Claims Manager at Ace Relocation Systems, Inc in San Marcos, Texas

Job Description:

Ace provides a broad range of relocation services and customized solutions for America’s industry leaders.  We successfully combine the latest technologies in the transportation industry with quality, client-focused relocation services.  We are currently seeking a Claims Manager to achieve the highest quality customer experience at every level and interaction, while at the same time achieving maximum Claims prevention, savings and overall profitability through process creation and alignment across the organization; as well as with partners and other applicable stakeholders, while providing a pleasurable place to work for our fellow employees. 

Responsibilities include but not limited to:

• Lead and Develop Claims department, overall strategy and goal attainment 


• Ensure Client and Customer satisfaction, claims prevention education, claim dollars and times to resolution.  


• In partnership with leadership teams, design and execute strategies that generate targets and goals for Claims and overall organizational success 


• Fully understand the customer journey and improve campaigns that yield stronger results in retention and customer satisfaction 


• Work with internal departments to enable efficiencies and effectiveness in processes and procedures


• Manage KPIs, milestones, long-term goals supportive of the overall company strategic objectives for revenue growth, gross and operating margins


• Define reporting requirements that provide relevant information to managers and the executive team


• Ensure that we are accurately forecasting and protecting at-risk accounts 


• Develop and implement strategies that create a learning environment, attract and retain top performers, reduce time to proficiency, and scale the team


• Identify key trends in customer behavior, and opportunities to improve the experience and then partner with the internal teams to develop necessary processes and frameworks.


• Support the development of team reporting to you by providing coaching and career development opportunities


• Work with operational teams to plan, staff, and budget resources for Claims department 


• Lead Team meetings, 1:1s, performance reviews, and support as needed in customer interactions, modeling the behaviors necessary to ensure “customer delight”.


• Foster a company-wide culture of Customer Experience across the organization (Sales, Marketing, Operations, Finance, Executives) 


• Travel and other duties, as needed / assigned 

Qualifications:  We seek team players with an infectious positive energy and a get-it-done attitude. Candidates must thrive in ambiguity, love a rapid pace, and have a strong desire to learn and improve.

• Bachelor’s Degree preferred but not required 


• Detailed-oriented, independent person capable of multitasking and prioritizing


• 5+ years experience in a claims environment with increasing role responsibility


• 2+ years supervisory experience


• Transportation experience a plus

Skills:

• Strong organizational and interpersonal (written and verbal) communication skills


• Ability to problem solve


• Proficiency required in MS Word, Outlook, Excel and Teams

• Ability to lead and manage a team

We provide a friendly and motivating work environment and a comprehensive benefits package including 401k.  Check us out at acerelocation.com, linkedin.com/acerelocation, or facebook.com/acerelocation.