Supervisor, Water Mitigation

Description

Who Is Accuserve:

Accuserve is a Managed Repair Experience Company, unifying and humanizing the experience for people simply trying to take care of the things they treasure most. As an integrated community of claims and restoration experts, we're redefining how smart, unified, and human the experience can be to fix what matters most to people in extreme times of need. We are builders, innovators, community leaders, facilitators, connectors, dreamers, keepers, mothers, fathers, sisters, and brothers. We're human too and know what it means to take care of you and your property.

Job Summary:

The Supervisor, Water Mitigation is responsible for the day-to-day supervision of Accuserve Interior division, Claims Representatives, Analyst and Examiners within an assigned unit to ensure the proper handling of claims and the daily management functions of staff ensuring they are managing claims in accordance with the established claim guidelines and procedures from carriers and Accuserve. The Supervisor, Water Mitigation also assists in providing insureds, and other persons involved the best claim service providing worldclass customer service experiences.

General Responsibilities:

• Review, triage and assign new losses to unit
• Monitor claim files and reports to ensure adherence to company claim procedures and guidelines
• Provide guidance on coverage and loss handling
• Accurately review, investigate, negotiate and settle assigned claim files
• Provide the authorization for assessing and settlement of claims, which exceeds the Claim teams authority
• Make recommendations to the Manager on files that exceed supervisor authority
• Review and revise reports as appropriate
• Provide follow up, coaching, feedback to 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
• Ensure staffing levels are appropriate to support SLA and carrier metric requirements
• Managing high performance teams throughout the full employment life cycle including but not limited to performance management, training and development, coaching and feedback, recruiting and retention, termination, etc.
• Manage large commercial claim losses
• Process desk reviews at client’s request
• Handle escalated claim/call situations
• Create and produce reports for clients and senior management
• Monitor employee metrics and use metrics 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
• Ensure, support and follow carrier, Accuserve SOP and policies and procedures
• Accurately 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
• Perform follow-up in accordance with documented and/or stated guidelines
• 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.
• Other duties as assigned
• Job ID: INDACSJ

Requirements

Minimum Qualifications:

• High School Diploma or GED equivalent, required. 
• Previous leadership experience preferred
• Previous experience working in a high volume customer service center required
• 3 to 5 years of Property and Casualty Insurance claims experience required
• Ability to work overtime or flex schedules during high volume and CAT Events is required
• Ability to problem-solving and use critical thinking <