Client Services Onboarding Specialist, Lead

1 month ago

Atlanta, United States Reserv Full time
Job DescriptionJob DescriptionDescriptionAbout Reserv

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious (but attainable) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges in claims sounds exciting, we can't wait to meet you.

About the role

In this pivotal position, you will lead a comprehensive onboarding program for our clients, ensuring seamless transitions and fostering strong Carrier, MGA, and Program relationships. As a key liaison for Reserv, you will bridge communication between business development, claims, product, and technology teams to support customer demands and expectations.

Who you are
  • Highly motivated and growth-oriented. You're excited by the prospect of building a tech-driven claims org.
  • Passionate professional who cares about the client and their experience.
  • Sense of urgency at all times, balanced with the ability to be detail oriented.
  • Creative. You challenge existing assumptions and find ways of leveraging technology to support the subrogation process.
  • Curious. You want to know the whole story so you can make the right decisions early an be decisive when it counts.
  • Anti-status quo. You don't just wish things were done differently, you action on it.
  • Communicative. (we'd love to know what this means to you)
  • And did we mention, a sense of humor. Claims are hard enough as it is.

What we need

We need you to do all the things typical to the role:

  • Lead Reserv's onboarding program for new TPA clients and provide prompt, courteous, high-quality customer service.
  • Facilitate effective communication between business development, claims, product, and technology teams to meet customer demands and support sales efforts.
  • Work closely with business development to demonstrate and effectively communicate the value proposition of TPA solutions to prospects and clients.
  • Conduct product demos, run customer meetings, and ensure clear communication of the benefits and value of TPA solutions throughout the customer journey.
  • Act as a technical expert, providing support and insights to enhance customer interactions and adapt processes to each client's unique needs.
  • Analyze and utilize customer feedback to advocate for product improvements and enhancements that boost customer satisfaction and onboarding efficiency.
  • Design and deliver impactful training programs focused on Reserv's core products to enhance team technical skills and product presentation effectiveness.
  • Establish and track key performance indicators, creating and iterating dashboards and reports to monitor success and drive continuous improvement on Reserv's processes.

Requirements:
  • Minimum of 5 years of claims experience, ideally in the following lines of business:
    • Auto
    • Property
    • Liability or Injury
  • At least three years working in a client-facing sales or customer experience role
    • [Bonus points if it was in a Sales Engineer capacity before]
  • Ability to read and understand the nuance of different insurance policies to translate relevant information to the team
  • Capable of analyzing and evaluating data to make sound decisions to improve guidelines, policies, and procedures
  • Ability to use understanding of claim and insurance policies to ask the right questions and interpret answers to be used to created the right onboarding items to set the client up for success with onboarding and team preparation
  • Curious and motivated by problem-solving and questioning the status quo
  • Desire to engage in learning opportunities and continuous professional development
  • Willingness to travel for client needs

Benefits
  • Generous health-insurance package with nationwide coverage, vision, & dental
  • 401(k) retirement plan with employer matching
  • Competitive PTO policy – we want our employees fresh, healthy, happy, and energized
  • Generous family leave policy
  • Work from anywhere to facilitate your work life balance
  • Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder

At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you



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