Summary
The Claims Supervisor is an in-office position, leading a team of recovery specialists in a fast-paced, performance-driven environment, providing day-to-day coaching, accountability, and operational oversight to maximize recovery results. This role is responsible for driving team productivity, developing employees, analyzing performance metrics, resolving complex claim situations, and ensuring compliance with company policies and industry standards. The ideal candidate is a strong people leader with experience in recovery, collections, insurance, construction, or finance who thrives in a hands-on supervisory role and is passionate about building high-performing teams.
Duties and Responsibilities
- Lead, coach, and develop a team of Recovery Specialists to achieve monthly recovery and productivity goals.
- Drive accountability for recovery performance, liquidation improvement, quality, and operational efficiency.
- Monitor and manage key performance metrics, including claims worked, call volume, and recovery results, to maximize team effectiveness.
- Provide guidance and support in complex claim situations, including escalation and de-escalation efforts, while identifying and implementing process improvements.
- Foster a positive, high-performance culture in a fast-paced, results-driven environment.
- Adapt leadership and coaching approaches to effectively manage diverse personalities, experience levels, and performance needs.
- Partner with the Claims Manager and field leadership to execute strategic initiatives and align operations with industry best practices.
- Conduct account audits and queue analyses, communicating findings and recommendations to improve team performance.
- Leverage reporting and data analytics to drive individual and team results.
- Manage employee attendance, schedules, PTO, and timekeeping practices while ensuring compliance with applicable wage and hour requirements.
- Maintain accurate and timely performance and employee documentation in company systems.
- Collaborate with cross-functional teams to resolve complex issues, improve processes, and support departmental growth objectives.
- Participate in the recruitment, onboarding, training, and development of Recovery Specialists.
- Lead regular team meetings focused on performance, goals, and continuous improvement.
- Ensure compliance with company policies, safety requirements, regulatory obligations, and industry standards.
- Perform other duties and responsibilities as assigned.
Qualifications
- 2+ years of leadership or supervisory experience required.
- 3+ years of experience in recovery, collections, construction, insurance, finance, or a related industry.
- Bachelor’s degree preferred.
- Proficiency in Microsoft Office Suite and the ability to quickly learn and navigate multiple business systems and applications.
- Ability to thrive in a fast-paced, results-oriented environment with competing priorities and deadlines.
- Experience with risk management, regulatory compliance, and internal controls.
Critical Competencies
- Proven leadership ability with a track record of motivating and developing high-performing teams.
- Strong written, verbal, and interpersonal communication skills.
- Strategic and proactive thinker with the ability to anticipate challenges and implement effective solutions.
- Sound judgment, analytical problem-solving skills, and the ability to remain composed under pressure.
- Strong organizational, time management, and planning skills.
- High degree of professionalism, accountability, and integrity.
- Collaborative leadership style with the ability to build effective relationships across departments and levels of the organization.
- Data-driven mindset with the ability to interpret performance metrics and drive operational results.
Compensation and Benefits
We offer a competitive compensation package, including a $60,000 base salary plus variable commission, with the target annual earnings of $125,000 – $160,000 based on company, team and individual performance, along with a comprehensive benefits package that includes:
- Medical, dental, and vision coverage for employees and dependents
- 401(k) retirement plan, with company match after 1 year
- Short-term disability coverage after 1 year
- Paid time off and holidays
- Additional perks such as company-paid life insurance, and other supplemental insurances available
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