Supervise the set up and distribution of new and emergency claims assignments to internal adjusters and external clients (Insurer and Program) in accordance with predetermined KPI’s. Supervise the call center and after hours in dealing with call routing Monitor and sort ECS calls daily; ensure calls are properly distributed to clients and field attendance is provided when required Field and answer client inquiries and resolve escalated issues Interact with both… Show more Supervise the set up and distribution of new and emergency claims assignments to internal adjusters and external clients (Insurer and Program) in accordance with predetermined KPI’s. Supervise the call center and after hours in dealing with call routing Monitor and sort ECS calls daily; ensure calls are properly distributed to clients and field attendance is provided when required Field and answer client inquiries and resolve escalated issues Interact with both internal and external stakeholders to investigate and resolve service lapses. Update and manage telephony for client queues and intake Responsible for call coaching and reviewing customer service standards Ensure client instructions, scripting, and database are maintained and kept current Educate and train staff on the operation of the system and requirements Support Manager with scheduling and supervision of staff to match capacity (resources) to demand. Educate and train staff on the operation of claims creation Provide feedback to Manager in preparation for performance reviews with staff members Support technical training and other development requirements Ensure new employees have received comprehensive orientation and completion of onboarding program Support the recruitment and selection of staff Show less

Review ECS call report and ensure call has terminated properly and forward accurate and complete call reports as required.Provide personalized customer service of the highest levelArrange for the dispatch of adjusters or vendor partners when requiredField and answer branch inquiries and administer to ECS menuMaintain data base of service lapses reference for root cause, report trends and make recommendations to managementReview claim information to determine proper next… Show more Review ECS call report and ensure call has terminated properly and forward accurate and complete call reports as required.Provide personalized customer service of the highest levelArrange for the dispatch of adjusters or vendor partners when requiredField and answer branch inquiries and administer to ECS menuMaintain data base of service lapses reference for root cause, report trends and make recommendations to managementReview claim information to determine proper next steps for processing against client guidelines/ service agreements Show less