Job Summary:- The Team Leader is responsible for leading a complex and occasionally highly complex claim service process and/or directing the work of typically five to ten nonexempt, customer-facing staff. The individual supports the implementation of complex and occasionally highly complex operational initiatives that enable the achievement of Claim, Discipline, or Company business objectives.Key Responsibilities:- Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns, conflicts, or issues-- Summarizes documents and enters into claim system notes-- Documents a claim file with notes, evaluations, and the decision-making process-- Manages multiple complex and occasionally highly complex work assignments with limited guidance provided-- Administers company Human Resources policies, seeking input from more experienced Team Leads or other leaders as necessary-- Gathers, analyzes, and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex informationSupervisory Responsibilities:- This job does have supervisory duties- Preferred Qualifications:- Education and Experience- Bachelor's Degree or equivalent-- 3 or more years of experience (preferred)-- In lieu of the above education requirements, an equivalent combination of education and experience may be considered-- Call Center experience (preferred)-- Insurance industry knowledge (preferred)- Certificates, Licenses, Registrations- No Certification, License, or Registration is required for this job.- Functional Skills- Applies advanced knowledge of insurance policy, coverage, and regulation-- Applies advanced knowledge of claim processes, policies, procedures, claim systems, coverage, liability, damage estimating, and/or settlement, and adherence to applicable legal compliance standards-- Applies advanced knowledge of analytical procedures to reconcile, manipulate, & recognize patterns of data-- Applies advanced knowledge of problem-solving and preparation of complex reports for analysis-- Applies advanced negotiation and/or arbitration skills-- Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships-- May work within complex and occasionally highly complex assignments requiring specialized knowledge in breadth and/or depth in area of expertiseIntegon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.
