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Claims Customer Experience Manager



Customer Service
Atlanta, GA, USA
Posted on Wednesday, August 9, 2023

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 in claims sounds exciting, we can’t wait to meet you.

About the role

The Customer Experience Manager plays a vital role in overseeing and managing the operations of the Customer Experience team at Reserv. The successful candidate will be heavily involved in hiring, process creation, and implementation as we build out the team. They will ensure their team provides exceptional customer service for the policyholders of a high-profile client in the transportation space throughout the claims process. This role requires strong leadership skills, insurance expertise, and a commitment to delivering outstanding, white glove service.

Reserv is not like other TPAs. We pride ourselves on leveraging technology to create an exceptional experience for all involved parties in the claim process. Our CX team will be the face of our business and as such it is critical that the CX Manager fosters a culture obsessed with the customer experience, innovation, and continuous improvement. This is an exciting opportunity to build a Customer Experience team at a rapidly-growing insurtech.

Who you are

  • Highly motivated and growth-oriented. You're excited by the prospect of building a tech-driven org as an early CX hire.
  • Passionate CX professional. You care deeply about the customer and their experience.
  • Empathetic. You exercise empathy and patience towards everyone you interact with.
  • Sense of urgency at all times, balanced with the ability to be detail oriented.
  • Creative. You challenge existing assumptions and find creative solutions to problems.
  • Curious. You want to know the whole story so you can make the right decisions early and be decisive when it counts.
  • Anti-status quo. You don’t just wish things were done differently, you action on it.
  • Communicative. You understand the importance of every communication channel, where it be phone, chat, or email
  • And did we mention, a sense of humor.

What we need

We need you to do all the things typical to the role:

  • Collaborate with HR and participate in the recruitment and onboarding of new team members, ensuring the right talent is hired and effectively integrated into the CX team
  • Develop and maintain a deep understanding of insurance claims procedures, regulations, and best practices to provide accurate guidance and support to your direct reports
  • Lead and manage a team of Customer Experience Specialists, providing guidance, coaching, and support
  • Develop and deliver training programs to enhance the technical skills, insurance knowledge, and customer service capabilities of the team
  • Conduct regular performance evaluations, provide constructive feedback, and identify training and development opportunities to enhance the skills and knowledge of the team
  • Serve as the primary point of escalation for complex customer issues, demonstrating high-level problem-solving skills, and a commitment to achieving timely resolutions
  • Monitor and analyze key performance indicators (KPIs), such as customer satisfaction ratings, first-call resolution, and average handle time, and implement strategies to drive continuous improvement
  • Identify areas for process improvement and implement solutions to enhance customer experience, efficiency, and productivity
  • Collaborate cross-functionally with other teams, including Claim Operations, Product Operations, and Engineering to streamline processes
  • Stay updated on industry trends, emerging technologies, and regulatory changes impacting the insurance claims landscape
  • Ensure compliance with relevant guidelines and protocols
  • Foster a positive and inclusive work environment that promotes teamwork, innovation, and a customer-centric culture
  • In-depth knowledge of insurance claims processes, terminology, and best practices
  • 5-7 years minimum of leadership experience in a contact center or on a CX team
  • Bachelor's degree, or equivalent experience in insurance or contact center/CX team management are a plus
  • Proven experience in contact center management or a similar leadership role within the insurance industry, preferably in claims
  • Proficiency using contact center technologies and relevant software applications
  • Excellent communication skills, both verbal and written, with the ability to explain complex concepts clearly and empathetically
  • Strong leadership and team management skills, with the ability to motivate, inspire, and develop a diverse team
  • Demonstrated problem-solving and critical-thinking abilities, with a focus on delivering exceptional customer service
  • Strong analytical skills to monitor and interpret performance metrics, identify trends, and drive data-driven decision-making
  • Empathy, patience, and resilience to handle challenging customer interactions and navigate complex claim scenarios
  • Excellent organizational and time management skills to effectively prioritize tasks, meet deadlines, and drive results
  • Commitment to continuous learning and staying updated on industry trends, emerging technologies, and regulatory changes impacting the insurance claims process
  • Generous health-insurance package with nationwide coverage, vision, & dental
  • 401(k) retirement plan with employer matching
  • Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
  • Generous family leave policy
  • Work from anywhere to facilitate your work life balance paired with frequent, regular corporate retreats to build team cohesion, reinforce culture, and have fun
  • Your choice of Windows or Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!

At Reserv, we value diversity and believe that a variety of perspectives leads to innovation and success. We are actively seeking candidates who will bring unique perspectives and experiences to our team. We welcome applicants from all backgrounds and encourage those from underrepresented groups to apply. If you believe you are a good fit for this role, we would love to hear from you!