Claim Service Center (CSC) Manager III

<p>A career at The Auto Club Group (ACG) can be satisfying, exciting and rewarding. By aligning your professional development with our business objectives, ACG can help you attain your career goals &mdash; and make a difference. Get started by choosing the career that&rsquo;s right for you.</p>

Dearborn, MI

The Auto Club Group

AAA was founded over 100 years ago for the purpose of lobbying for driver and passenger rights, fair laws and safer vehicles — all to better promote the love of the open road and the adventure of driving. Since then, AAA has grown to over 50 million members strong, while providing valuable membership services such as roadside assistance. Additionally, AAA has broadened its horizons to include all types of travel-related services, as well as offer a variety of insurance and financial products and services. Today’s AAA is a national federation comprised of more than 50 individual clubs throughout the United States and Canada. Whether you’re traveling around the world or to the corner grocery store, planning a honeymoon or weekend road trip, learning to drive or in need of a battery boost, the best way to begin your journey is with AAA.

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Competitive Compensation and Benefits Package

Overview: The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.<br /><br /> <div><strong>Work Environment</strong></div> <p>Work in a temperature controlled office environment.&nbsp; Willingness to work irregular hours, weekends, holidays, etc.</p> <p><span style="font-family: Arial; font-size: medium;">The Auto Club Group offers a competitive compensation and benefits package including a base salary with performance based incentives; medical/dental/vision insurance,&nbsp;401(k), generous time off, a complimentary AAA Membership and much more!</span></p>
Responsibilities: <ul> <li>Supervise a team responsible for providing high level critical problem management and customer service assistance to staff and agents in a call center environment.&nbsp;</li> <li>Team responsibilities include assisting in the resolution of escalated complex issues involving the following: processing first notice of loss (FNOL), handling complex claim inquiries, initiating claim services, identifying low-complexity one-touch claims, and providing tier one and two application and process support for agents.&nbsp;</li> <li>Staff is also responsible for processing salvage tow requests, assisting call center management in the identification of performance issues, developing and communicating process improvements.&nbsp; Use advanced knowledge of claim handling practices, contact center procedures and service center requirements to ensure that staff is effectively supporting the attainment of call center goals.&nbsp;</li> <li>Motivate, coach and counsel staff with a focus on process improvement, service excellence and employee development.&nbsp;</li> <li>Serve as a subject matter expert for call center process improvement initiatives.&nbsp;</li> <li>Engage with line of business stakeholders in reviewing existing processes and identifying process improvements that will increase customer satisfaction and reduce expenses.&nbsp;</li> <li>Team with call center leadership to analyze call center production and conduct customer interaction and work product quality reviews.&nbsp; Communicate areas in need of improvement.&nbsp;</li> <li>Recommend and assist in the implementation of enhancements to maximize productivity.&nbsp;</li> <li>Develop detailed action plans, timelines and milestones for follow-up.&nbsp; Monitor and communicate the effectiveness of the implemented enhancements.&nbsp;</li> <li>Organize and facilitate supervisor call calibration sessions with a focus on delivering best in class service and improving the consistency of call evaluations.&nbsp;</li> <li>Lead organizational change management for corporate and departmental projects to include planning, organizing and developing comprehensive business readiness action plans</li> <li>Demonstrate subject matter expertise in the application of call center telephony to include queue management, reporting and monitoring.&nbsp;</li> <li>Work collaboratively with CSC and Workforce management to ensure optimal staffing levels for forecasted call volume and proactively solicit overtime where resource need arises.&nbsp;</li> <li>Organize, plan and facilitate the shift bid process to align staff with projected incoming call volume.</li> <li>Represent department in interdepartmental projects and initiatives and exhibit strong judgment and discretion in making decision that impact the center<u><br /></u></li> </ul> <u>Supervisory Responsibilities:</u><br /> <ul> <li>Select, hire, train, develop, counsel and discipline assigned staff in accordance with corporate and Human Resource policies and procedures.&nbsp; Supervise a staff of Product Specialists and Agency Support Specialists.</li> </ul>
Requirements: <div><strong>Preferred Qualifications</strong></div> <div><u>Education:</u></div> <ul type="disc"> <li>Bachelor&rsquo;s degree in Business Administration or a related field.&nbsp;</li> </ul> <div><u>Experience:</u></div> <ul type="disc"> <li>Supervisory experience in a Customer/Call Center environment</li> </ul> <p><u>Knowledge of:</u></p> <ul type="disc"> <li>Claim processing</li> </ul> <p><span style="font-family: Arial; font-size: medium;"><strong><u>Required Qualifications:</u></strong></span></p> <div><span style="font-size: medium;"><u>Education:</u></span></div> <ul type="disc"> <li>College level coursework in Business Administration,&nbsp;Insurance or a related field.&nbsp;</li> </ul> <div><u>Experience:</u></div> <ul type="disc"> <li>business process design, implementation and evaluation</li> <li>developing, implementing documenting and monitoring internal control processes and procedures</li> <li>communicating internal control/operational procedures and process changes to appropriate management and personnel</li> <li>reviewing adequacy of controls in place and making recommendations for improvement</li> <li>identifying and analyzing operational risks</li> <li>managing priorities and business controls</li> <li>analyzing and issue identification</li> </ul> <p><u>Knowledge and Skills:</u></p> <p><u>Knowledge of:</u></p> <ul type="disc"> <li>process improvement techniques for call centers</li> <li>team building and motivational techniques</li> <li>ACG products and services</li> <li>call center operations systems</li> <li>reporting and analysis techniques</li> <li>government and other regulations pertaining to area of business</li> <li> <p>work under pressure</p> </li> <li> <p><u>Ability to:</u></p> </li> <li> <p>communicate effectively with others in a work environment and with the public</p> </li> <li> <p>motivate and train staff</p> </li> <li>prepare and conduct presentations for all levels of staff and management, to include business case development</li> <li>analyze information and make recommendations</li> </ul> <p>Supervisory experience in/with:</p> <ul> <ul> <li> <p>leading and directing the work of others</p> </li> <li> <p>organizing and planning</p> </li> <li> <p>performance appraisal and recognition</p> </li> <li> <p>budget preparation and monitoring</p> </li> <li> <p><span style="font-size: medium;">staffing and workforce management</span></p> </li> </ul> </ul>