[Hiring] Claims Manager @The Hanover Insurance Group

Role Description

Our Customer Care Team is currently seeking a Unit Manager. This is a remote Full-time/Exempt role. This role is 11:30 am to 8:00 pm EST with one Saturday shift per month.

Responsible for daily oversight of the unit, manage and lead team of employees, and build a highly engaged workforce to achieve the key business strategies of the organization through effective call center claims processing. Demonstrate the knowledge and skills to deliver effective performance management, communication, relationship building, decision making, and customer service. Responsible for assessing the present and future resource needs for employees and provide the leadership, mentoring and guidance necessary to build and sustain a high performing workforce.

In this role, you will:

• Ongoing activities associated with work product quality.
• Accountable for delivering service levels through call sampling, live listen and other methods, monitor and assess employee performance to ensure thoroughness, accuracy, speed and proper escalation.
• Provide feedback and take appropriate action.
• Track and monitor customer surveys to ensure employees are providing exceptional service.
• Solicit and act on internal customer feedback on escalated claims.
• Accountable for monitoring and controlling expenses related to process and kick start activities.
• Manage according to established expense, reserve and settlement authority levels.
• Responsible to monitor volume and business plans, make timely staffing recommendations within established models and participate in identifying the ideal candidate.
• Responsible to identify and provide developmental opportunities through coaching, mentoring and various training programs as part of a personal and professional development program.
• Recognizes opportunities for technical skill development and responds by providing daily teaching and training through just in time feedback.
• Work with employees on performance management by setting cascading goals, giving and receiving feedback, documenting and delivering performance reviews, addressing performance issues, creating and implementing development plans while conforming to policies and other internal procedures.
• Responsible for salary administration recommendations that are directly linked to individual performance.
• Utilizes technology and talent management to increase efficiency and scalability to support corporate growth and service initiatives.
• Daily oversight of resources, workflow and processes.
• Direct day to day operations which include tracking measures, analyzing reports, reinforcing goals.
• Develop, recommend and implement continuous improvement initiatives which may result in cost effective enhancements in quality and service.
• Builds positive relationships with internal/external customers to accomplish organizational goals.
• Identify key issues and communicate to the proper audience in an appropriate and timely manner.
• Act as an expert resource for direct reports, other teams, business units and claims leadership.
• May lead or participate in initiatives that support claims strategies and financial goals.

Qualifications

• Bachelors degree with related claims experience.
• Effective problem solver, who anticipates issues, seeks out and analyzes information collaboratively to propose solutions. Takes ownership for a successful resolution.
• Anticipates needs of the customer and takes a proactive approach to ensure they are met.
• Hires and develops the right people in the right place at the right time to deliver exceptional claim handling results and quality service.
• Able to multi-task and reprioritize.
• Effectively and creatively utilizes all resources (systems, people, etc.) to manage daily operations.
• Strong people management skills, effective at coaching and motivating staff. Serves as a role model in building effective relationships.
• Possess advanced claims technical knowledge combined with the ability to teach.
• Excellent communicator; communicates frequently in a clear, concise manner.
• Able to understand and articulate claims operations in a way that drives and achieves team(s) results.
• Supervisory experience preferred but not required.
• Proficient using MS Word and Excel and have good typing ability.
• Ability to use a personal computer and other standard office equipment.
• Ability to operate a motor vehicle.
• Ability to travel as necessary.
• Ability to sit and/or stand for extended periods (75%-90%).

Benefits

• Medical, dental, vision, life, and disability insurance.
• 401K with a company match.
• Tuition reimbursement.
• PTO.
• Company paid holidays.
• Flexible work arrangements.
• Cultural Awareness Day in support of IDE.
• On-site medical/wellness center (Worcester only).

Career Development

It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.