This role supports the Claims Workforce Management team and requires a candidate with strong forecasting capabilities and advanced Excel skills. The ideal candidate will be experienced in workforce planning, capacity forecasting, and analyzing operational data to drive staffing decisions.
Job Summary
This management position serves as an instrumental component of the day to day activities within the claims unit. Primary functions include coordinating, directing, and overseeing claims activities of a team(s). Key accountabilities include leadership, support, and coaching to ensure compliance of regulatory and statutory requirements, and technical and customer service Best Practices.
Job Duties
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Review claim files regularly for quality. Track and monitor all statistical measures and behavioral indicators to evaluate Claims Reps performance (e.g. file review, audits, reports and complaints).
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Coach and counsel employees on performance in a responsive and timely manner.
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Resolve a variety of customer service issues through communication and interaction. Implement effective ways (internal/external) to monitor and evaluate customer concerns, issues, satisfaction, and anticipate customer needs.
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Manage employee recruitment and development effectively. Identify and implement staff development and training needs to support an effective succession plan.
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Lead meetings in collaboration with unit management to communicate goals with direct reports and reinforce/monitor behavior that furthers technical and customer service performance expectations.
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Maintain knowledge of current industry developments and best practices.
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Participate in committees and projects that will support the organization’s goals and objectives.
Qualifications
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Bachelors Equivalent combination of education and experience Preferred
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4-6 years Automotive Claims handling Required
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1-3 years Supervisory Preferred
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Advanced organizational, planning and delegation skills critical.
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Advanced oral and written communication skills necessary.
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Advanced interpersonal skills essential.
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Ability to effectively lead change required.
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Valid Driver’s License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State Required
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Chartered Property Casualty Underwriter - Insurance Institute of America Preferred
Travel Requirements
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Occasional travel to off-site business meetings or conferences. (5% proficiency)
The starting pay range for this position is:
$92,600.00 - $123,600.00
Benefits
Additionally, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.
Remarkable benefits:
• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance,
travel, entertainment, services and more!)
About the company
Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.
"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”