Supervisor, Water Mitigation - Eau Claire, United States - Accuserve

Description

Job Description

Accuserve is built on a foundation of community, fostering valuable connections and creating an innovative approach to help you navigate the insurance landscape.

Built on culture, grounded in compassion.

Job Summary:

Living the Accuserve values: Communicating and Connecting, Doing the Right Thing, Compassionately Serve, Courageously making an Impact and Staying Curious, the Supervisor, Water Mitigation is responsible for day-to-day supervision of Accuserve Interiors Claims Examiner, Analyst and Representatives within an assigned unit to ensure the proper handling of claims and that claim representatives are performing according to the established claim guidelines and procedures. Assist in providing insureds, and other persons involved the best claim service.

General Duties and Responsibilities:

• Review, triage and assign new losses to unit
• Monitor claim files and reports to insure adherence to company claim procedures and guidelines
• Provide guidance on coverage, legal and loss handling
• Review, investigate, negotiate and settle assigned claim files
• Provide the authorization for assessing and settlement of claims, which exceeds the CodeBlue Claim Representatives authority
• Make recommendations to the Manager on files that exceed personal authority
• Review and revise as necessary, subordinate's reports for management or client companies
• Provide comments in each subordinates claims files for all files that are open.
• Refer all claims within unit that have suspicious activity or where an attorney is involved to Management
• Monitor files for proper documentation and investigation of subrogation
• Provide instruction/oversight on 5, 10 day invoice outstanding report
• Make recommendations to Manager on Claim Representatives authority limits
• Monitor Claim Representatives hours/schedule to ensure proper handling of incoming and pending losses
• Provide Annual Review for Claims Representatives and document performance Monthly through a Monthly Mini Evaluation.
• Coach, develop, train, and mentor assigned representatives on reviewed files with proactive focus on continuous quality improvement
• Manage large commercial claim losses
• Process desk reviews at client's request
• Handle escalated claim/call situations
• Conduct annual and/or periodic associate performance reviews and administer appropriate corrective action measures as necessary or required by company policy
• Create and produce reports for clients and senior management
• Monitor employee metrics and use these metric to drive performance and quality
• Manage, track, review, and ensure invoices are promptly processed as outlined by standard reporting requirements
• Efficiently manage claims to mitigate loss for insurance carrier and expedite closure of claim
• Interpret, analyze, and assist with customer inquiries which may vary in nature
• Provide prompt and efficient responses and resolutions to each inquiry in a courteous and professional manner, regardless of how the inquiry is received (e.g.: in-bound call, claim alert, email, fax, or electronic data interchange)
• Perform follow-up customer satisfaction surveys and courtesy call(s) to Insured following claim closure
• Apply and follow all customer service, content claim, and Company policies and procedures, including script adherence
• Provide technical information required to respond to customer inquiries by phone, mail, and/or e-mail
• Enter data and other relevant information into client claims database or other business applications, as required completely and accurately
• Understand and ensure that quality standards are met per company guidelines.
• Suggest process improvements, when applicable
• Assist all departments in a courteous and professional manner to reach business goals and objectives
• Participate in individual and team trainings and meetings to ensure accurate information is relayed to customers/clients and individual performance is maximized
• Perform follow-up in accordance with documented and/or stated guidelines
• Work with and maintain professional relationships with Insurance Clients, Insureds, co-workers, and contractor personnel to ensure callers are receiving proper service
• Adhere to assigned work schedule
• Exhibit a professional image and behavior
• Available to work flexible hours, including nights, weekends, and overtime when required
• Meet or exceed benchmarked metrics (metrics are subject to change as our business needs/model changes) designed to measure productivity and/or quality per company standards.
• Perform other duties as assigned

Minimum Requirements:

• A High School Diploma or GED equivalent is required. Two to five years of management experience is preferred as well as three to five years of Property and Casualty Insurance Adjusting experience.
• Previous leadership experience desired
• Able to handle conflict in a professional and courteous manner
• Communicate concise information verbally and electronically
• Write information that is clear and easy to understand
• Work with peers and supervisory staff for the common goals of the organization
• Reliable in meeting work commitments
• Diffuse volatile situations
• Must be a team player
• Able to be flexible and adapt to most any situation
• Meet or exceed periodic skills based testing
• Office or Call Center 24x7x365 environment
• Business Dress Professional
• Travel is less than 10%
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
• Ability to utilize technology devices, software and application, previous experience with Microsoft Office Suites and basic computer skills required
• Reliable high speed home broadband internet connection with minimum 25 meg download and 10 meg upload speeds and ability to connect to home internet via ethernet cord is required if working remotely