About the role
Claims Customer Experience Team Lead Claims Customer Experience Team Lead About Reserv Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike. We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges of the claims role sounds exciting, we can't wait to meet you.
About
the role The Claims Customer Experience Team Lead plays a vital role in supporting the operations of the Customer Experience team at Reserv. The successful candidate will be heavily involved in mentoring team members, process creation, and implementation. They will ensure their team provides exceptional customer service for our clients throughout the claims process. This role requires strong leadership skills, insurance expertise, and a commitment to delivering outstanding, white-glove service. The ideal candidate has a willingness to help us continuously improve the support function, build and document new processes, and consistently look for ways to streamline their function. In addition, you will collaborate closely with our claims adjusters and leadership to give feedback and identify technology and process improvements.
What you'll do Provide guidance and information to Team members regarding the claims process, taking any additional steps necessary for the prompt and accurate resolution of their claims Consistently strive to be dependable in achieving or exceeding goals, and overcoming obstacles while focusing on best practices for claims handling, including claim intake. Align team with client and customer expectations of the claims process Attract, hire, retain, and provide a high level of new-hire training and coaching of existing team members with the support of the rest of the leadership team Provide direct reports with accurate mentorship and support by maintaining a thorough understanding of insurance claims processes, regulatory