Customer Service Advocacy Team Lead

Sedgwick

Supervising a team of examiners for disability claims while ensuring quality training and performance. Sedgwick oversees claims administration, navigating complex risk landscapes globally.

Posted 4/30/2026full-timeOrlando • Florida, Minnesota • 🇺🇸 United StatesSenior💰 $57,000 - $60,000 per yearWebsite

About the role

Key responsibilities & impact

To supervise a team of examiners for disability/leave claims for clients and monitor team's workload
To provide technical/jurisdictional direction to examiner reports on claims adjudication
To train, organize, develop, and deliver a quality service culture curriculum to claims examiners ensuring high quality training is delivered to support internal and external client needs
To monitor calls to determine customer call quality and effectiveness of customer contact response and interactions
Identifies and advises management of trends, problems, issues, and recommended course of action
Develops and conducts training to address examiners' needs
Reviews calls to evaluate claim examiners to ensure performance meets established service culture curriculum policies, standards and guidelines
Provides verbal and written feedback, as well as coaching and development to management and examiners to promote improvement
Maintains and supervises Advocate Response Team (ART), providing leadership, direction, and support
Monitors workloads and status, supports colleagues by providing advice on handling complex issues, and identifies and resolves problems and issues
Communicates with clients in a professional manner, promoting a quality service culture

Requirements

What you’ll need

Bachelor's degree from accredited college or university preferred
Licenses as required
Professional certifications as applicable to line of business preferred
Six (6) years of claims experience or equivalent combination of education and experience required
Two (2) years of supervisory experience in the insurance claims industry preferred
Knowledge of disability/FMLA plan eligibility, coverage and benefits
Excellent oral and written communication, including presentation skills
PC literate, including Microsoft Office products
Outstanding customer service skills
Analytical and interpretive skills
Strong organizational skills
Good interpersonal skills
Ability to work in a team environment
Ability to meet or exceed Performance Competencies

Benefits

Comp & perks

medical
dental
vision
401k and matching
PTO
disability and life insurance
employee assistance
flexible spending or health savings account
other additional voluntary benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

claims adjudicationdisability plan eligibilityFMLA coveragecustomer call quality evaluationtraining developmentperformance evaluationproblem resolutionanalytical skillsinterpretive skills

Soft Skills

leadershipcommunicationcustomer serviceorganizational skillsinterpersonal skillsteamworkcoachingfeedback deliveryproblem-solving

Certifications

professional certifications