Insurance Service Supervisor

**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 neededJOB 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