Job Description

The Claims Supervisor oversees the daily operations of the life and health claims processing team. This role ensures accurate, timely collection of documentation and efficient submission to insurance carriers. The Supervisor manages escalations, maintains key performance indicators (KPIs), and fosters team growth through training and development.

The Claims Supervisor will report to the Director of Insurance Operations.

Your Impact:

• Operations Management Drive team productivity to ensure timely processing of life and health claims.

• Quality Assurance Oversee the collection of complete documentation from claimants for seamless carrier submission.

• Relationship Management Serve as the primary liaison between carriers, clients, and internal teams to resolve escalated issues.

• Performance Metrics Manage phone coverage and monitor contact center KPIs, including service levels and abandonment rates.

• Talent Development Lead new hire onboarding and facilitate continuous professional development for the existing team.

Successful Candidates Will Have:

• Team Leadership Minimum 2–3 years of experience directly managing, mentoring, and developing a team in a professional setting.

• Call Center Operations Proven experience working in a high-volume contact center, with a strong understanding of phone systems and real-time queue management.

• Metric Metrics Mastery Demonstrated success meeting and exceeding call center KPIs, specifically Service Level Agreements (SLAs), abandonment rates, and average handle time (AHT).

• Claims Handling Background in insurance claims processing, case management, or affinity program administration, preferred.

• Escalation Resolution Experience handling complex customer grievances, sensitive client concerns, and carrier disputes.

• Training & Onboarding Track record of delivering new hire training, conducting quality assurance evaluations, and providing constructive performance feedback.

• Communication Skills: Ability to read and interpret documents, such as detailed correspondence, procedure manuals, insurance policies or contracts. Ability to speak effectively before customers and/or employees of the organization.

One80 Intermediaries is part of Arrowhead Intermediaries, a global insurance distribution platform that offers deep specialization, scale, and innovation across wholesale brokerage, program administration, and specialty insurance. With more than 7,000 professionals worldwide and a collective portfolio exceeding $18 billion in premium placed in 2024, our combined organization delivers a diverse trading platform for insurance carriers as well as expanded access and niche solutions for brokers and customers navigating complex and hard-to-place risks. The platform combines entrepreneurial culture with operational excellence to deliver tailored solutions and long-term value across the insurance ecosystem.

Pay Range:

$51,800 - $58,000 Annual

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for this role.

One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.

Learn more about working at One80 Intermediaries by visiting our careers page: www.one80.com/careers

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