Customer Service Representative Supervisor - Aspire General Insurance Services LLC

About the role

• Under the supervision of Management, the CSR Supervisor performs the essential functions of the position, which include but is not limited to:

What you"ll do

• Assist in the hiring and training of all claims clerical employees and claims CSRs;
• Develop, or improve training programs for new claims CSRs;
• Evaluate subordinates' performance and administer personnel actions as required in coordination with the Human Resources department.
• Manage a team of claims CSRs, which includes recordkeeping of time and attendance in compliance with company guidelines and state employment regulations.
• Ability to achieve targeted performance goals.
• Provide direction to subordinates;
• Communicate and provide timely notification to the Human Resources Department for all things related to employee attendance, punctuality, or possible leave-related situations;
• Responsible for completing and/or overseeing the following:
• Take incoming phone calls and First Notices of Loss (FNOLs);
• Dispatch appraisals on new claims;
• Review incoming electronic mail or other documents and upload them to the claim system;
• Provide support to the Claim Department;
• Answer incoming calls and department overflow calls;
• Ensure all new claims are set up and assigned to adjuster(s);
• Track, compile, and input statistical data for Company reports including Claim Activity Reports and Underwriting reports;
• Produce grammatically correct and clearly written correspondence including letters, memos, reports, and claim file documentation;
• Provide feedback to Management on process and system improvement initiatives for the department;
• Issue payments for routine expense invoices;
• Assist with ISO Claim-Search submissions;
• (if bilingual) assist with making contact with bilingual customers;
• Run skip traces or DMV requests;
• Request an input vendor W-9s;
• Make telephone calls to vendors, insurance companies, lienholders, etc. to assist adjusters;
• Understand insurance coverages and be able to explain coverage to customers;
• Answer questions from customers regarding their claims and the claim process;
• Comply with state and federal laws, Department of Insurance criteria, and insurance carrier criteria and follow Aspire General Insurance, procedure and work rules;
• Provide timely and thorough documentation for all things related to employee performance, training, recognitions and/or coaching's;
• Ensure the Department has adequate scheduling, including time-off requests, work shift management, etc.;
• Regular and predictable punctuality and attendance;
• Assist claims department by completing special projects including but not limited to assisting with total losses and subrogation, and various clerical duties such as copying, scanning, and data entry;
• Download/upload electronic documents from/to email, other media, and the Claims Management System;
• Other duties as assigned/requested.

Qualifications

• Two plus years of experience in the Property and Casualty insurance industry;
• Must have a clear understanding of insurance industry practices, standards, and terminology;
• Bilingual is a plus;
• Must be able to pass a background check;
• Must have the ability to work in a high-volume, fast-paced environment while managing multiple priorities;
• Must have a disciplined approach to all job-related activities;
• Must have a solid foundation of personal organization, sound decision-making and analytical skills, and strong interpersonal and customer service skills;
• Must have strong keyboard skills as well as proficiency in Windows and MS Office products.

PI254389957