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Claims Supervisor (Pasadena)

Claims Supervisor (Pasadena)

Bridgewater Consulting Group, Inc.Pasadena, CA, United States
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Position Summary :

We are seeking a dedicated and experienced Supervisor to lead a team of claims advisors with providing in-person support to customers impacted by wildfires. This role is critical in ensuring compassionate, efficient, and accurate service delivery during a high-volume claims intake period.

Key Responsibilities :

  • Supervise daily operations of in-person claims advisor teams at the designated support center.
  • Ensure claims advisors provide empathetic, accurate, and timely assistance to wildfire-affected customers.
  • Monitor team performance, customer interactions, and adherence to claims intake protocols.
  • Provide coaching, real-time support, and conflict resolution for front-line staff.
  • Escalate complex or sensitive customer issues to appropriate internal teams.
  • Collaborate with program leadership to ensure service levels meet KPIs.
  • Maintain accurate documentation of team activities, customer feedback, and operational metrics.
  • Ensure compliance with safety, privacy, and utility-specific policies.

Required Qualifications :

  • High school diploma or equivalent (Associates or Bachelors degree preferred).
  • Minimum 2 years of supervisory experience in customer service, preferably in-person or field-based.
  • Strong leadership and coaching skills, especially in high-stress or crisis environments.
  • Excellent interpersonal and communication skills.
  • Experience working with vulnerable populations or in emergency response settings.
  • Proficiency in basic digital tools (e.g., CRM systems, document handling platforms).

    • Preferred Qualifications :

  • Experience in utility services, insurance claims, or healthcare.
  • Bilingual (Spanish or other languages) a plus.
  • Familiarity with trauma-informed customer service practices.
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    Supervisor • Pasadena, CA, United States

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