Keys Claims Manager

For a quick application text APPLY1 to 82174About Dent WizardDent Wizard is the nation’s undisputed leader in automotive reconditioning services and vehicle protection products – and our success is the result of the great people who serve our customers. We’re stable, growing and have a strong business model, with opportunities in 43 states, 2.5 million vehicles repaired every year and more than 3,000 highly skilled employees. Help us reach new heights and receive the respect, rewards and recognition you deserve.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 ResponsibilitiesManage the Coordinator – Claims roleOversee daily claims dispatch and processing to ensure timely and accurate resolutionReview and report weekly/monthly claims metricsAnalyze customer metrics and trends (cycle time, total claims, cancellations, etc.)Partner with Field Team to drive cycle time performanceMaintain visibility into open claims and proactively address delaysResolve customer issues and improve customer experienceEnsure accurate customer pricing, quotes, and invoicingProcess expenses as needed related to ClaimsEssential Duties And ResponsibilitiesExercise independent judgment and discretion in managing the Claims team, including directing daily work priorities, staffing levels, and operational decisionsHire, discipline, evaluate, and recommend termination of direct reports; performance reviews and employment decisions carry significant weight with senior leadershipForecast contact volume for calls, email, and chat in both Peak and Non-Peak times and independently adjust staffing resources to meet operational demandsMake staffing changes and scheduling decisions based on day of week, sales promotions, and other anticipated events without requiring prior approval for routine adjustmentsPrepare and direct schedules, monitor attendance of operators, approve time off, and adjust shifts as necessaryCreate, maintain, and report department metrics for tracking key performance indicators; independently review data for anomalies and determine corrective actionMonitor individual, team, and claims center results; exercise discretion in identifying performance trends and implementing improvement plansCommunicate policy and procedural updates to ensure representatives are fully informed of all changes related to products, services, customer needs, and company directivesResolve team conflicts and maintain a productive work environment through independent management judgmentServe as the subject matter authority on products, services, policies, and procedures; make binding determinations on escalated operator questionsDrive continuous improvement in the customer experience through call-monitoring, data analysis, and independent implementation of process changesResolve escalated customer complaints and make final decisions on exception handling within established authority levelsDirect the design and implementation of all training programs and materials for the Claims teamDevelop employees’ skill sets through coaching plans, evaluations, and workshops; independently determine development paths for direct reportsCoordinate with other customer-facing and operational functions (e.g., National Sales, Hail Operations) and make commitments on behalf of the Claims departmentApply advanced product and procedural expertise to independently evaluate and resolve complex manager requests and customer complaintsSupport Management and Executive Teams with research projects and strategic recommendationsQualificationsOther Duties as Assigned5 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 unitBachelor’s Degree required, preferably in BusinessIntermediate knowledge of Microsoft Excel and WordResults and people oriented with the ability to balance business considerationsAbility to achieve and exceed goals in a fast-paced, reactionary work environmentDetail oriented with exceptional time management skillsDemonstrated excellence in written and verbal communication skillsAbility to build and maintain effective relationships with all customers and employeesPhysical RequirementsContinuous 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 PolicyAll applicants being considered for employment must pass a pre-employment drug screening and background checkThe 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/ YearThis Position Is Targeted To Close OnWe 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.