What are the responsibilities and job description for the Customer Service Claims Supervisor position at Arch Capital Group Ltd.?
With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.
The Customer Service Supervisor will be a hands-on in monitoring and completing day-to-day activities/tasks of a busy Shared Services Intake & Operations department. The role manages a team of CSRs and the creation of FNOL(first notice of loss) for commercial Auto Claims.
POSITION DESCRIPTION
- Supervises a team of Customer Services Representatives.
- Manages the workflow and productivity of CSRs
- Provides coaching, training, performance management to staff.
- Provides administrative support to one or more individuals in the Claims Department.
- Will assist in managing the day to day activities of the CSRs including, but not limited to, preparation of daily reports for meeting SLAs, monitoring queue for backlog, doing tasks as necessary to keep team timely and focused.
- Supervise the preparation of Auto FNOL (first notice of loss) to ImageRight and RMA.
- Oversee the preparation of acknowledgement letters and forwarding via mail or electronically to the insurance and brokers.
- Handles incoming telephone calls and responds to information requests.
- Other duties as assigned by Claims Operations Manager
EDUCATION AND EXPERIENCE
- High School /GED diploma; some college a plus
- Minimum of 3 years Insurance industry/claims experience required
- 1 years of either supervisory or Team Lead experience
- Strong MS Office, WORD, EXCEL skills
- Must be detail oriented and organized; timeliness and deadline focused
- Superior Customer Service skills required
- Exceptional communication skills
- Adaptable and ability to manage change
- Salary: $71,000 - $95,790/year
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