Job details

Member Advocate Team Lead

About the role.

The Member Advocate Team Lead will lead a team of Member Advocate professionals in assisting members and helping guide them through the Claims process. They will ensure the team is providing outstanding customer service, meeting our high standards of accuracy, efficiency, service and regulatory compliance.

What you’ll do.

Coaches, mentors, builds morale and provides necessary training to Unit members.
Demonstrates and encourages the Unit to offer and implement creative solutions to customer issues.
Proactively identifies and escalates opportunities to improve operational, cost and customer service effectiveness.
Implements and monitors processes and performance standards.
Achieves optimal productivity through monitoring and managing workload, staffing, training needs, and addressing all opportunities found.
Ensure regulatory and company best practice compliance is embedded in all processes and procedures.
Conducts periodic quality reviews of the Unit and other adjusters’ claims, as necessary to ensure compliance and to identify opportunities seeking continuous improvement.
Handle escalated claim or service issues.
Directly manage Member Advocate Unit members who:
- Processes transactions in claim and policy administration system, inputs claim data for reporting purposes.
- Handle and resolve small, noncomplex first and 3rd party claims and respond to inquiries involving members, agents and vendors (independent adjusters/appraisers, salvage rental car agencies.
- Determine coverage, damages reserve and resolve claims in a timely manner.
- Appropriately manage vendor activities.
- Collaborates well with staff to ensure efficient and quality customer interactions resulting in complete member and agent satisfaction.
- Must be a team player who is a self-starter, has a sense of urgency, and looks for process improvements.
- Responds to member and agent inquiries via telephone, email and mail making it easy to do business with Privilege Underwriters Inc.

What we’re looking for.

Three + years of direct Property and Casualty experience in auto and/or property claims handling demonstrating technical proficiency.
A Bachelor’s degree or equivalent experience is required.
Prior experience in a fast paced environment where multitasking and organizational skills are required.
Experience within the high net worth industry a plus.
Demonstrated progression of increasing responsibility.
Demonstrated solid problem solving skills.
Ability to demonstrate integrity, exhibit leadership skill and enthusiasm, and establish trust and credibility.
Strong interpersonal and communication skills.
Ability to be creative and adaptable in a changing business environment.
Sound, balanced and timely decision making skills.
Knowledge of Microsoft Office Suite as well as other business-related software.
Completion of insurance designation(s) a plus (e.g. SCLA, AIC, CPCU)

PURE Insurance Glassdoor Company Review

4.2