Claim Customer Services Unit Manager

Buffalo, NY

The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

Salary Range

$79,400.00 – $130,900.00

Target Openings


What Is the Opportunity?

1st Shift 8-5, 9-6 or 10-7 EST Tuesday through Saturday. Saturday is a work from home day. This is a hybrid position. Two additional work from home days are required between Tuesday and Friday for a total of 3 in office days.

Lead and direct claim support/customer service team, or first party auto claim handling team ensuring efficient and effective implementation of strategic initiatives and operational goals. Coach, mentor and facilitate development of team members to maximize individual and organizational performance. Evaluate and manage performance objectives relative to quality, productivity and other office standards/goals as well as providing individual and team feedback on an ongoing basis. Recognizes all factors of performance, business results and personal effectiveness.

What Will You Do?

  • Attract, Retain and Develop World Class Talent:
  • Work with management to establish and implement a strategic staffing strategy; establish and maintain high recruiting standards to acquire high caliber of people with diverse skills and backgrounds.
  • Motivate team members by providing training, honest constructive performance feedback and counseling.
  • Effectively utilize reward system to distinguish top performers and significant achievements.
  • Recognize all factors of performance, business results and personal effectiveness.
  • Provide Compelling Claim Services:
  • Employ proper claim handling techniques to protect the integrity of our brand and providing consistent service quality and streamlined processes to add value for our customers.
  • Develop & execute a strategic file management plan that achieves optimal file resolution and business results.
  • Establish and monitor individual team goals based on the overall office objectives and adherence to Best Practices.
  • Conduct quality file reviews per office best practices guidelines (Keep and Close).
  • Coordinate work activity to ensure appropriate deployment of resources to maximize productivity and ensuring the highest level of service.
  • Implement strategies and initiatives to improve file quality, customer service and manage costs.
  • Anticipate operational challenges and plan proactively to address.
  • Partner for Mutual Success:
  • Build and maintain partnerships with colleagues and business partners to promote an enterprise culture.
  • Perform other duties as assigned.

What Will Our Ideal Candidate Have?

  • 3 years of claim work experience in at least one line of business preferred.
  • Experience in Support or customer service functions preferred:
  • Claim Customer Service.
  • Dispatch Unit.
  • Field Operations Unit.
  • Glass Unit.
  • Salvage Unit.
  • Scanning Center.
  • Experience of Staff.
  • Leading the Business:
  • Executes Business Strategy.
  • Computer skills including Microsoft Office.
  • Span of Control approximately 10-20 if claim support, 8-10 if first party auto, and may vary based on:
  • Team composition.
  • Support or customer service functions.
  • Claim Customer Service.
  • Dispatch Unit.
  • Field Operations Unit.
  • Glass Unit.
  • Salvage Unit.
  • Scanning Center.
  • Experience of Staff.
  • Leading the Business:
  • Executes Business Strategy.
  • Leads Change.
  • Drive Results/Promotes Enterprise Culture.
  • Leading Others:
  • Attract Top Talent.
  • Maximize individual and Organizational Performance.
  • Holds Others Accountable.
  • Aligns Rewards.
  • Creates and Sustains a Dynamic Workplace
  • Leading Self:
  • Exhibits Courage, Conviction and Creditability.
  • Communicates Effectively and Influence Others.
  • Applies Critical Thinking.
  • Demonstrate Self-Awareness.

What is a Must Have?

  • High school diploma or GED required with 2 years of business and/or customer service related experience or Bachelor’s Degree required.
  • In order to perform the essential job functions of this job, acquisition and maintenance of Insurance License(s) may be required to comply with state and Travelers requirements. Generally, License(s) are required to be obtained within three months of starting the job.

What Is in It for You?

  • Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
  • Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
  • Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
  • Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you’re eligible for five free counseling sessions with a licensed therapist.
  • Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.

Employment Practices

Travelers is an equal opportunity employer. We value the unique abilities and talents each individual brings to our organization and recognize that we benefit in numerous ways from our differences. 

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an email so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.

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