General Liability Intake & Triage Supervisor

Key Responsibilities

Team Leadership & Development

• Supervise, mentor, and support Claims Intake and Triage team members.

• Provide ongoing coaching, performance feedback, and professional development opportunities.

• Assist in recruiting, interviewing, onboarding, and training new employees.

• Establish performance expectations and promote a culture of accountability, collaboration, and customer service.

• Conduct regular team meetings and one-on-one coaching sessions to drive engagement and performance.

Intake & Triage Oversight

• Ensure accurate and timely intake, setup, classification, and assignment of incoming claims.

• Review claim information to ensure appropriate routing based on client requirements, jurisdiction, severity, and claim type.

• Oversee workload distribution and prioritization to meet service level agreements (SLAs).

• Assist with complex, high-exposure, or escalated claim intake scenarios.

• Utilize General Liability claims knowledge to support proper claim categorization and assignment decisions.

Quality & Compliance

• Monitor accuracy and consistency of claim setup and triage activities.

• Ensure adherence to regulatory requirements, client service instructions, carrier guidelines, and company policies.

• Perform quality reviews and provide feedback to improve accuracy and efficiency.

• Support internal audits, client audits, and quality assurance initiatives.

• Identify trends and opportunities to reduce errors and improve performance.

Qualifications

Required Qualifications

• Minimum 1-3 years of hands-on General Liability claims handling experience required.

• Strong understanding of General Liability claim investigation, coverage concepts, liability assessment, and claim management principles.

• Experience working within a TPA, insurance carrier, or self-insured claims environment.

• Demonstrated knowledge of claims workflows, claim assignment practices, and intake operations.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• Excellent communication, leadership, and problem-solving skills.

• Proficiency with claims management systems and Microsoft Office applications.

Preferred Qualifications

• 1-3 years of supervisory, team lead, or leadership experience.

• Multi-line claims experience, including Auto Liability, General Liability, Property, or Workers' Compensation.

• Experience managing service-level metrics and operational reporting.

• Prior experience supporting client-facing operations and service delivery.

Core Competencies

• Leadership & Team Development

• General Liability Claims Expertise

• Intake & Triage Operations

• Quality Assurance

• Client Service Excellence

• Process Improvement

• Decision-Making & Problem Solving

• Operational Planning & Execution

• Communication & Collaboration

• Regulatory Compliance

Physical & Work Environment

• Ability to work in a standard office or remote work environment.

• Prolonged periods of sitting and computer use.

• Occasional extended hours may be required to meet operational or client needs.

Why Join Us?

At our organization, we are committed to delivering exceptional claims service while fostering a collaborative and supportive work environment. The Claims Intake & Triage Supervisor plays a critical role in ensuring claims are properly established and routed from the very beginning, setting the foundation for outstanding claim outcomes and client satisfaction.