Experienced Claims Customer Service Manager – Leadership Role in Richmond, VA at arenaflex

At arenaflex, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. We apply that same compassion and empathy as we work with each other and our local communities, arenaflex values all perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for all associates. We also invest in the vitality of our local communities through grants from the arenaflex Foundation, event sponsorships, and employee volunteerism. Our four values guide our strategy, our decisions, and our interactions: -

Make it human.

We care about the people that make up our customers, colleagues, and communities. -

Make it about others.

We do what’s best for our customers and collaborate to drive progress. -

Make it happen.

We work with intention toward a common purpose and forge ways forward together. -

Make it better.

We create fulfilling purpose-driven careers by learning from the world and each other.

Job Summary:

arenaflex is seeking an experienced Claims Customer Service Manager to lead a team of customer service representatives in delivering world-class service to our policyholders. As a key member of our Operations team, you will play a crucial role in developing and maintaining an excellent service culture, ensuring that all department phone service and transaction metrics are met or exceeded. You will motivate and energize the team, coach and develop individual team members, and collaborate effectively with peers.

Key Responsibilities:

- Manage a team consisting of 12-15 associates tasked with providing exceptional phone and transaction-based customer service, cultivating an environment of inclusiveness within the team. - Oversee the operation of a call center team to include setting performance metrics and team goals as well as ensuring the achievement of those metrics through effective management. - Communicate effectively with employees to provide coaching and feedback, identify development opportunities pertaining to personal and professional growth, and reinforce positive results. - Drive individual and team accountability, motivate and manage team to meet and exceed service goals and increase productivity, with the result of delivering quality service efficiently. - Implement activities that drive employee engagement and support the desired company culture. - Act as point of contact for the team in handling escalated situations, providing feedback, and identifying process improvements to improve customer experience. - Drive quality phone service by being involved in call quality (SQM) initiatives. - Coach for results using daily, weekly and monthly reports from surveys and feedback. - Collect and analyze data to maximize resource efficiency through scheduling and work allocation, monitoring past trends, applying knowledge of future events and understanding of capacity model data. - Develop and maintain partnerships with training, quality, compliance, legal, and other areas to reinforce system, departmental, and administrative procedures. - Promote a sense of teamwork within the team and company. - Acquire, maintain, and enhance product and technical knowledge to provide World Class Service to all customers he/she interacts with (internal and external) - Work with leadership to understand business strategy, direction, tactical and strategic requirements and recommend process improvements as appropriate. - Other duties and/or special projects as assigned. - Provide recognition and celebrate successes.

Requirements:

- Demonstrated ability to build and lead a strong motivated team by providing guidance, feedback and day to day direction for associates - Excellent collaboration skills - Proven ability to influence, negotiate and communicate with internal and external customers through verbal and written formats - Ability to interpret data and analyze trends on inventory/capacity/service levels - Demonstrated effective coaching and feedback skills

Nice to Have:

- Bachelor's Degree or a minimum 4+ years prior leadership experience - Prior leadership experience in a contact center environment, specifically Claims contact center - LOMA, AHIP, or other Insurance Industry designation

What We Offer:

- Competitive Compensation & Total Rewards Incentives - Comprehensive Healthcare Coverage - Multiple 401(k) Savings Plan Options - Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!) - Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave - Disability, Life, and Long Term Care Insurance - Tuition Reimbursement, Student Loan Repayment and Training & Certification Support - Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management) - Caregiver and Mental Health Support Services

Compensation:

The base salary pay range for this role starts at a minimum rate of $58,800 up to the maximum of $102,500. In addition to your base salary, you will also be eligible to participate in an incentive plan. The incentive plan is based on performance and the target earning opportunity is 10% of your base compensation. The final determination on base pay for this position will be based on multiple factors at the time of this job posting including but not limited to geographic location, experience, and qualifications to ensure pay equity within the organization.

Location:

Richmond, VA

How to Apply:

If you are a motivated and experienced leader looking to make a difference in the lives of our policyholders, please apply for this role today! Apply for this job