Interim - Claims Service Center Supervisor CSC

Description

The Interim Claims Service Center Supervisor is a 6-month assignment. This position provides day-to-day leadership for Claims Service Center representatives. This role is responsible for creating a strong claims experience by coaching and developing employees, monitoring service and operational performance, and ensuring accurate and timely first-report-of-claim handling. 

 

The supervisor balances people leadership with real-time operational needs, including staffing and call coverage, quality monitoring, complaint resolution, and adherence to established claims procedures. This is an opportunity for a strong people leader to build leadership experience while supporting a fast-paced, customer-focused operation. 

 

This position requires flexibility to work a rotating schedule that may include days, evenings, weekends, and holidays based on business needs. 

 

Key Responsibilities:

 

Lead and Develop the Team 

• Provide direct supervision, coaching, and day-to-day support to Claims Service Center representatives. 

• Set clear expectations and provide ongoing feedback to help employees strengthen performance and deliver a consistent customer experience. 

• Support employee training and development and reinforce established processes, policies, and service expectations. 

• Manage individual performance through regular coaching, performance discussions, formal evaluations, and corrective action when appropriate. 

• Support hiring, onboarding, training, and development of team members. 

Drive Customer Service and Claims Quality 

• Ensure first reports of claims are handled accurately, promptly, and in accordance with established claims procedures and guidelines. 

• Monitor live and recorded calls to assess quality, accuracy, customer service, and adherence to company procedures. 

• Review case creation and other work products to identify opportunities for coaching and improvement. 

• Monitor responsiveness to customer inquiries and become involved when additional support or escalation is needed. 

• Investigate and help resolve customer concerns and complaints originating within the unit. 

Manage Daily Operations 

• Organize workflow and employee coverage to maintain appropriate customer service levels throughout the day. 

• Monitor call volume and adjust staffing and telephone coverage to meet changing business needs, particularly during peak periods. 

• Review productivity and operational results and address trends that could affect service, quality, or team performance. 

• Coordinate desk and telephone coverage to ensure continuity of service. 

Support Process and Operational Improvements 

• Help implement new and revised policies, procedures, and operational practices. 

• Monitor team adherence to process and procedural changes. 

• Partner with appropriate technology and support teams when system issues, upgrades, or operational needs arise. 

• Support basic system troubleshooting and escalate technical issues to the appropriate teams when necessary. 

• Perform additional duties and projects as assigned. 

What Success Looks Like 

 

A successful Interim CSC Supervisor: 

• Leads with a strong focus on both employees and customers. 

• Coaches in the moment and helps employees understand how their work affects the customer experience. 

• Uses quality and operational results to identify trends and take action. 

• Remains composed and decisive in a high-volume, fast-paced environment. 

• Balances employee development with the day-to-day needs of the operation. 

• Communicates expectations clearly and holds the team accountable while providing appropriate support. 

• Builds strong partnerships across Claims and supporting teams. 

Qualifications

• Bachelor's degree or equivalent training required, plus at least 2-3 years of directly related insurance experience  

• Prior claims or supervisory experience strongly preferred 

• In-depth knowledge and working interpretation of all coverages and contracts impacting department is essential 

• Must have solid working knowledge of all functions of the Customer Service Representative Claims positions as well as a strong knowledge of various operations within the Claims department