Retailer Claims Team Lead

SUMMARY

Provides day-to-day support to a team of Retailer Claims Specialists, including helping prioritize workload, offering coaching and guidance, and handling escalations.

Conducts quality checks through phone observations and claim reviews.

Shares performance reporting and supports Retailer Claims management with performance tracking.

Works together with Retailer Claims management to identify and propose solutions to department process and system opportunities.

Serves as Claims policy and procedure (P&P) subject matter expert (SME) and supports Subaru of America (SOA) headquarters and field staff contacts.

PRIMARY RESPONSIBILITIES



* Provides day-to-day, direct support and coaching of a team of Retailer Claims Specialists and Sr.

Retailer Claims Specialists.


* Prioritizes daily workload of Retailer Claims Specialists according to factors such as volume, priorities, attendance, and Specialist knowledge and experience.

Assigns tasks to Specialists accordingly.


* Monitors the quality of work of the Retailer Claims Specialists through phone observations and claim reviews to identify opportunities for appreciation and coaching.

Rates and reviews performance of Retailer Claims Specialists and partners with Retailer Claims management to use this information for the annual performance process.


* Serves as liaison and claims subject matter expert to Subaru of America (SOA) internal and Field staff (including Customer Advocacy, District Parts/Service Managers, Regional Parts/Service Managers, District Service Quality Managers, etc.) offering timely and accurate support and fostering partnership across the field and HQ.

Uses relationship-building to understand how Retailer Claims can effectively work with and assist other groups as well as establish a positive retailer and claims experience.


* Partners effectively with Retailer Claims management to proactively identify and escalate opportunities and solutions with Claims systems, processes, training and resources based on claim and call activity trends.


* Supports Retailer Claims management with mid-year and annual reviews for Retailer Claims Specialists.


* Supports Retailer Claims management with career development of Retailer Claims Specialists.


* Manages workforce management, adherence, attendance, lunch, and scheduling for the Claims Helpline phone team.


* Monitors retailer claim submissions for date changes, discrepancies, and any possible fraudulent activities.

Reviews any findings with Retailer Claims management for follow-up.

ADDITIONAL RESPONSIBILITIES



* Serves as one of our primary claims trainers for field and retailer training.


* Supports Retailer Claims management with evaluating and interviewing Retailer Claims candidates.

QUALIFICATIONS



* Bachelor's Degree required Or H.S.

Diploma and equivalent experience in lieu of degree required


* At least 6-8 years of relevant claims, service, or retailer/automotive work experi...