AVP - Claims Customer Experience

Job Responsibilities and Requirements

The AVP – Claims Customer Experience is responsible for ensuring a superior service experience within all aspects related to the Customer Care Center and Claims Service Liaison interactions. This role will be responsible for the Customer Care Center operation (CC Center), Claims Service Liaison (CSL) team, the Claims Operation Practice Leader (COPL), as well as the Payroll Specialist team (PS team).  Their primary focus will be on ensuring the successful delivery of a superior service experience across all groups, as well as strategically positioning the Claims Service group for future growth, enhancements, and changes to meet the dynamic nature of a best-in-class service experience. 

Responsibilities

• Ensure the achievement of established departmental goals and objectives related to the CC Center, CSL, COPL, and PS teams. The goals include established service measurements, quality and production, as well as non-claims related responsibilities.
• Ensures compliance with all FMLA and disability process, compliance and customer requirements where applicable.
• Accountable for all team metrics related to production, quality, service and performance guarantee metrics where applicable.
• Ensure that performance requirements and core competencies are communicated and satisfied at all levels within the department through clear, consistent communication.    Ensure that differences in information dispersed is presented in positive light.
• Ensure changes in Licensing,
• Identify and develop improvement opportunities to enhance service and performance capabilities.
• Evaluate Vendor services on a regular basis for changes, enhancements, new products and results.
• Develop and maintain strong working relationships with business partners including, but not limited to, RSL, SNCC, ACE, ARCH, Hartford, Zurich, XL Insurance, York/FARA, Coventry, Brokers, G4S and multiple other partners. 
• Assist in the sales process by preparing appropriate responses to Requests for Proposal (“RFP”), participating in sales presentations and providing claims training to sales personnel.
• Evaluate business requirements in maintaining appropriate levels of staffing and in ensuring the right people are in the right positions.
• Participate in Matrix Senior Management planning, etc.. 
• Assist in identifying and developing personnel with the potential for leadership and/or management opportunities.
• Support training efforts through personal involvement and reinforcement within the department. Develop and implement training programs on-site due to remote location office needs.
• Collaborate with the Information Services Department in the appropriate design and implementation of the new claims system. Work with both Matrix and RSL systems, managing challenges for both.
• Work closely with the claims management team at RSL, a sister company, in establishing best claims practices.
• Testify as necessary in the event of litigation. 

Scope

• Responsible for Customer Care (200), Claims Service Liaison (25), Claims Operations Practice Leader, and Client Payroll teams (20).    
• Leading through Directors and Managers.
• Responsibilities listed are for Reliance Matrix

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, COMPETENCIES, AND/OR RELATED EXPERIENCE

*or equivalent experience gained from any combination of formal education, on-the-job training, and/or work and life experience*

Required Knowledge, Skills, Abilities and/or Related Experience

• Relevant Bachelor’s Degree required. 
• Adjusters License-per jurisdiction, General Adjusting License, Health License or Producers License required.
• Minimum of five (5) years related experience Must have demonstrated superior abilities with a high level of accuracy and productivity. 
• The ability to handle multiple competing priorities.
• The ability to function with minimal supervision.
• Proven ability to work well in a high visibility, public oriented environment, with excellent written and verbal communication skills.
• Proven ability to work with the following equipment:  P.C., telephone, fax machine, calculator.
• Prior experience using an automated claim system desirable.

Ability to Travel: Up to 50%

 

The expected hiring range for this position is $127,690.00 - $170,470.00 annually for work performed in the primary location (Phoenix, AZ). This expected hiring range covers only base pay and excludes any other compensation components such as commissions or incentive awards. The successful candidate’s starting base pay will be based on several factors including work location, job-related skills, experience, qualifications, and market conditions. These ranges may be modified in the future.

Work location may be flexible if approved by the Company.

What We Offer

At Reliance Matrix, we believe that creating a more diverse, equitable and inclusive culture allows us to realize more of our potential. And we can’t do this without our most important asset—you.

That is why we offer a competitive pay package and a range of benefits to help team members thrive in their financial, physical, and mental wellbeing.  

Our Benefits:

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs.  For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance 
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off, volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program and our Diversity Equity & Inclusion Council

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement

Reliance Matrix is an equal opportunity employer. We adhere to a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age or disability, or any other classification or characteristic protected by federal or state law or regulation. We assure you that your opportunity for employment depends solely on your qualifications.

 

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