For a quick application text APPLY1 to 82174

The Manager, Keys Claims exercises independent judgment and discretion in managing the process, policies, and personnel involved in responding to customer claims inquiries. This role manages a team of employees handling customer support issues for vehicle service contract and insurance partner claims via inbound/outbound phones and email, while overseeing daily claims dispatch, processing, and resolution to drive cycle time performance and improve the customer experience.

Key Claims Responsibilities

• Manage the Coordinator – Claims role
• Oversee daily claims dispatch and processing to ensure timely and accurate resolution
• Review and report weekly/monthly claims metrics
• Analyze customer metrics and trends (cycle time, total claims, cancellations, etc.)
• Partner with Field Team to drive cycle time performance
• Maintain visibility into open claims and proactively address delays
• Resolve customer issues and improve customer experience
• Ensure accurate customer pricing, quotes, and invoicing
• Process expenses as needed related to Claims

Essential Duties and Responsibilities

• Exercise independent judgment and discretion in managing the Claims team, including directing daily work priorities, staffing levels, and operational decisions
• Hire, discipline, evaluate, and recommend termination of direct reports; performance reviews and employment decisions carry significant weight with senior leadership
• Forecast contact volume for calls, email, and chat in both Peak and Non-Peak times and independently adjust staffing resources to meet operational demands
• Make staffing changes and scheduling decisions based on day of week, sales promotions, and other anticipated events without requiring prior approval for routine adjustments
• Prepare and direct schedules, monitor attendance of operators, approve time off, and adjust shifts as necessary
• Create, maintain, and report department metrics for tracking key performance indicators; independently review data for anomalies and determine corrective action
• Monitor individual, team, and claims center results; exercise discretion in identifying performance trends and implementing improvement plans
• Communicate policy and procedural updates to ensure representatives are fully informed of all changes related to products, services, customer needs, and company directives
• Resolve team conflicts and maintain a productive work environment through independent management judgment
• Serve as the subject matter authority on products, services, policies, and procedures; make binding determinations on escalated operator questions
• Drive continuous improvement in the customer experience through call-monitoring, data analysis, and independent implementation of process changes
• Resolve escalated customer complaints and make final decisions on exception handling within established authority levels
• Direct the design and implementation of all training programs and materials for the Claims team
• Develop employees’ skill sets through coaching plans, evaluations, and workshops; independently determine development paths for direct reports
• Coordinate with other customer-facing and operational functions (e.g., National Sales, Hail Operations) and make commitments on behalf of the Claims department
• Apply advanced product and procedural expertise to independently evaluate and resolve complex manager requests and customer complaints
• Support Management and Executive Teams with research projects and strategic recommendations

Other Duties as Assigned

Qualifications

• 5 years+ handling auto insurance claims and/or vehicle service contract claims; management experience is required with preference given to candidates who have supervised a first notice of loss unit
• Bachelor’s Degree required, preferably in Business
• Intermediate knowledge of Microsoft Excel and Word
• Results and people oriented with the ability to balance business considerations
• Ability to achieve and exceed goals in a fast-paced, reactionary work environment
• Detail oriented with exceptional time management skills
• Demonstrated excellence in written and verbal communication skills
• Ability to build and maintain effective relationships with all customers and employees

Physical Requirements

• Continuous viewing from and inputting data to a computer screen.
• Role involves sitting/standing/walking throughout the day in a shop or office environment.
• Occasional lifting/carrying of parts and boxes (typically up to 25 lbs; may vary by part size/packaging).
• Fast-paced environment requires high accuracy, organization, and attention to detail.

Drug Policy

• All applicants being considered for employment must pass a pre-employment drug screening and background check

The compensation offered for this position will depend on qualifications, experience, and geographic location.

The starting compensation is expected to be:

$65,178.00 - $81,498.00/ Year

This position is targeted to close on:

We offer a competitive & comprehensive benefit package including: paid time off, medical, dental, vision, and 401k match (50% on the dollar up to 7% of employee contribution). For more information on our benefit offerings, please visit our Dealer Tire Family of Companies Benefits Highlights Booklet.

EOE Statement: Dent Wizard is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.

• ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact Dent Wizard's Human Resources Department to discuss your specific needs. Please feel free to contact us at recruiting@dentwizard.com.