This site uses cookies. To find out more, see our Cookies Policy

Manager, Claims Service Center in Lansing, MI at AF Group

Date Posted: 3/8/2018

Job Snapshot

  • Employee Type:
  • Location:
    Lansing, MI
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description


Provides leadership and direction to the Service Center Team to ensure that the goals and standards of the department and Accident Fund are being met. Responsible for managing and coordinating current and new systems, technical and work process, to support core lines of business. Facilitates the development of cross-functional work teams within the ServiceCenter. Participates in ongoing development of new products and technologies. Ensures productivity meets or exceeds service and quality standards. Develops departmental budget and controls costs.


  • Plans, directs, manages and evaluates the day-to-day operations and workflow of production, claims management and customer service teams for several brands across the enterprise.
  • Responsible for all incoming/outgoing calls and ensures appropriate service is provided.
  • Contribute service recommendations to ensure appropriate account management and retention of several brand's books of business.
  • Responsible for having necessary staff, procedures and measurements in place to meet desired service levels and expense directives.
  • Maintains general knowledge of other functional areas to better assess the impacts of the ServiceCenter functions and coordination of cross functional changes.
  • Facilitate continuing improvement of business processes in ServiceCenter to maximize system capability, support customer requirements and realize expense efficiencies.
  • Provide analysis and recommendations as requested by leadership regarding a variety of issues or problems and champion necessary change.
  • Ensure quality approaches are being developed within the team.
  • Ensure overall effectiveness in reaching goals for improving the overall customer experience.
  • Participate in ongoing development of new products and technologies. Ensure that operations can service new and existing products effectively and efficiently.
  • Act as multi-faceted resources during and after major initiative implementations.
  • Identify training requirements for individual team members and overall training needs for the entire team to further develop the performance of the team within the ServiceCenter. Ensures implementation of training plans.
  • Effectively educate team on an ongoing basis relative to day-to-day changes, company initiatives and communications (internal and external) that may directly affect their interpretations.
  • Serve as a coach, facilitator and motivator to the team removing barriers that result in the team not achieving the objectives.
  • Exercise fiscal responsibility in managing departmental budget.
  • Ability to work with and empower others on a collaborative basis to ensure success of team.
  • Acts as backup to Claims Management for assistance to internal and external customers.
  • Provide analysis and recommendations as requested by leadership regarding a variety of issues or problems.
  • Mentors employees and develops career paths with growth and opportunities.
  • Participates on committees, assists with corporate projects.
  • Develop and maintain strong working relationships and excellent verbal and written communications with internal (other units within enterprise) and external customers (agents, insured policyholders, government and regulatory agencies).
  • Knowledge of other functional areas; understands impact on Service Center functions.
  • Keep abreast of state rules and regulations that impact Service Center Claims; make updates to affected procedures.
  • Responsible for oversight of EDI filings, EDI Audits and Report Cards, EDI error resolution for all of our EDI states.
  • Oversees handling of incoming calls for Service Center Claims ACD queues across multiple brand companies. Responsibilities include: forecasting, staffing and monitoring of real-time/historical reporting to make adjustments as needed.
  • Monitors compliance to phone usage standards for ACD users.
  • Develop and implement procedures and measurements to ensure customer service levels are met.
  • Prioritize activities and workflow in the service center; routinely monitor reports to ensure tasks are completed in a timely and accurate manner.
  • Assist with on boarding.
  • May function as department head in their absence.
  • Monitors staff absences, accurately record planned and unplanned absences and administer appropriate and consistent corrective action when unplanned absence occurrences exceed work rule limit.

    Supervisory: Directly manages non-exempt staff. Carries out responsibilities in accordance with company policies and applicable laws. Responsibilities include interviewing, selecting and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints; and resolving problems.

    This position description identifies the responsibilities and tasks typically associated with the performance of the job. Other relevant essential functions may be required.




    A bachelor degree in insurance, business or related field. Continuous learning, as defined by the Company's learning philosophy, is required. Certification or progress toward certification is highly preferred and encouraged. Combinations of relevant education and experience may be considered, preference given to degree.


    Five years experience of progressive responsibility in a service center support environment with demonstrated technical knowledge and relevant skills, knowledge and abilities required. A minimum of three years demonstrated leadership in a service center required. Workers' compensation insurance experience preferred. Bilingual skills preferred.


  • Demonstrated leadership ability.
  • Knowledge of team building and employee motivation theories with the ability to manage employee teams.
  • Familiar with laws, regulations, and compliance requirements related to workers compensation.
  • Ability and proficiency in the use of computers and company standard software specific to position.
  • Demonstrated technical knowledge of insurance administration, claims management, underwriting and/or relevant insurance expertise.
  • Ability to optimize loyalty, customer satisfaction and retention by maximizing the value of every customer touch point.
  • Ability to interact with others to build consensus and get decisions implemented.
  • Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions and employing active listening techniques.
  • Ability to effectively present budgetary and/or cost information and respond to questions as appropriate.
  • Ability to establish workflow, manages multiple projects and meet necessary deadlines.
  • Ability to maintain confidentiality.
  • Ability to perform other assignments at locations outside the office.


    Work is performed in an office setting with no unusual hazards. Minimal travel required.

    The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.

    We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.

    Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

    1. Administrative Jobs
    2. Bookkeeper Jobs