Onboarding Specialist

Reserv is an insurtech creating and incubating cutting-edge AI and automation technology to bring efficiency and simplicity to claims. Founded by insurtech veterans with deep experience in SaaS and digital claims, Reserv is venture-backed by Bain Capital and Altai Ventures and began operations in May 2022. We are focused on automating highly manual tasks to tackle long-standing problems in claims and set a new standard for TPAs, insurance technology providers, and adjusters alike.

We have ambitious (but attainable!) goals and need people who can work in an evolving environment. If building a leading TPA and the prospect of tackling the long-standing challenges in claims sounds exciting, we can’t wait to meet you.

In this role, you are responsible for coordinating and leading the comprehensive onboarding process for our Carrier and MGA customers. This includes working across internal and external stakeholder teams to ensure the successful integration of our customers onto the Reserv platform. A high degree of organizational, communication and leadership skills are critical to be successful in this role. Equally important in this role is developing strong relationships with our customers. Onboarding Specialists focus on understanding our customers' needs and expectations and they work relentlessly to capture these in the onboarding experience.

• Energized. Effective leaders are energized and highly motivated by growth and scale. 
• Articulate. Excellent oral and written communication skills are essential in leading complex integrations across multiple stakeholders.
• Organized. Capturing, documenting and relaying critical data points is something good leaders are always focused on. Effective leaders are able to capture and distill the ambiguous to their stakeholders in order to accomplish objectives.
• Accountable. Leaders set clear expectations, take responsibility for their actions, work relentlessly to operate with integrity and take ownership for their outputs.
• Influential. Competing against the multitude of priorities across stakeholder groups is a complicated dynamic and requires the ability to influence without authority.
• Innovative. You challenge existing assumptions and find ways of leveraging technology to elevate the quality, reliability and speed of outputs.
• Curious. Leaders are constantly looking for ways to broaden their perspective and develop new skills. Effective leaders are driven by the possibility of having a more complete understanding of their environment.

We need you to do all the things typical to the role:

• Lead Reserv’s onboarding program for new TPA clients and provide prompt, courteous, high-quality customer service.
• Facilitate effective communication between internal stakeholder teams, including business development, claims, product, and technology, to meet customer demands and support sales efforts.
• Work closely with business development to demonstrate and effectively communicate the value proposition of TPA solutions to prospects and clients.
• Conduct product demos, run customer meetings, and ensure clear communication of the benefits and value of TPA solutions throughout the customer journey.
• Act as a technical expert, providing support and insights to enhance customer interactions and adapt processes to each client's unique needs.
• Analyze and utilize customer feedback to advocate for product improvements and enhancements that boost customer satisfaction and onboarding efficiency.
• Design and deliver impactful training programs focused on Reserv’s core products to enhance team technical skills and product presentation effectiveness.
• Establish and track key performance indicators, creating and iterating dashboards and reports to monitor success and drive continuous improvement on Reserv’s processes.

• Minimum of 5 years of claims experience, ideally in the following lines of business:

• • Auto
  • Property
  • Liability or Injury

• At least three years working in a client-facing sales or customer experience role
• Ability to read and understand the nuance of different insurance policies to translate relevant information to the team
• Capable of analyzing and evaluating data to make sound decisions to improve guidelines, policies, and procedures
• Ability to use understanding of claim and insurance policies to ask the right questions and interpret answers to be used to create the right priorities to set the client up for success with onboarding and team preparation
• Curious and motivated by problem-solving and questioning the status quo
• Desire to engage in learning opportunities and continuous professional development
• Willingness to travel for client needs

• Generous health-insurance package with nationwide coverage, vision, & dental
• 401(k) retirement plan with employer matching
• Competitive PTO policy – we want our employees fresh, healthy, happy, and energized!
• Generous family leave policy
• Work from anywhere to facilitate your work life balance
• Apple laptop, large second monitor, and other quality-of-life equipment you may want. Technology is something that should make your life easier, not harder!

At Reserv, we value diversity in backgrounds, perspectives, and life experiences and believe that diversity in viewpoints and critical thinking drives innovation, first-principles thinking, and success. We welcome applicants from all backgrounds and encourage those from all walks of life to apply. If you believe you are a good fit for this role, we would love to hear from you!