Job Summary

The Supervisor, Military and Government Claims Resolution is responsible for the direct supervision and functional support of staff responsible for household goods (HHG) and unaccompanied baggage (UB) claims support and resolution, and for the overall service performance outcomes generated by the Shared Service Center's Claims Resolution department functions.

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Coordination and effective planning, organization, and review of the work performed by Military and Government Claims Resolution staff.

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Resolution of complex issues and service escalations related to HHG/UB claim resolution issues, documentation, negotiation, settlement and recovery.

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Supervision, guidance, and development of team members in a continuous learning environment.

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Active support of the goals and objectives of the Shared Services Center, including implementation of best practices, and participation in service, continuous improvement, and quality initiatives.

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Coordinate and monitor workflow to ensure loss and damage reports and claims are registered, substantiated, reviewed, negotiated and processed accurately and withinrequired time frames.

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Monitor, audit, and validate claim documentation to ensure appropriate resolution and loss mitigation steps are completed according to company policy, government regulations, customer specifications, and service agreements.

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Identify, research, and resolve discrepancies with offers, payments, subrogation invoices, and documentation.

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Review and process high risk, high value, or complex military and government claims.

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Research and resolve disputed claims.

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Create subrogation invoices and manage subrogation invoice collections process.

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Partner with SSC Management to provide claims analysis and documentation and to ensure settlement and recovery actions are processed in accordance with established claims processing guidelines.

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Collaborate with business partners on department initiatives, opportunities, and best practices to ensure service level agreements (SLA) are maintained.

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Train, coach, and mentor staff.

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Communicate and implement proactive steps for process improvement to ensure key performance indicators (KPIs) related to accuracy and timeliness are met.

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Maintain accurate, timely, and thorough records in systems and databases. Create, maintain, and update periodic and ad hoc reports and performance measures.

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Perform daily, weekly, and monthly audits of documentation, records, and databases.

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Update schedules, logs and tasks daily.

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Other duties as assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Associate degree in Business, Accounting, or related field or equivalent combination of coursework and experience in directly-related field required

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Certified Claims Professional (CCP) designation or similar certification preferred.

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2+ years' experience in a Claims Resolution position that includes responsibility for processing and disposition of household goods military and government claims.

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2+ years' experience in a supervisory position

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Demonstrated knowledge of claims resolution standards and practices, with Full Replacement Value experience strongly preferred.

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Knowledge of household goods shipping processes and military permanent change of station (PCS) procedures.

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Proven ability to work in a fast paced environment, prioritize projects and deliverables, and interact effectively with cross-functional teams.

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Ability to enter and review data with a high degree of accuracy.

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Ability to communicate clearly and effectively with excellent verbal, written, and listening skills.

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Demonstrated ability to maintain confidentiality, with tact and discretion.

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Ability to understand, interpret, and apply policies, procedures, contracts and regulations.

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Excellent customer service skills with the ability to develop effective professional relationships.

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Excellent interpersonal relationship skills with demonstrated ability to lead and motivate others.

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Ability to identify problems, evaluate alternatives, and recommend solutions.

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Excellent quantitative and analytical thinking skills.

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Demonstrated proficiency with Microsoft Office products at the following levels: Word, Outlook: Basic level of skillExcel: Intermediate level of skill

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Experience with Origami claims and risk management platform.

PHYSICAL DEMANDS, WORK ENVIRONMENT, AND TRAVEL

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Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive inforamtion verbally in person or via communication device

Often

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Walk/travel within office environment, crouch/bend to access floor-level storage

Often

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Use hands/fingers to operate office equipment, type/complete data input, write

Often

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Reach with hands, arms; lift, move and manipulate objects weighing up to 20 pounds

Regularly

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Sight sufficient to read instructions, documents, and screen-based information

Often

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Use hands/fingers to manipulate and file documents, folders, small objects

Regularly

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Corporate office environment

Delivers Results

Rigorously drives self and others to achieve high levels of individual and organization performance.

Focuses on the Customer & Market

Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.

Makes Sound Business Decisions

Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.

Practices our Values

Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.

Engages & Inspires Others

Leads with energy, self-confidence and understanding in ways that motivate colleagues to achieve more than they thought possible.

Background Checks:

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The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification.It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.