Team Lead, Claims Intake

Overview

Travel Insured International (TII), a Crum & Forster company, is hiring for a Claims Intake Team Lead.

Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.

The role of Claims Intake Team Lead, you will play a pivotal role in supporting travelers, agents, and their respective teams by consistently demonstrating exceptional customer service skills, advanced de-escalation techniques, and a comprehensive understanding of our products and systems. In collaboration with the Claims Intake Supervisor, this position will lead by example, providing coaching focused on quality and key performance indicators to develop the intake team and drive team success.

Job Description

What you will do:

• Provide technical support, training, and mentoring to claims intake team members, fostering a collaborative and high-performance environment.
• Monitor daily claims intake activities to ensure accuracy, completeness, and timely entry into claims management systems.
• Review and assign incoming claims to appropriate Intake Specialist or departments based on established guidelines.
• Develop and implement process improvements to enhance efficiency and service quality.
• Serve as the primary point of contact for escalated issues, resolving complex intake problems and facilitating communication between teams.
• Ensure compliance with company policies, procedures, and regulatory requirements throughout the claims intake process.
• Prepare and analyze reports on claims intake metrics, identifying trends and areas for improvement.
• Collaborate with other departments (., Underwriting, Customer Service, IT) to support seamless claims processing and resolve cross-functional issues.
• Participate in recruitment, onboarding, and performance evaluations for intake team members.
• Provide ongoing training and support to ensure team members are knowledgeable about products, systems, and best practices.

What YOU will bring to C&F:

• Ability to clearly articulate ideas and thoughts verbally and in writing
• Demonstrate the ability to cooperate with a variety of people and achieve results
• Establish responsible deadlines and personal work plans; manages time and prioritizes multiple tasks effectively
• Ability to readily adapt to shifting priorities and rapid change due to multiple demands
• Exhibit strong critical thinking, problem-solving, and decision-making skills
• Demonstrate strong leadership skills

Requirements:

• Bachelor’s degree or equivalent work experience preferred
• A high school diploma and a minimum of 3 years in a Claims Analyst or similar role is required
• Proficiency with MS Office applications is required. Includes MS Word, Outlook and Teams.
• Experience in the Travel Insurance industry is preferred.
• Dependable internet connection with a dedicated private workspace.
• Strong knowledge of agile and company principles, as well as processes for business unit

What C&F will bring to you

What C&F will bring to YOU:

• Competitive compensation package
• Generous 401K employer match
• Employee Stock Purchase plan with employer matching
• Generous Paid Time Off
• Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family’s wellness including your physical, mental and financial wellbeing
• A core C&F tenant is owning your career development so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path
• A dynamic, ambitious, fun and exciting work environment
• We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving program that lets you participate and support your community

At C&F you will BELONG

We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you require a special accommodation, please let us know.

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Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws. Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $46,200 to a maximum of $67,800. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee’s contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.

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