Claim Concierge Team Lead

Berkley Oneis a modern insurance provider for a modern generation of affluence. We serve clients who live dynamic adventurous lives and expect their insurance experience to match. Our mission is to deliver highly personalized risk and claims management through a blend of expert independent agents cutting-edge digital tools and the strength of theBerkleybrand.

Why Join Us
At Berkley One youll be part of a forward-thinking team thats reimagining personal insurance. Were building solutions that are as sophisticated and agile as the clients we serveindividuals and families who value innovation simplicity and exceptional service. Youll collaborate with passionate professionals leverage modern technology and help shape the future of our industry.

What We Value

• A client-first mindset with a passion for delivering exceptional experiences
• Curiosity creativity and a drive to challenge the status quo
• Collaboration across disciplines to build smarter more intuitive solutions
• Integrity expertise and a commitment to excellence

Join us in creating a new standard in personal insurancewhere protection meets possibility.

#LI-AV1 #LI-hybrid

This role will be based in our Phoenix AZ or Wilmington DE office. We offer a hybrid work schedule with 4 days in the office; and 1 day remote where it makes sense to do so.

The Company is an equal employment opportunity employer.

As our Claims Concierge Team Lead youll be responsible for overseeing the day-to-day operations of the Claims Concierge team. This role ensures the team delivers an exceptional claims experience by supporting insureds and internal claims professionals with efficiency empathy and accuracy. Well trust you to coach and develop team members monitor performance metrics and collaborate with leadership to drive continuous improvement.

What you can expect:

• Culture of innovation teamwork supportive colleagues and leaders willing to invest in talent
• Internal mobility opportunities
• Visibility to senior leaders and partnership with cross functional teams
• Opportunity to impact change
• Benefits competitive compensation paid time off comprehensive wellness benefits and programs employer funded health savings account profit sharing 401k paid parental leave employee stock purchase plan tuition assistance and professional continuing education

Well count on you to:

• Oversee and support the daily operations of the Claims Concierge team ensuring timely and accurate processing of claims-related activities customer inquiries and administrative workflows to deliver a seamless and exceptional claims experience.
• Monitor team performance against KPIs and service standards; report on metrics regularly.
• Train coach and mentor team members to ensure adherence to workflows and service excellence.
• Identify and implement process improvements to enhance efficiency accuracy and customer satisfaction.
• Serve as a point of escalation for complex or sensitive customer inquiries.
• Collaborate with Claims leadership and other departments (e.g. Service Finance) to optimize cross-functional workflows.
• Support staffing and scheduling needs based on volume and service demands.
• Participate in special projects and initiatives as assigned.

What you need to have:

• 2 years of experience in claims operations customer service or related field
• Prior experience in a leadership or mentoring role
• Strong communication and interpersonal skills
• Ability to lead by example and foster a collaborative team environment
• Calm under pressure with excellent organizational and follow-through skills
• Proficient in claims systems and technology platforms preferred (e.g. Cotality CCC Enterprise)
• Strong analytical and decision-making skills
• Natural curiosity and a continuous improvement mindset

What makes you stand out:

• Bachelors degree preferred but not required
• Insurance industry experience preferred