SUMMARY Manages, supervises and coordinates activities of the Customer Service Department to provide reasonable claims adjudication in compliance with all laws, regulations and contractual commitments. Oversees, maintains and monitors the overall work flow of the department.

ESSENTIAL FUNCTIONS

• Create KPI metrics, objectives and necessary assignments to and push to settle claims timely, meeting the contract standards for the shipment registration type.
• Develop or update procedures, policies, contracts, or standards and makes recommendations to improve financial results.
• Research, compile, and prepare reports, manuals, correspondence, or other information required by management or governmental agencies.
• Present information and make recommendations to senior executives.
• Maintains relationship with other service providers. Communicates with service providers pertaining to claim prevention and other claim related matters.
• Participate in the quality programs of the service provider network, assisting with other team managers, best business practices, training, corrective action, and consequences of non-compliance.
• Liaises with Military Claims Offices, insurance companies and legal counsel.
• Implement corporate or departmental policies, procedures, and service standards.
• Supervise the work of Department employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems
• Develop the team through training, reporting, and process improvement with the primary objective to enhance financial results while maintaining customer satisfaction
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated claims or disputes.
• Monitor customer calls to observe employee's demeanor, accuracy, and conformity to company policy and procedures.
• Review and approves claim settlements in compliance with contracts and insurance requirements.
• Perform managerial service recovery as key point of contact for resolution of escalated customer complaints. Resolve or answer customers' questions regarding policies and procedures.

QUALIFICATIONS to perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

SUPERVISORY RESPONSIBILITIES Manages, supervises and coordinates work effort of 6 - 8 direct reports in pursuit of achieving department goals and objectives.

EDUCATION and/or EXPERIENCE Education: Bachelor's Degree and a minimum of 2 years managing a claims department, or 5-7 years of management experience in moving, relocation or transportation industry, or equivalent combination of education and experience. AMSA Certified Claims Analyst or the ability to become certified within 1 year of service.

COMMUNICATION SKILLS Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from attorneys, managers, clients, customers, and the general public. Ability to communicate on the phone at an exceptional level.

TECHNOLOGY AND MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

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