusters, and ensure high-quality outcomes through leadership and technology-enabled processes.

You will oversee onboarding, establish best practices, and align claim handling with client expectations while driving continuous improvement and customer-centric service.

Qualifications

• 5+ years of insurance claims experience in multiple lines of business, preference for specialty or non-standard claims (deposit replacement, surety, or comparable specialty lines)
• 3+ years of leadership experience with a preference for experience managing in a remote environment
• Prior team lead, supervisor, or formal mentorship/QA experience required
• Proven ability to interpret non-standard policy language, lease agreements, financial ledgers, and contractual addenda
• Strong analytical skills — able to evaluate complex data, identify coverage obligations, and make sound decisions
• Active adjuster license: resident-state license where available, otherwise a Designated Home State (DHS) license. Willing to obtain any additional required licenses within 60 days, including state testing
• Comfortable with technology and the ability to evolve the claims systems and processes to drive better efficiencies and outcomes
• Demonstrated commitment to quality, accuracy, and attention to detail
• Integrity, ethics, and a strong sense of accountability in handling confidential and sensitive information

Responsibilities

• Flexibility. You will switch fluidly between claims handling and coaching or providing feedback to your adjusters — sometimes within the same hour
• Agility. You must have an agile mindset and the ability to pivot focus at a moment’s notice without losing momentum
• Serve as SME and first-line escalation. You are the go-to resource for your team’s technical questions, coverage interpretation, and complex claim scenarios involving lease agreements, financial ledgers, and non-standard policy language
• Mentorship and peer coaching. Provide real-time guidance, feedback, and support to your adjusters. Help them develop technically and professionally through regular touch-points and side-by-side claim reviews
• Backup leadership coverage. Serve as acting team lead when the Manager is out of office, ensuring continuity of service and team accountability
• Onboarding support. Assist with initial onboarding tasks, system access, and cultural immersion for new team members
• Best practices ownership. Implement and maintain best practices for claims handling, including claim intake, investigation, coverage analysis, settlement, and recovery
• Client and customer alignment. Align the team with client expectations and customer service standards throughout the claims process
• Metrics and reporting. Assist in preparing claims reports, metrics, and trend analyses for internal review and client-facing presentations. Contribute to identifying topics for team huddles and claims experience workshops
• Customer obsession. Be an active advocate who helps leadership cultivate a customer-centric mindset across the team
• Continuous improvement. Contribute to refining claims guidelines, workflows, and best practices — and bring ideas forward proactively

Skills

Leadership

Mentorship

Claims analysis

Job description

Reserv is seeking an experienced Team Lead for a claims-focused role, balancing leadership with individual contributor duties. You will guide a Specialty Claims team, mentor adjusters, and ensure high-quality outcomes through leadership and technology-enabled processes.

You will oversee onboarding, establish best practices, and align claim handling with client expectations while driving continuous improvement and customer-centric service.