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Customer Experience Manager

2 months ago

Buffalo, New York, United States Merchants Group Full time

**Job Summary**

**About Merchants Insurance Group**

Merchants Insurance Group is a leading Property and Casualty Insurer in the Northeast, dedicated to providing exceptional service to our policyholders. We are seeking a highly skilled Customer Experience Manager to join our Claims team at our Corporate Headquarters in Buffalo, New York.

**Key Responsibilities**

The Customer Experience Manager will be responsible for supervising a team of Claims Service Representatives and Auto Physical Damage Claim Adjusters (APD). This role reports directly to the Claim Manager and interacts extensively with internal colleagues, policyholders, agents, attorneys, and claim-related service providers.

**Essential Duties and Responsibilities**

  • Foster an environment of superior customer service with a focus on customer satisfaction while maintaining standards of performance, including investigation, coverage, and regulation compliance.
  • Recommend and monitor action plans that will have a positive impact on current and long-range policies and objectives of the Claim Department.
  • Ensure that claim files are properly maintained, documented, and settlements are reasonable and equitable.
  • Supervise the APD claim activity and personnel that directly report to this position.
  • Cultivate relationships with claims and other internal staff, policyholders, attorneys, agents, and service providers to achieve optimal outcomes for Merchants and our policyholders.
  • Ensure timely and accurate reserves consistent with established reserving philosophy and practices.

**Requirements**

  • A 4-year degree or equivalent work-related experience.
  • 2+ years of claim handling experience is required.
  • Prior supervisory experience is a plus.
  • The ability to mentor and coach direct reports.
  • Excellent customer service skills.
  • Professional designations or working towards industry-specific designations are a plus.
  • Exceptional organization, negotiation, verbal, and written communication skills are required.

**Benefits**

  • Welcoming and positive work environment.
  • Flexible work arrangements, including flex scheduling and summer hours.
  • Competitive pay scale.
  • Generous paid time off package.
  • Full benefits: Health, Dental, Vision, Life Insurance, Short Term Disability, 401(k) employer match amount is 100% up to 6% of your annual contributions.
  • Two outstanding company bonus programs.
  • Tuition Reimbursement.