• Review claim files regularly for quality • Track and monitor all statistical measures and behavioral indicators to evaluate Claims Reps performance (e.g. file review, audits, reports and complaints) • Coach and counsel employees on performance in a responsive and timely manner • Resolve a variety of customer service issues through communication and interaction • Implement effective ways (internal/external) to monitor and evaluate customer concerns, issues, satisfaction, and anticipate customer needs • Manage employee recruitment and development effectively • Identify and implement staff development and training needs to support an effective succession plan • Lead meetings in collaboration with unit management to communicate goals with direct reports and reinforce/monitor behavior that furthers technical and customer service performance expectations • Maintain knowledge of current industry developments and best practices • Participate in committees and projects that will support the organization's goals and objectives