Berkley One is a modern insurance provider for a modern generation of affluence. We serve clients who live dynamic, adventurous lives and expect their insurance experience to match. Our mission is to deliver highly personalized risk and claims management through a blend of expert independent agents, cutting-edge digital tools, and the strength of the Berkley brand.

 

Why Join Us?
At Berkley One, you’ll be part of a forward-thinking team that’s reimagining personal insurance. We’re building solutions that are as sophisticated and agile as the clients we serve—individuals and families who value innovation, simplicity, and exceptional service. You’ll collaborate with passionate professionals, leverage modern technology, and help shape the future of our industry.

 

What We Value

• A client-first mindset with a passion for delivering exceptional experiences
• Curiosity, creativity, and a drive to challenge the status quo
• Collaboration across disciplines to build smarter, more intuitive solutions
• Integrity, expertise, and a commitment to excellence

Join us in creating a new standard in personal insurance—where protection meets possibility.

#LI-AV1  #LI-hybrid

This role will be based in our Phoenix, AZ or Wilmington, DE office.  We offer a hybrid work schedule with 4 days in the office; and 1 day remote where it makes sense to do so.

 

The Company is an equal employment opportunity employer.

As our Claims Concierge Team Lead, you'll be responsible for overseeing the day-to-day operations of the Claims Concierge team. This role ensures the team delivers an exceptional claims experience by supporting insureds and internal claims professionals with efficiency, empathy, and accuracy. We'll trust you to coach and develop team members, monitor performance metrics, and collaborate with leadership to drive continuous improvement.

 

What you can expect:

• Culture of innovation, teamwork, supportive colleagues and leaders willing to invest in talent
• Internal mobility opportunities 
• Visibility to senior leaders and partnership with cross functional teams
• Opportunity to impact change
• Benefits – competitive compensation, paid time off, comprehensive wellness benefits and programs, employer funded health savings account, profit sharing, 401k, paid parental leave, employee stock purchase plan, tuition assistance and professional continuing education

We'll count on you to: 

• Oversee and support the daily operations of the Claims Concierge team, ensuring timely and accurate processing of claims-related activities, customer inquiries, and administrative workflows to deliver a seamless and exceptional claims experience.
• Monitor team performance against KPIs and service standards; report on metrics regularly.
• Train, coach, and mentor team members to ensure adherence to workflows and service excellence.
• Identify and implement process improvements to enhance efficiency, accuracy, and customer satisfaction.
• Serve as a point of escalation for complex or sensitive customer inquiries.
• Collaborate with Claims leadership and other departments (e.g., Service, Finance) to optimize cross-functional workflows.
• Support staffing and scheduling needs based on volume and service demands.
• Participate in special projects and initiatives as assigned.

 

What you need to have:

• 2+ years of experience in claims operations, customer service, or related field
• Prior experience in a leadership or mentoring role
• Strong communication and interpersonal skills
• Ability to lead by example and foster a collaborative team environment
• Calm under pressure with excellent organizational and follow-through skills
• Proficient in claims systems and technology platforms preferred (e.g., Cotality, CCC, Enterprise)
• Strong analytical and decision-making skills
• Natural curiosity and a continuous improvement mindset

What makes you stand out:

• Bachelor’s degree preferred but not required
• Insurance industry experience preferred

We do not accept any unsolicited resumes from external recruiting agencies or firms.

The company offers a competitive compensation plan and robust benefits package for full time regular employees.

The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment.

Sponsorship not Offered for this Role