Customer Service Representative Supervisor

Aspire General Insurance Company and its affiliated general agent, Aspire General Insurance Services, are on a mission to deliver affordable specialty auto coverage to drivers without compromising outstanding service.

Our company values can best be described with ABLE : to always do the right thing, be yourself, learn and evolve, and execute.

Join our team where every individual takes pride in driving their role for shared success.

About the role

Under the supervision of Management, the CSR Supervisor performs the essential functions of the position, which include but is not limited to :

What you"ll do

• Assist in the hiring and training of all claims clerical employees and claims CSRs;
• Develop, or improve training programs for new claims CSRs;
• Evaluate subordinates' performance and administer personnel actions as required in coordination with the Human Resources department.
• Manage a team of claims CSRs, which includes recordkeeping of time and attendance in compliance with company guidelines and state employment regulations.
• Ability to achieve targeted performance goals.
• Provide direction to subordinates;
• Communicate and provide timely notification to the Human Resources Department for all things related to employee attendance, punctuality, or possible leave-related situations;
• Responsible for completing and / or overseeing the following :
• Take incoming phone calls and First Notices of Loss (FNOLs);
• Dispatch appraisals on new claims;
• Review incoming electronic mail or other documents and upload them to the claim system;
• Provide support to the Claim Department;
• Answer incoming calls and department overflow calls;
• Ensure all new claims are set up and assigned to adjuster(s);
• Track, compile, and input statistical data for Company reports including Claim Activity Reports and Underwriting reports;
• Produce grammatically correct and clearly written correspondence including letters, memos, reports, and claim file documentation;
• Provide feedback to Management on process and system improvement initiatives for the department;
• Issue payments for routine expense invoices;
• Assist with ISO Claim-Search submissions;
• if bilingual) assist with making contact with bilingual customers;
• Run skip traces or DMV requests;
• Request an input vendor W-9s;
• Make telephone calls to vendors, insurance companies, lienholders, etc. to assist adjusters;
• Understand insurance coverages and be able to explain coverage to customers;
• Answer questions from customers regarding their claims and the claim process;
• Comply with state and federal laws, Department of Insurance criteria, and insurance carrier criteria and follow Aspire General Insurance, procedure and work rules;
• Provide timely and thorough documentation for all things related to employee performance, training, recognitions and / or coaching's;
• Ensure the Department has adequate scheduling, including time-off requests, work shift management, etc.;
• Regular and predictable punctuality and attendance;
• Assist claims department by completing special projects including but not limited to assisting with total losses and subrogation, and various clerical duties such as copying, scanning, and data entry;
• Download / upload electronic documents from / to email, other media, and the Claims Management System;
• Other duties as assigned / requested.

Qualifications

• Two plus years of experience in the Property and Casualty insurance industry;
• Must have a clear understanding of insurance industry practices, standards, and terminology;
• Bilingual is a plus;
• Must be able to pass a background check;
• Must have the ability to work in a high-volume, fast-paced environment while managing multiple priorities;
• Must have a disciplined approach to all job-related activities;
• Must have a solid foundation of personal organization, sound decision-making and analytical skills, and strong interpersonal and customer service skills;
• Must have strong keyboard skills as well as proficiency in Windows and MS Office products.

The pay range for this role is :

64,800 - 75,000 USD per year(West Hills Office)

64,800 - 75,000 USD per year(Rancho Cucamonga Office)

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