Claims Customer Experience Team Lead

About Reserv

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike. We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can't wait to meet you.

Location Requirement

Candidates must reside in an eligible U.S. state throughout employment. We are unable to hire candidates residing in California, Alaska, Hawaii, U.S. territories, or outside the United States.

About the role

The Claims Customer Experience Team Lead plays a vital role in supporting the operations of the Customer Experience team at Reserv. The successful candidate will be heavily involved in mentoring team members, process creation, and implementation. They will ensure their team provides exceptional customer service for our clients throughout the claims process. This role requires strong leadership skills, insurance expertise, and a commitment to delivering outstanding, white-glove service.

The ideal candidate has a willingness to help us continuously improve the support function, build and document new processes, and consistently look for ways to streamline their function. In addition, you will collaborate closely with our claims adjusters and leadership to give feedback and identify technology and process improvements.

What you'll do

Provide guidance and information to Team members regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims

Consistently strive to be dependable in achieving or exceeding goals, and overcoming obstacles while focusing on best practices for claims handling, including claim intake.

Align team with client and customer expectations of the claims process

Attract, hire, retain, and provide a high level of new-hire training and coaching of existing team members with the support of the rest of the leadership team

Provide direct reports with accurate mentorship and support by maintaining a thorough understanding of insurance claims processes, regulatory requirements, and industry standards.

Collaborate cross-functionally with other teams, including Claim Operations, Product Operations, and Engineering, to streamline processes

Stay updated on industry trends, emerging technologies, and regulatory changes impacting the insurance claims landscape

Ensure compliance with relevant guidelines and protocols

Foster a positive and inclusive work environment that promotes teamwork, innovation, and a customer-centric culture

Qualifications

In-depth knowledge of insurance claims processes, terminology, and best practices

Bachelor's degree or equivalent experience in insurance or contact center

Strong leadership skills with the ability to motivate, inspire, and develop a diverse team

Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically

Demonstrated problem-solving and critical-thinking abilities, with a focus on delivering exceptional customer service

Strong analytical skills to monitor and interpret performance metrics, identify trends, and drive data-driven decision-making