Retailer Claims Team Lead

SUMMARY

Provides day-to-day support to a team of Retailer Claims Specialists, including helping prioritize workload, offering coaching and guidance, and handling escalations. Conducts quality checks through phone observations and claim reviews. Shares performance reporting and supports Retailer Claims management with performance tracking. Works together with Retailer Claims management to identify and propose solutions to department process and system opportunities. Serves as Claims policy and procedure (P&P) subject matter expert (SME) and supports Subaru of America (SOA) headquarters and field staff contacts.

PRIMARY RESPONSIBILITIES

• Provides day-to-day, direct support and coaching of a team of Retailer Claims Specialists and Sr. Retailer Claims Specialists.
• Prioritizes daily workload of Retailer Claims Specialists according to factors such as volume, priorities, attendance, and Specialist knowledge and experience. Assigns tasks to Specialists accordingly.
• Monitors the quality of work of the Retailer Claims Specialists through phone observations and claim reviews to identify opportunities for appreciation and coaching. Rates and reviews performance of Retailer Claims Specialists and partners with Retailer Claims management to use this information for the annual performance process.
• Serves as liaison and claims subject matter expert to Subaru of America (SOA) internal and Field staff (including Customer Advocacy, District Parts/Service Managers, Regional Parts/Service Managers, District Service Quality Managers, etc.) offering timely and accurate support and fostering partnership across the field and HQ. Uses relationship-building to understand how Retailer Claims can effectively work with and assist other groups as well as establish a positive retailer and claims experience.
• Partners effectively with Retailer Claims management to proactively identify and escalate opportunities and solutions with Claims systems, processes, training and resources based on claim and call activity trends.
• Supports Retailer Claims management with mid-year and annual reviews for Retailer Claims Specialists.
• Supports Retailer Claims management with career development of Retailer Claims Specialists.
• Manages workforce management, adherence, attendance, lunch, and scheduling for the Claims Helpline phone team.
• Monitors retailer claim submissions for date changes, discrepancies, and any possible fraudulent activities. Reviews any findings with Retailer Claims management for follow-up.

ADDITIONAL RESPONSIBILITIES

• Serves as one of our primary claims trainers for field and retailer training.
• Supports Retailer Claims management with evaluating and interviewing Retailer Claims candidates.

QUALIFICATIONS

• Bachelor's Degree required Or H.S. Diploma and equivalent experience in lieu of degree required
• At least 6-8 years of relevant claims, service, or retailer/automotive work experience required
• Extensive background in claim processing, ideally in the Subaru of America (SOA) Retailer Claims department or in relevant external field.
• Automotive job experience (such as working at a retailer or other automotive group claims service) Preferred
• Excellent written and verbal communication skills.
• Strong problem-solver with the ability to develop creative and innovative solutions to complex problems.
• Ability to build strong working relationships with all people at all levels and develop and manage relationships successfully.
• Ability to work independently and manage multiple priorities effectively.
• Ability to function in fast-paced, high-volume work environment.
• Excellent leadership, organizational, and team-building skills.
• Proficiency in Microsoft Office (Word, PowerPoint, Excel).
• Strong working knowledge of all system applications related to claims processing, including the claims system, Subarunet, Retail Parts Management (RPM), the Labor Time Guide (LTG), and the Electronic Parts Catalog (EPC).
• Ability to support Retailer Claims management with coaching Claims Support Specialists with their Career Development Plan.
• Ability to contribute to the recruiting, interviewing, selection, and development of team members.

• Ability to present to a large group as part of both internal and external training activities.

   

EDUCATION & EXPERIENCE REQUIREMENTS: Bachelor’s degree required OR H.S. Diploma and 6-8 years of equivalent experience in lieu of degree required

WORK ENVIRONMENT

• Office Location: Camden, NJ apart of the Greater Philadelphia Area (Philly)
• Hybrid Role:  Remote work 2 days per week (after 90 days) [Wednesdays & Fridays]
• Required Travel: 15% Domestic Travel.

COMPENSATION: The recruiting base salary range for this full-time position is $90000-$105000/ year. Within the range, individual pay is determined by factors, including job-related skills, experience, and relevant education or training.  Additionally, this role is bonus-eligible. (Internal Job Grade: P3) 

WHY JOIN US? In addition to competitive salary, Subaru offers an amazing benefits package that includes:

   Total Rewards & Benefits:

• Medical, Dental, Vision Plans
• Pension, Profit Sharing, and 401K Match Offerings
• 15 Vacation days, 5 Floating Holidays, and 5 Sick days, and 9 Company Holidays
• Tuition Reimbursement Program: $15,000 yearly benefit
• Vehicle Discount Programs

   Learning & Development:

• Professional growth and development opportunities
• Direct partnership with senior leadership
• Formal Mentorship Program
• LinkedIn Learning License 

   Visit our Careers landing page for additional information about our compensation and benefit programs.

ABOUT SUBARU

LOVE. It’s what makes Subaru, Subaru®. As a leading auto brand in the US, we strive to be More Than a Car Company®. Subaru believes in being a positive force in the communities in which we live and work, not just with donations but with actions that set an example for others to follow. That’s what we call our Subaru Love Promise®.

Subaru is a globally renowned automobile manufacturer known for its commitment to innovation, safety, and sustainability. With a rich history dating back to 1953, Subaru has consistently pushed the boundaries of automotive engineering to deliver vehicles that offer not only exceptional performance but also a unique blend of utility and adventure.

Subaru's company culture is built on collaboration, diversity, and a shared passion for our product. We foster an inclusive environment that encourages employees to bring their unique perspectives and talents to the table. Our team members are driven by a common goal: to create exceptional vehicles that inspire and delight our customers.