Customer Service Advocacy Team Lead

Customer Service Advocacy Team Lead

Our teams connect! We collaborate onsite and have a hybrid work arrangement. All candidates must live near one of our centers of excellence:

Orlando, FL : 12650 Ingenuity Dr Orlando FL 32826

Eden Prairie, MN : 11000 Prairie Lakes Drive Eden Prairie, MN 55344

Dublin, OH : 5500 Glendon Court Dublin OH 43016

New Albany, OH : 7795 Walton Parkway New Albany, OH 43054

Memphis, TN : 8125 Sedgwick Way, Memphis TN 38125

PRIMARY PURPOSE :: To supervise a team of examiners for disability/leave claims for clients and monitor team's workload; to provide technical/jurisdictional direction to examiner reports on claims adjudication; to train, organize, develop, and deliver a quality service culture curriculum to claims examiners ensuring high quality training is delivered to support internal and external client needs; and to monitor calls to determine customer call quality and effectiveness of customer contact response and interactions.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Identifies and advises management of trends, problems, issues, and recommended course of action; informs management of new procedures and ideas for continuous process improvement.
• Develops and conducts training to address examiners' needs.
• Reviews calls to evaluate claim examiners to ensure performance meets established service culture curriculum policies, standards and guidelines; provides verbal and written feedback, as well as coaching and development to management and examiners to promote improvement.
• Maintains and supervises Advocate Response Team (ART), providing leadership, direction, and support; monitors team's daily performance.
• Provides technical/jurisdictional direction to examiner reports on claims adjudication.
• Monitors workloads and status; supports colleagues by providing advice on handling complex issues; and identifies and resolves problems and issues.
• Communicates with clients in a professional manner, promoting a quality service culture.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).

SUPERVISORY RESPONSIBILITIES

• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
• Assists with interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
• Provides support, guidance, leadership and motivation to promote maximum performance.

QUALIFICATIONS

Education & Licensing

Bachelor's degree from accredited college or university preferred. Licenses as required. Professional certifications as applicable to line of business preferred.

Experience

Six (6) years of claims experience or equivalent combination of education and experience required. Two (2) years of supervisory experience in the insurance claims industry preferred.

Skills & Knowledge

• Knowledge of disability/FMLA plan eligibility, coverage and benefits
• Excellent oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Outstanding customer service skills
• Analytical and interpretive skills
• Strong organizational skills
• Good interpersonal skills
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental : Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical : Computer keyboarding, travel as required

Auditory/Visual : Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is $57,000-$60,000 annual salary. A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.