Team Lead, Claim Operations

Team Lead, Claim Operations

Coaction Global

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At Coaction, we’re a unique mix of leaders, achievers, thinkers, and team players with a high-performance mindset and a diverse skillset. We bring our industry expertise together to continually push the boundaries of what insurance can be for our clients.

As a team leader in the Claim Operations Department, you exemplify continuous growth and responsibility along the path to management. Your intuitive nature enables you to address issues and escalation that need immediate attention. Your attention to detail as you develop workflows and document new processes is unparalleled. You are creative when exploring possible solutions and articulate your ideas and recommendations with confidence.

Your actions speak volumes: you not only propose ideas but also bring them to fruition, executing special projects within tight timelines. You provide steadfast support and guidance to your team, assisting them in prioritizing responsibilities and ensuring the completion of all tasks with unparalleled quality.

• Ensure processes and procedures are continuously improved upon and service level agreements and production/performance standards are delivered in an efficient and professional manner.
• Support project plans, timelines, and deliverables for all Claim Operations assignments.
• Deliver upon expectations, quality, training, and development of staff including contingencies.
• Assign work to Claim Operations staff and re-adjust work as needed to meet performance standards.
• Create metric reports and continuously evaluate efficiency and staff needs.
• Design and implement training programs tailored to specific needs of the team members.
• Track individual team member output and coach team members on production and quality matters.
• Act as a point of escalation for complex issues or customer complaints.
• Encourage team members to propose innovative ideas and solutions to streamline processes, improve efficiency, and enhance customer experience.
• Conduct periodic team performance reviews.
• Foster a culture of accountability and ownership among team members by setting clear expectations, providing regular feedback, and recognizing and rewarding performance excellence.

• College degree preferred.
• Prior claim support experience, including but not limited to FNOL, payment processing, etc.
• Solid planning and organizational skills: time management, prioritization & attention to detail.
• Demonstrated ability to work at high levels of productivity and quality.
• Strong verbal & written communication skills.
• Analytical skills to identify, gather, and organize information.
• Knowledge of Microsoft Office and Image right required.
• Ability to create a positive team environment and coordinate activities of a work unit.
• Ability to drive performance to achieve results.
• Prior experience in a leadership or supervisory role, even if not claim‑specific.
• Proficiency in resolving conflicts and addressing interpersonal issues within the team.
• This is not a fully remote position. Applicants must sit in our Morristown, NJ office on our hybrid work schedule.

Salary range: $59,000 – $81,000 plus discretionary incentive bonus and benefits depending on various factors, including individual and organizational performance. Eligible for standard benefits package including paid time off, medical, dental, and retirement.

Coaction is an Equal Employment Opportunity employer. Coaction’s policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, age, sexual orientation, gender identity or expression, marital status, mental or physical disability, and genetic information, or any other basis protected by applicable law. Coaction also prohibits harassment of applicants or employees based on any of these protected categories.