What are the responsibilities and job description for the Claims Experience Manager position at Farmers Alliance Mutual Insurance C?
Summary
Lead a team of customer-focused people who handle a wide range of inquiries and transactions, from policy information to claims support. Work as part of a collaborative team that prioritizes customer experience and operational effectiveness.
Essential Duties & Responsibilities
- Directly lead and motivate a high-performing team to achieve performance targets.
- Foster a positive employee experience and teamwork aligned with company culture.
- Stay current with industry trends, regulatory changes, and product updates.
- Responsible for the performance and development of a team including but not limited to hiring, onboarding, ongoing training and development, promotion, salary action, and offboarding.
- Establish and maintain service standards around quality, quantity and timeliness that meet evolving customer expectations.
- Continuously analyze, model, measure, and optimize business processes to improve efficiency, create capacity, reduce costs, and achieve business goals.
- Report on service standards to appropriate leadership.
Required Skills & Abilities
- Accountability: Hold employees accountable for their performance.
- Analytical: Ability to read, analyze, and interpret general business reports, company manuals, technical procedures, or regulations.
- Communication: Ability to send and receive information effectively, both orally and written.
- Customer centricity: Understand and anticipate customers needs, preferences, and expectations to create meaningful experiences and build lasting relationships. Places the customer at the center of all decisions and actions.
- Emotional intelligence: Understand and manage your own emotions, as well as the emotions of others.
- People management: Effectively manage and motivate people to perform individually and as a team.
- Problem-solving: Ability to help employees to find solutions to problems.
Education &/or Experience
- High school diploma required, college degree preferred.
- 5 years of related experience required.
- Demonstrated knowledge of insurance forms/coverage and processes required.
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Insurance course(s) completion or willingness to obtain.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, reach with hands and arms to operate computer keyboard, talk and hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
