Lead Claims and Customer Success Representative
Lead Claims and Customer Success Representative
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Job Description
Why This Role
Our clientis seeking a proactive and detailoriented professional to join our operations
team as the Lead Claims and Customer Success in a fulltime onsite role. This role will oversee the endtoend user experience and claims processes ensuring exceptional service delivery and operational efficiency. The ideal candidate will have a usercentric mindset and a strong background in claims management process optimization and customer experience.
Key Responsibilities:
- Design monitor and improve customer journeys across all touchpoints.
Collaborate with various departments (Sales Operations QA) to ensure a consistent and highquality customer experience.
Monitor customer feedback and satisfaction metrics identifying areas for improvement and implementing corrective actions.
Utilize customer data to analyze pain points and optimize the customer experience.
Manage the claims team providing guidance and support to ensure efficient claims
handling.
Develop policies and procedures to streamline claims processing and reduce turnaround times.
Analyze claims data to identify trends reduce risks and improve efficiency.
Leverage data analytics tools to track performance metrics for both CX and Claims functions.
Work closely with the QA team to ensure customer feedback is integrated into quality improvement initiatives.
Collaborate with the CX team to align claims processes with broader customer experience goals.
Lead the CX and Claims teams fostering a customercentric culture.
Set clear goals and KPIs for both functions regularly reviewing and adjusting strategies to meet organizational objectives.
Serve as a key point of contact for escalated customer issues ensuring highlevel concerns are addressed promptly.
Experience Requirement:
- Bachelors or Masters degree in Business or a relevant field.
Proven experience in customer service experience management claims operations or data analysis preferably in the insurance or insurtech industry.
Preferred Skills and Competencies:
- Strong analytical skills with the ability to interpret data and drive strategic decisions.
Proficiency in data analysis tools (e.g. Excel SQL Tableau) to analyze complex datasets.
Excellent communication and interpersonal skills to effectively manage teams and
collaborate across departments.
Problemsolving skills to handle escalations and improve processes.
Leadership experience with a track record of managing crossfunctional teams.
Familiarity with customer experience best practices claims management processes and data analytics methodologies.
Understanding of relevant industry regulations and compliance requirements.
Customerfocused mindset with a commitment to continuous improvement. - Ability to motivate and develop team members fostering a positive and productive work environment.
About Sperton
Sperton is part of Sperton Global a recruitment and consulting company with an international reach. We are committed to helping our clients achieve success in their hiring processes finding the right people for the right positions.
Employment Type
Full Time
