[Hiring] Claims Team Lead @National Guardian Life Insurance Company

Role Description

The Operations Team Lead is responsible for facilitating the team in delivery of optimal daily process performance. This role ensures that team members are fully trained, assigns workload, monitors metrics and recommends improvements needed to enhance the customer experience. Communication, leadership and fostering engagement while providing an exceptional level of service to our customers are key components of this position. The Team Lead actively represents the team on various projects and collaborates with other departments to execute initiatives.

Primary Responsibilities

• Provide day-to-day direction and guidance to Team Members.
• Drive skill enhancement initiatives in the team through knowledge sharing, cross training and rotation.
• Coach team members towards professional development to include overall communication and collaboration with coworkers.
• Provide daily direction and demonstrate advanced communication skills with the ability to adjust communication style and methods to meet training needs of employees with varying abilities and personalities.
• Conduct teambuilding activities during team meetings, and facilitate such meetings when manager is unavailable.
• Actively seek out information to enhance cross functional processes.
• Provide manager with feedback for trainee performance reviews, and assist in interviewing for open positions.
• Foster a workplace environment that is consistent and embodies NGL’s mission, vision, guiding principles, and values.
• Oversee daily optimal staffing levels and manage processes and identify improvements.
• Organizes the work of the team, assigns tasks, sets short-term priorities, monitors all activities and ensures timely and accurate completion of the work.
• Assist in goal setting and measure and communicate the attainment.
• Manage the day-to-day operations of the team, including ensuring service levels are maintained.
• Evaluate and monitor processes or guidelines that do not meet the needs of our customers.
• Identify opportunities for improvement and implement suggestions to resolve needs, including internal processes and procedures, requirements, forms, workflow processes and other programs.
• Collaborate with other teams and departments to review and update processes and procedures, including suggestions for training or other tools that improve daily processes.
• Prepare, analyze and interpret reports and formulates conclusions.
• Monitor and notify team of queue statuses and Key Performance Indicators.
• Maintain staffing models by leveraging capacity to address service needs and keep direct Manager informed.
• Complete other assigned projects and tasks by agreed upon due date.
• Develop and coordinate/facilitate training, and provide ongoing coaching for new and existing team members.
• Train all new hires on processes and procedures and ensure they are being followed.
• Create and manage department training material, as well as documentation of product variations and processes for handling special situations.
• Develop and conduct training sessions and workshops.
• Through quality assurance and internal audits, identify opportunities for additional coaching and/or training.
• Provide advanced and friendly support to peers and customers, conveying sensitivity and professionalism in all communications.
• Take escalated cases when they are presented, and be solution-driven in response.
• Perform standard customer service duties to assist team in achieving service goals.
• Advise team supervisor of potential concerns, training opportunities and trends as they are discovered, and make recommendations to resolve the concerns.
• Authorize minor exceptions (i.e. overnighting or expediting) when needed to ensure exceptional customer service.

Qualifications

• Strong initiative with the ability to work under minimal supervision, exercise good judgment, and creatively solve problems or issues.
• Solution driven with strong critical thinking skills.
• Excellent oral and written communication skills that convey confidence, including the ability to appropriately coach team members.
• Advanced customer service skills and ability to convey professionalism, flexibility and empathy in all interactions.
• Strong interpersonal skills with the ability to facilitate and lead new hire or procedural training.
• Collaborative, inclusive approach with other leaders and team members that possess diverse backgrounds and work styles.
• Passionate about customer centricity and continuous improvement.
• Advanced knowledge of products administered by NGL.
• Strong ability to learn new things quickly and adeptly handle issues that arise, even when unfamiliar.
• Excellent organizational skills and strong attention to detail.
• Ability to manage multiple assignments and projects with minimal supervision.
• Exercises consistent judgment and discretion with work directly related to management policies and the general operations of the business.
• Intermediate knowledge of policy administration systems and computer software programs.

Requirements

• Minimum Requirements: High School diploma or GED.
• Preferred: LOMA 280 and 290 with ACS.
• Minimum Requirement: A minimum of three years related experience.
• Preferred: A minimum of two to three years of NGL experience preferred.

Benefits

• 20 days of Paid Time Off growing to 25 days after 5 years.
• 11 Paid Holidays (10 company holidays and 1 personal holiday of your choice).
• Health care, dental and vision plans.
• Up to $1,500 (Family) or $1,000 (Single) annually towards a Health Savings Account.
• Annual bonus based on company performance.
• Paid Parental Leave.
• 401(k) match up to 9%.
• Paid Sabbatical after 8 years.
• Paid Volunteer Time.
• Education Assistance Program.
• Employee Recognition Program.
• And much more!