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ISC (Integrated Specialty Coverages, LLC) · 17 hours ago

Senior Manager, A&H Claims and Customer Service

United States

Full-time

Remote

Senior Level, Lead/Staff

$150K/yr - $190K/yr

8+ years exp

Integrated Specialty Coverages, LLC (ISC) is a growth stage technology and data-driven commercial MGA and insurance wholesaler leading innovation in the market. The Senior Manager, Accident and Health Claims and Customer Service is responsible for leading the Customer Service team and managing relationships with the Travel Insurance Division, ensuring compliant operations and enhancing customer experiences.

Artificial Intelligence (AI)Information TechnologyInsuranceInsurTech

No H1B

Responsibilities

Serve as a subject matter expert (SME) for INF travel insurance policies and plans, ensuring deep knowledge of coverage, compliance, and product details

Train Customer Service Team on policy elements (refunds, cancellations, coverage types)

Monitor customer feedback to provide recommendations for product and service enhancements

Support broker partners, resolving escalations and policy-related issues

Resolve complex escalations with empathy and expertise; step in to deliver expert-level customer service when required

Ensure communication channels are effective, customer feedback is captured, and improvement opportunities are identified

Evaluate customer interactions for quality assurance and provide coaching to team members

Design and implement proactive service strategies that focus on preventing issues before they escalate

Lead, inspire, and motivate the Customer Service team (through third party agencies), ensuring alignment with ISC’s values

Mentor and develop Team Leads, focusing on accountability, and performance improvement

Deliver reporting, prioritization, and execution of operational objectives

Build a collaborative, high-performance environment leveraging principles of The Great Game of Business

Assess team resource capacity and support the hiring of new team members to meet business needs

Foster a strong feedback culture by implementing continuous improvement and retrospective practices

Collaborate with ISC’s CEC to ensure centralized operational procedures are adhered to

Document and standardize core procedures and SOPs

Track team performance against KPIs

Analyze data to identify trends, risks, and areas for improvement, creating reports and recommendations

Oversee CRM implementation and management, including reports, KPIs, and staffing needs

Ensure adherence to quality assurance standards across customer interactions

Manage the relationship with INF’s TPA, ensuring performance and adherence to contract terms

Establishes efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction

Provides support and input to SVP budgeting process and ongoing management of P&L

Collaborate with Product and Tech teams to troubleshoot platform issues and enable seamless digital customer experiences

Support Process Excellence initiatives, partnering with teams to optimize workflows and operations

Build reporting frameworks to measure performance, service consistency, and customer sentiment

Create scalable, data-driven processes that support long-term organizational growth and performance

Qualification

A&H Insurance ExpertiseTeam DevelopmentOperational ManagementCRM ProficiencyLeadershipData AnalysisChange ManagementCross-Functional CollaborationCustomer Service ExcellenceQuality AssuranceAgilityOwnership

Required

Bachelors Degree in related field

Minimum 8 years of progressive experience in insurance operations, claims, or customer service management, preferably with travel or health insurance products with minimum 3 years experience managerial experience

Experience with managing BPO arrangements on a global basis

Exceptional leadership, team development, and coaching experience, with a track record of building high-performance teams

Demonstrated expertise in complex claims handling, policy administration, regulatory compliance, and escalation management

Proficiency with CRM platforms, data analytics tools, and reporting frameworks to drive operational efficiency and customer experience

Proven ability to collaborate cross-functionally—especially with Product, Tech, Compliance, and external partners (TPAs, brokers)—for continuous improvement

Excellent communication, negotiation, and stakeholder management skills, with the ability to represent the organization with clients, partners, and regulators

Agility, ownership, and focus to deliver high-impact results in dynamic environments

Travel Insurance Product Mastery: Proven expertise in travel insurance policies, coverage options, and regulatory compliance; ability to train internal teams and broker partners on product details and claims procedures

Customer Service Excellence: Demonstrated skill resolving complex customer and broker escalations with empathy, efficiency, and professionalism; adept at designing proactive service strategies to drive satisfaction

Quality Assurance and Coaching: Experience evaluating customer interactions, providing feedback, and coaching team members to high performance and consistent service standards

Leadership and Team Development: Strong ability to mentor, inspire, and develop Customer Service Leads and staff, driving accountability, change readiness, and a culture of collaboration and continuous improvement

Operational Management: Expertise in documenting and managing standard operating procedures, tracking KPIs, and overseeing centralized processes for claims and customer service

CRM and Technology Skills: Proficiency in CRM platforms (e.g., Salesforce, Zendesk) and digital customer service tools; skilled at data integrity, reporting, and supporting seamless digital experiences

Data Analysis and Reporting: Advanced ability to analyze customer, claims, and operational data to identify trends, risks, and actionable insights; experience developing scalable, data-driven processes and reporting frameworks

Cross-Functional Collaboration: Track record of successfully partnering with product, technology, compliance, and process excellence teams to optimize workflows and support strategic initiatives

Change Management and Adaptability: Skilled at championing change, driving operational improvements, and adapting team strategies in a dynamic, growth-oriented insurance environment

You are intellectually agile; a strategic thinker who can think deeply about business problems, break down the key issues, and implement solutions

Willing to travel internationally to the Philippines

Benefits

Employee Ownership Program - every eligible employee shares in the financial rewards that grow when the company grows

Professional development opportunities

Owner Referral Program

Work from home reimbursement for remote/hybrid roles

Canary emergency financial assistance program

Comprehensive medical, dental, vision

Life/AD&D Insurance

Confidential, Employee Assistance Program

Health Savings Account, includes company contribution

Short-term disability

Voluntary benefits - supplemental accident, critical illness, hospital insurance

Employee discounts

401(k) Plan with company match contribution

Addition Wealth Financial Wellness Program

Various Time Off Programs

11 company paid holidays

Company

ISC (Integrated Specialty Coverages, LLC)

Integrated Specialty Coverages (ISC) is a World-Class Program Administrator dedicated to underwriting excellence, client service, and customer experience.

Founded in 2016

Harrison, New York, USA

201-500 employees