Insurance Service Supervisor

hace 2 semanas

Tijuana, México Integon Service Co. A tiempo completo

**Primary Purpose**:
Responsible for daily supervision, managing employee satisfaction, and coaching and developing their team while maintaining and growing a relationship between Company policyholders and independent agents.

**Essential Duties and Responsibilities**:

- Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time._
- Interview and select personnel
- Communicate to management regarding issues affecting the performance of the staff or customer satisfaction
- Continuously consider process improvements and implement best practices
- Ensure all critical operational metrics are achieved such as service levels, customer care, productivity standards, customer satisfaction scores
- Hold frequent development discussions
- Compile and conduct performance appraisals and checkpoint meetings
- Identify training needs and evaluates current training methods to maximize individual performance and unit flexibility
- Research and resolve escalated requests and or complaints from internal and external customers
- Coach and provide leadership in team, daily support to team members with issues; motivates others to excel
- Promote teamwork through consistency, reliability and group cohesiveness
- Effectively communicate within Policy Operations with other business partners and third parties, demonstrates managerial courage when communicating with Senior Leadership
- Review and report work volume and Operational results
- Back up unit personnel as needed
- Answer policy level requests such as policy and billing questions, cancellation requests, updating customer profiles, processing billing adjustments/drafts,and refunds
- Handle situations independent of a Manager with ability to resolve conflicts and empathize with customers
- Provide superior service by delivering a WOW experience for both independent agents and National General Insurance customers
- Share feedback when training opportunities are identified
- Effectively communicate through oral and written communication
- Handle administrative work; time cards, reports, spreadsheets
- Assist with budget variances as needed

JOB REQUIREMENTS

**Minimum Skills and Competencies**:

- The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions._
- High school diploma or general education degree (GED) required
- Fully bilingual in English and Spanish
- Demonstrate exceptional leadership, diplomacy,and coaching/mentoring skills
- Must possess effective verbal and written communication skills
- Proficient in Microsoft Office Suite (Word, Excel, Outlook)
- Ability to work independently as well as collaboratively in a team environment
- Ability to successfully complete HIPPA certification annually (Health)
- Excellent interpersonal skills with the ability to establish working relationships with individuals at varying levels within the organization
- Must be customer-oriented and able to effectively trouble shoot and resolve customer questions and concerns
- Demonstrated integrity within a professional environment
- Ability to adapt to new situations and learn quickly
- Ability to multi-task and manage several systems on a daily basis
- Demonstrates excellent problem solving and decision making skills
- High degree of dependability, motivation and flexibility
- Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines

**Desired Skills**:

- Associates or Bachelor Degree, or equivalent leadership experience
- Ability to type a minimum of 30 words per minute
- Demonstrates in-depth knowledge of structure, functions, flow, and procedures of Policy Operations
- Previous experience in insurance customer service with personal auto, commercial, motorcycle, recreational vehicle, accident and health, supplemental health, and/or homeowners products is preferred

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