Job Title: Lead Business P&C Claims Specialist

Position Summary
The Lead Business P&C Claims Specialist is responsible for supervising a hybrid team of Claims Processors and Customer Care Associates, ensuring operational excellence across both functions. This role combines technical expertise in claims processing with leadership in customer service delivery, driving performance, compliance, and continuous improvement in a dynamic environment.

Primary Responsibilities

• Monitor and analyze team metrics (Quality, Productivity, AHT, Adherence) to ensure SLA compliance.
• Lead root cause analysis and design corrective action plans to improve individual and team performance.
• Provide hands-on technical support in claims processing, including complex case resolution and escalation handling.
• Deliver training and mentoring for both processing and customer care associates, ensuring alignment with business standards and regulatory requirements.
• Oversee the accurate and timely processing of claims, including validation of documentation, fraud detection, and coordination with internal and external stakeholders.
• Support invoice review and manual payment requests, ensuring compliance with policy types such as Global Housing, Renters, Wind, and ID Fraud.
• Collaborate in the planning, execution, and control of new transitions, including onboarding of new clients, products, and lines of business.
• Lead onboarding and integration of new team members, fostering a culture of excellence and collaboration.
• Identify and implement process improvements to enhance operational efficiency and customer experience.

Secondary Responsibilities

• Act as a subject matter expert in claims products and workflows, serving as the primary reference for the team.
• Take escalation calls and resolve complex customer inquiries when needed.
• Build strong relationships with Unit Managers, Team Leads, and cross-functional partners to ensure alignment and support.
• Maintain audit-ready documentation and ensure compliance with internal policies and external regulations.
• Demonstrate flexibility and adaptability in response to business changes, acting swiftly to implement necessary actions.
• Promote a high-performance culture by balancing workload distribution and optimizing team structure to meet service level goals.

Basic Qualifications Required

• Min 1 year experience in Global Housing.

• Solid or exceptional performance in current position.

 • Billingual English level

• Ability to plan, prioritize and organize to achieve individual and team goals.

• Leadership skills and capacity to interact in an effective way with internal and external clients.

• Frequently inspires others and is a champion of the Assurant Way, being consistent with our values and expectations of behavior. Applications will be reviewed and only the candidates that are considered a best match for the position will be called for an interview.

• Knowledge of Microsoft Office (Excel, Word, Outlook, PowerPoint).

Additional Information

Applications will be reviewed, and only candidates who best match the position requirements will be contacted for interviews.