Location: Virtual
A top candidate would ideally be commutable to a MetLife Office
Shift: Shift is Saturday - Wednesday. (Work Every Saturday & Sunday.) Days Off: Thursday & Friday.
Shift hours: 8 - 4:30pm EDT or 9 - 5:30pm EDT.
Travel - 5% - to Jeffersonville, IN office.
Summary of Responsibilities:
The Claims Supervisor oversees daily responsibilities of department personnel and processes. The Claims Supervisor will be responsible for overall claims processing and related customer retention efforts of the claims team. He or she coordinates job assignments within the department and is responsible for achieving quality and efficiency metrics. This person will motivate, coach, counsel, train, and problem solve to ensure individual and team goals are met. The Claims Supervisor works with other departments to identify and resolve problems regarding escalations. He or she will develop and analyze staffing, training, scheduling and recognition, and implement any necessary changes to improve the overall performance of the team. The Claims Supervisor will take the lead in implementing new initiatives relating to the Claims department.
This role requires a high-energy person capable of strategic thinking, leadership, problem solving, multi-tasking as well as attention to detail in day-to-day operational procedures.
_____________________________________________________________________________
Principal Responsibilities:
- Manages claims staff with responsibilities including time clock management and attendance, coaching and development.
- Provides daily direction and communication to team members to ensure the department is performing optimally
- Responsible for knowledge of MetLife Pet Insurance products and processes and possess the ability to effectively convey this information to team members
- Handles policyholder escalations relating to claims
- Recommends and implements process improvement strategies
- Develops and analyzes staffing, training and quality processes and implements changes as needed
- Prepares and presents reports on department metrics for Claims
- Reviews a significant number of claims/policyholder interactions, daily, weekly, and monthly to ensure that the information provided is accurate, procedures are followed, and the team members represents the company in a positive and professional manner
- Reviews daily claims batch
- Procures and maintains adjuster’s license in all relevant jurisdictions
- Provides performance feedback and coaching on a regular basis to each team member while encouraging strong performance and documenting needs for improvement
- Implements performance improvement plans and disciplinary actions for those not meeting expectations, not complying with company policies and procedures or overall non-compliance
- Manages processes that directly affect retention including proper and timely claims settlement as well as effective communication of settlement to the customer
- Documents and consistently refines standard operating procedures
______________________________________________________________________________
Knowledge/Skills/Competencies Required:
- High School Diploma or GED
- 3+ years of relevant experience (Pet product knowledge a plus)
- Strong understanding of veterinary medical terminology and procedures
- Proven leadership experience with the ability to develop a team
- Proficiency with Microsoft Office Suite (Word, Excel and PowerPoint)
- Excellent organizational, interpersonal, and communication skills, both written and verbal.
- Proven history of adherence to corporate policies, procedures, and guidelines
- Strong project management skills including problem solving, attention to detail, analytical thinking, and decisiveness.
- 3+ years supervisory experience strongly preferred.
