The Team Lead, Claims Customer Advocate is responsible for leading a team of Customer Advocates and Shared Services teammates by monitoring workloads, providing management oversight, and providing technical and customer service direction on claims First Notice Of Loss intake and inquiry calls to ensure Pie is providing optimal claim outcomes and experiences for our customers.  Additionally, this role is responsible for performance management and development of direct reports. The Team Lead will report through the Claims Operations leadership team to achieve team and departmental goals. 

How You’ll Do It

• People Management

• Develop & lead a team of Customer Advocates by ensuring the quality, accuracy, and timely resolution of First Notice of Loss Claim intake and inquiry calls for multiple Property and Casualty lines of business
• Monitor workflows, intake processes, handle time metrics, call volumes, and staff adherence
• Build and promote customer service excellence
• Hire and develop customer advocates by identifying opportunities to grow and strengthen new skills

• Operational Management

• Resolve escalated agent, broker, policyholder complaints and/or concerns
• Develop and manage the daily operational processes for claim intake for multiple lines within property and casualty claims including workforce scheduling and forecasting
• Monitoring call activity to identify opportunities for improvement or resolve problems in real time to deliver exceptional quality and customer service
• Additional project assignments at managers’ discretion.

• Strategic Initiatives

• Establish optimized processes to ensure an industry leading customer experience
• Partner and collaborate with Claims, Compliance, Quality, and L&D teams to foster an environment of continuous improvement
• Create development and improvement strategies for the team by providing direction to leadership on adjustments that support associate and customer satisfaction

The Right Stuff

• 3+ years of call center leadership experience
• 1+ year(s) of varying property and casualty first notice of loss (FNOL) experience
• Comprehensive knowledge of customer contact center and workforce management
• Advanced communication (written, verbal and presentation) skills, to deliver complex information effectively and align people with the needs of the project/team.
• Advanced problem solving skills, to be able to manage complex situations with multiple layers, and resolve to solution anticipating needs now and into the future.
• Intermediate awareness of your own and your team’s tasks, and how it impacts the team and deliverables
• Advanced leadership skills with experience leading large or technical teams through complex deliverables.
• G-Suite Tools, Collaboration tools (Slack is preferred)
• High School diploma or GED required, Bachelor’s Degree preferred

Compensation Range for position: $70,000 - $95,000

#LI-JF1