Intake Claims Team Lead

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Position Summary

The Team Lead is responsible for overseeing daily workflow operations, ensuring equitable task distribution, monitoring workloads and performance metrics, and providing support to both employees and management. This role serves as a key resource for team members by assisting with escalations, training, and operational guidance to maintain efficiency and service excellence.

Key Responsibilities

Workflow & Task Management

• Delegate and assign daily tasks to team members, including claims queues, manual reviews, shop calls, and other operational responsibilities.
• Monitor task completion to ensure work is completed accurately and within established service level expectations.
• Adjust workload distribution as needed to balance team capacity and business demands.
• Track employee productivity and provide guidance to ensure efficiency and quality standards are met.
• Timely and efficiently manage/respond to appropriate teams chats. (Intake)

Volume Monitoring & Reporting

• Monitor overall claim volume and manual review volume to identify trends, workload fluctuations, and potential resource needs.
• Communicate workload concerns and operational impacts to management.
• Assist in developing and implementing workflow strategies to improve throughput and reduce backlogs.
• Ensure timely movement of claims from receipt to delivery
• Ensure accuracy in claims set up including contact detail, vehicle detail and file notes.

Escalation Management

• Serve as a point of contact for claim, customer, shop, or process-related escalations.
• Investigate issues, gather required information, and work toward timely resolution.
• Escalate complex or high-risk matters to management when necessary.

Training & Team Support

• Assist with training of new employees.
• Provide ongoing coaching and support to team members regarding processes, systems, and best practices.
• Answer questions and provide guidance when management is unavailable or occupied with other priorities.
• Help identify knowledge gaps and recommend additional training opportunities to improve team performance.

Leadership & Collaboration

• Act as a resource and support partner for the team while fostering a collaborative and positive work environment.
• Promote adherence to company policies, procedures, and quality standards.
• Partner with management to support operational goals, process improvements, and team development initiatives.
• Encourage open communication and assist in resolving day-to-day operational challenges.

Qualifications

• Strong leadership, organizational, and time-management skills.
• Ability to prioritize tasks and manage multiple responsibilities simultaneously.
• Excellent problem-solving and decision-making abilities.
• Strong verbal and written communication skills.
• Experience handling escalations and providing customer or operational support.
• Ability to train, mentor, and support team members in a fast-paced environment.
• Proficiency with claims management systems, workflow tools, and Microsoft Office applications preferred.

Preferred Competencies

• Leadership and team development
• Workload planning and task delegation
• Claims operations knowledge
• Conflict resolution and escalation management
• Process improvement and operational efficiency
• Training and coaching expertise

Additional responsibilities may be assigned based off of specific business need.

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.