Claims Team Lead – Texas Team

Job Description:

• Provide day-to-day direction and guidance to Team Members
• Drive skill enhancement through knowledge sharing, cross training and rotation
• Coach team members toward professional development
• Provide daily direction and adapt communication methods to employee training needs
• Conduct teambuilding activities and facilitate team meetings when the manager is unavailable
• Seek information to enhance cross-functional processes
• Provide feedback for trainee performance reviews and assist with interviewing
• Oversee staffing levels, organize team work, assign tasks, set priorities, and monitor activities
• Manage day-to-day team operations and maintain service levels
• Identify and implement improvements to processes, procedures, forms, workflows and programs
• Collaborate with teams and departments to update processes and procedures
• Prepare, analyze and interpret reports and formulate conclusions
• Monitor queue statuses and Key Performance Indicators
• Maintain staffing models and communicate with the direct manager
• Develop and coordinate training, train new hires, and provide ongoing coaching
• Create and manage training materials and documentation for product variations and special situations
• Develop and conduct training sessions and workshops
• Identify coaching and training opportunities through quality assurance and internal audits
• Provide advanced customer service and handle escalated cases
• Perform customer service duties to assist with service goals
• Advise supervisors of concerns, training opportunities and trends
• Authorize minor exceptions such as overnighting or expediting
• Complete assigned projects and tasks by agreed-upon due dates

Requirements:

• High School diploma or GED
• Minimum of three years related experience
• 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
• Advanced customer service skills
• Strong interpersonal skills and ability to facilitate and lead training
• Collaborative, inclusive approach
• Advanced knowledge of products administered by NGL
• Ability to learn new things quickly and handle unfamiliar issues
• Excellent organizational skills and attention to detail
• Ability to manage multiple assignments and projects with minimal supervision
• Consistent judgment and discretion related to management policies and business operations
• Intermediate knowledge of policy administration systems and computer software programs

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
• Employee Resource Groups
• Professional and personal development opportunities
• Comprehensive Total Rewards package
• Competitive base pay