Claims Manager
- Employer
- Residential Warranty Services
- Location
- Carmel, Indiana
- Salary
- Not Specified
- Posted
- Feb 26, 2017
- Closes
- Mar 26, 2017
- Ref
- 2714916874#GIJ--J2CBackfill.1
- Category
- Claims
- Job Type
- Not Specified
- Career Level
- Not Specified
Job DescriptionThe Claims Manager is responsible for management of the daily workflow and the leadership of the 1 Year Warranty Department. This is largely a group of Claims Customer Service Representatives inputting new warranty orders into the database and processing claims. Thisrole requires an experienced individual with strong supervisory skills with the authority to ensure and comply with the claims policy and standards, providing Tier 2 Escalation support on complex claims and special projects. Communicate with and educate staff regarding policy provisions. In additionto the day-to-day supervision of the claims staff, this manager will work with the Company Director and operations team to improve decision-making processes and training. The supervisor must be able to assist the management team within the claims department in leading change and promoting a positive team attitude and be able to effectively respond to unexpected changes or demands. Essential Functions and Duties and Responsibilities: 1. Responsible for answering the telephone and direct incoming calls to the appropriate party. 2. Performs basic customer service function. 3. Performs data entry. 4. Performed general administrative duties and related tasks. Provide general office support with a variety of clerical activities and related tasks, including photocopying, faxing, and mailing. 5. Prepare documents and update databases. Assist in maintaining electronic and hard copy filing system, retrieve documents from filing system, prepare and modify documents including correspondence, reports, and emails. 6. Responsible for taking home warranty orders via phone, online, and fax & inputting the claims into claims management database. 7. Responsible for taking claims from policyholders via phone & dispatch claims to contractors or service providers. 8. Responsible for compiling new warranty packets and for mailing, faxing, and e-mailing to customers as required. 9. Responsible for assisting with monitoring claims cost and actively working towards reducing the claims cost and claims ratio. 10. Oversees customer issues and ensure effective and long-term problem resolution. 11. Maintains in-depth working knowledge of RWS systems and processes. 12. Provides feedback to the company regarding service failures or customer concerns. 13. Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes. 14. Assists Customer Service Representatives and Account Managers in troubleshooting orders that require special handling. 15. Responds to customer inquiries and problem solving in a professional and effective fashion. 16. Acts as a resource in resolving customer issues brought to the Department by utilizing excellent RWS process knowledge and strong skills in negotiating and selling. 17. Assisting with overseeing incoming problems/complaints and respond to consumer affairs (complaints). 18. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include safety, interviewing, hiring and training employees; planning, assigning and directing work; tracking attendance; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 19. Directs staffing, training and performance evaluations to develop and improve the customer service function. Knowledge and Skills: 1. Ability to communicate by phone, in person, or through correspondence. 2. Possess a thorough understanding of all applicable policies and procedures. 3. Possess a willingness to learn. 4. Ability to perform duties with minimal direction. 5. Requires effective oral and written communication skills, excellent interpersonal skills, and computer literacy. Performance Standards: 1. Maintain regular work schedule. 2. Maintain good rapport with clients. 3. Maintain good communication with co-workers. 4. Maintain good communication with management. 5. Perform job with a minimum number of errors. Education and Work Experience: 1. Associate degree or Bachelor s degree in related field. 2. Experience in customer service management, claims management, call center management, or related discipline. 3. Any similar combination of education and experience. Preferred Education and Work Experience: 1. Mechanical Technical Knowledge of HVAC, plumbing, electrical, and kitchen appliance. 2. Five years of experience in a management. Company DescriptionResidential Warranty Services, Inc. ("RWS") has been a part of the real estate community since 1988. There are has two divisions of Residential Warranty Services- the first division is RWS Warranty, which offers home warranties nationwide, supplying a service plan that is advantageous to both buyers and sellers, while keeping policies simple and straight forward. The second division is Inspector Services Group ("ISG"), which offers services to Home Inspectors nationwide and in Canada, helping Home Inspectors to provide a better home inspection, decrease liabilities, and increase home inspection values with a menu of optional add-on services. Mission Statement: We make the buying and selling of Real Estate easier, more efficient and, within the transaction we reduce or limit the liability for any and all parties. Company Statement: At Residential Warranty Services, Inc., we strive to build a diverse work force through equal opportunity employment that embraces and leverages the differences each individual has to offer. This job description is only a summary of the typical functions of the job and not intended to be an exhaustive list of all job responsibilities, tasks and duties. Equal Opportunity Employer M/F/D/V