Claims Supervisor (Call Center)

Geico - Houston, TX

Full-time - Mid Level

Houston, TX

5,001-10,000 employees

Insurance Carriers and Related Activities

About the position

The Claims Supervisor is responsible for leading a team of claims adjusters in a call center environment, ensuring compliance with company policies and regulations while delivering excellent customer service. This role involves overseeing daily operations, managing claims processing, and fostering a results-driven atmosphere focused on operational excellence.

Responsibilities

• Supervise, train, and mentor claims staff to ensure optimal performance.
• Conduct performance evaluations, set targets, and provide constructive feedback.
• Handle staff scheduling and workload distribution to maintain operational efficiency.
• Oversee the review, investigation, and settlement of claims within established guidelines.
• Ensure timely and accurate processing of claims in compliance with legal and regulatory requirements.
• Manage escalated or complex claims, providing resolution and support as needed.
• Monitor claims processes to maintain high standards of accuracy and service.
• Implement and maintain compliance with applicable laws, regulations, and company policies.
• Conduct audits and ensure adherence to internal and external standards.
• Serve as the primary point of contact for escalated customer inquiries or disputes.
• Work to improve the customer experience by identifying process improvements and training opportunities.
• Prepare and analyze reports on claims trends, team performance, and operational efficiency.
• Identify areas for improvement and recommend solutions to management.
• Work closely with other departments to resolve issues and improve workflows.
• Participate in the development and implementation of policies, procedures, and training programs.

Requirements

• Bachelor's degree in business administration, insurance, or a related field (or equivalent work experience).
• 3-5 years of experience in claims processing, with at least 1-2 years in a supervisory role.
• Strong knowledge of claims processes, insurance policies, and relevant regulations.
• Excellent leadership, communication, and problem-solving skills.
• Ability to handle confidential information with discretion and integrity.
• Must attain and maintain the required licenses issued by the state insurance department.
• Must be able to learn & apply large amounts of technical and procedural information.

Nice-to-haves

• Leadership and team-building skills.
• Analytical thinking and attention to detail.
• Strong organizational and time management abilities.
• Commitment to delivering exceptional customer service.
• Ability to communicate in a clear, empathic, and professional manner in all communication channels including verbally and digitally.
• Ability to handle difficult conversations and perform well under pressure.
• Ability to follow complex instructions, resolve conflicts, and facilitate resolution.

Benefits

• Premier Medical, Dental and Vision Insurance with no waiting period
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Reimbursement
• Paid Training and Licensures