Senior Manager, A&H Claims and Customer Service

Senior Manager, A&H Claims and Customer Service

About Integrated Specialty Coverages

Integrated Specialty Coverages, LLC (ISC) is a growth stage technology and data-driven commercial insurance wholesaler leading innovation in the market.

Backed by one of the leading private equity firms, KKR, and led by a forward-thinking management team, ISC is combining the worlds of insurance and technology to create an Insurtech powerhouse. As a leading online distributor of insurance products for a range of industries and "Main Street USA", we are looking for the right people to help us in our mission of achieving exponential growth. We strive to be the number one place to go for brokers and agents to source insurance. To accomplish this, we're building a digitally focused team that deeply understands the intersection between user experience, data, and AI/ML to optimize the way we engage with our customers and partners.

Job Summary

The Senior Manager, Accident and Health (A&H) Claims and Customer Service is a critical position reporting directly to the SVP, A&H. The role is responsible for leading the Customer Service team as well as developing and leading the relationship with our Travel Insurance Division (referred to as INF) TPA, Robin Assist. The role ensures compliant operations and collects critical input on product usage to provide insight and recommendations into plan benefits. The ideal candidate will combine industry expertise in A&H customer and claims insurance, global regulatory navigation skills, and a strong operational and execution-oriented mindset.

Position Responsibilities

• Serve as a subject matter expert 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.

Minimum Qualifications

• 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-functionallyespecially 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.

This role also offers bonus pay. Your ISC Talent Acquisition representative will share more details about the bonus component should you advance in the interview process.

The starting annual pay scale for this position is listed below. Actual starting pay will be based on factors such as skills, qualifications, training, and experience. In addition, the company offers comprehensive benefits including medical, dental and vision insurance, 401(k) plan with match, paid time off, and other benefits.

ISC's salary ranges are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

National Pay Range

$150,000 - $190,000 USD

Benefits of Working at ISC

• 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
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