Senior Manager, A&H Claims and Customer Service - Remote

Overview

The Senior Manager, Accident and Health (A&H) Claims and Customer Service is a critical position responsible for leading the Customer Service team and developing relationships with the Travel Insurance Division. This role ensures compliant operations and collects critical input on product usage to provide insights and recommendations into plan benefits.

In Short

• Lead the Customer Service team for A&H claims.
• Develop and manage relationships with Travel Insurance TPA.
• Ensure compliance and operational excellence.
• Monitor customer feedback and enhance services.
• Train team on policy elements and customer service practices.
• Resolve complex escalations with empathy.
• Collaborate with Product and Tech teams for seamless service.
• Evaluate customer interactions for quality assurance.
• Lead and mentor team members for high performance.
• Analyze data to identify trends and improve processes.

Requirements

• Bachelor's Degree in a related field.
• Minimum 8 years of experience in insurance operations, claims, or customer service management.
• 3 years of managerial experience.
• Experience with managing BPO arrangements globally.
• Exceptional leadership and coaching skills.
• Expertise in complex claims handling and regulatory compliance.
• Proficiency with CRM platforms and data analytics tools.
• Excellent communication and stakeholder management skills.
• Agility and focus to deliver results in dynamic environments.
• Proven expertise in travel insurance policies and customer service excellence.

Benefits

• Employee Ownership Program.
• Professional development opportunities.
• Work from home reimbursement.
• Comprehensive medical, dental, and vision insurance.
• 401(k) plan with company match.
• Various time off programs.
• 11 company paid holidays.
• Confidential Employee Assistance Program.
• Health Savings Account with company contribution.
• Short-term disability and voluntary benefits.