The First Report Unit Supervisor is responsible for managing the level of service provided by the unit, conduct quality analysis, and train and monitor the performance of the First Report Claim Technicians.
Essential Functions and Responsibilities
- Continually promote teamwork through effective leadership.
- Monitor/Report results from Call Management System (CMS) to maintain proper phone coverage and address service levels.
- Handle exceptions/complaints/inquiries, both written and oral.
- Take and/or key first reports as needed.
- Train new associates as well as provide ongoing training to current staff.
- Perform telephone quality reviews on Claim Technicians as well as record, file and communicate results.
- Prepare and submit service requests for FNOL changes.
- Participate in system testing as needed and document results.
- Develop spreadsheets for tracking various results as requested by management.
- Interview candidates and make hiring recommendations.
- Provide performance feedback to associates.
- Scheduling of staff.
- Complete analysis of available metrics for continuous improvement within the organization.
- Work with other units in the office and company to provide support for their processes and to have them provide support to FRU during times of high volume.
- Available to be on call for problem solving during off hours. The First Report Unit is staffed Monday Friday from 8:00 am until 8:00 pm and on Saturday from 9:00 am until 3:00 pm.
- Perform other duties as assigned.
Qualifications and Education
- Bachelors degree from a four-year college or university with 5 years of claims or other applicable experience.
- Working knowledge of Microsoft Products (Word, Excel, and Internet).
- Working knowledge of ClaimsPro, FNOL, Polstar and Image Right.
- Excellent verbal and written communication skills.
- Strong leadership skills.
About the Company
The Plymouth Rock Company and its affiliated group of companies write and manage over $2 billion in personal and commercial auto and homeowners insurance throughout the Northeast and mid-Atlantic, where we have built an unparalleled reputation for service. We continuously invest in technology, our employees thrive in our empowering environment, and our customers are among the most loyal in the industry. The Plymouth Rock group of companies employs more than 1,900 people and is headquartered in Boston, Massachusetts. Plymouth Rock Assurance Corporation holds an A.M. Best rating of A-/Excellent.