Manager, P/C Customer Service
Company: Michigan Farm Bureau
Location: Lansing
Posted on: October 19, 2024
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Job Description:
Manager, P/C Customer Service
US-MI-Lansing
Job ID: 2024-4625
Type: Regular Full-Time
# of Openings: 1
Category: Management
Farm Bureau Center
Overview
Manager, P/C Customer Service ObjectiveTo lead a team responsible
for successful execution of all aspects of the Property/Casualty
Customer Service (PCCS) process, including system entry,
requirements gathering, issuing, production and mailing of
policies. To focus on developing teams to perform strongly and
productively. To promote a positive customer experience in all
interactions with Farm Bureau Insurance agents, staff and
policyholders. To provide leadership on PCCS Division and Corporate
Plan projects; set expectations, philosophy and ensure results are
achieved as expected. To place strong emphasis on innovation,
industry best practices and effective use of resources.
Responsibilities
Manager, P/C Customer Service ResponsibilitiesAdvocate for our
customers and agents in product, process and project meetings.
Focus on the key elements of delegation. Streamline processing in
the Customer Service areas to reduce expenses. Understand, improve
and leverage our phone system. Assist in the creation of activity
reports. Analyze results, make changes to achieve a high level of
customer satisfaction. Research, implement, maintain and monitor
processes that will lead to successful and consistent service
standard delivery. Stay abreast of technological enhancements to
ensure that the team has the tools it needs to support the
functions. Create an environment where people feel valued,
appreciated, and empowered to improve the organization. Create an
environment where ideas and opinions are shared. Provide
opportunities to share knowledge and skills. Recruit and retain a
qualified staff, measure and reward performance, and plan for
succession. Complete performance reviews and participate in
employee selection, promotion, discipline and termination in
accordance with corporate guidelines. Develop and implement
departmental training program. Utilize in-house and external
resources to define training objectives, training expectations and
measures with a focus on effectiveness and consistency. Clearly
communicate job expectations, service standards and departmental
and individual performance. Set expectations, measure performance
and accountability. Assist the P/C Customer Service director and
coordinate with other departments, activities associated with the
development, implementation and monitoring of the corporate plan.
Assist in the development of short- and long-range corporate goals,
objectives and strategies. Drive business decisions and secure
solutions to business needs. Maintain contacts with personnel from
other companies for mutual exchange of information pertaining to
the department. Participate in and lead process review initiatives
within the division. Maintain a high level of technical expertise
and knowledge of company guidelines as it relates to billing,
reinstatements and customer relationship management. Be a strong
subject matter expert in the area of Guidewire and Legacy systems,
billing, contract language, collections, integration and impacts on
field sales objectives and needs. Stay abreast of technological
enhancements to ensure the team has the tools it needs to support
these functions. Resolve complaints and problem cases from agents,
policyholders and others which require special attention. Set up
and monitor a budget for expenses to meet departmental goals.
Travel as required to agent offices, vendor sites and other
companies. Attend educational insurance industry, leadership
training and other related classes as needed to meet the objectives
of the position. Attend in-house and/or external training sessions
applicable to assignment or personal development needs. Learn
continuously. Develop a Professional Development Plan (PDP) for
one's self and the team, concentrate on goals and objectives, and
incorporate feedback to stay on track. Create and execute a
Customer Service team Succession Plan.
Qualifications
Manager, P/C Customer Service Qualifications
RequiredBachelor's degree required in insurance, business,
technology or related field. Demonstrated ability to coach the
development of others including the ability to manage performance
required. Ten or more years of a solid technical background. P/C
license required or obtained within 90 days of hire. Willingness to
pursue continuing job-related education. Willingness to participate
in self-assessments. Demonstrated ability to operate a personal
computer and a variety of software applications. Experience in
Microsoft Office Excel and Word. Ability to work efficiently under
stressful conditions and meet pre-established deadlines.
PreferredCBAP, PMP or equivalent designations preferred. Two to
four years supervisory/management experience preferred. Five years
insurance background in related field preferred. Strong background
in project methodology, project management, business analysis,
testing and project governance preferred. Two to five years
supervisory experience preferred. Note: This is a hybrid position
working both remotely and in the Farm Bureau Home Office located in
Lansing, Michigan. Candidate must reside in Michigan. Farm Bureau
offers a full benefit package including medical, dental, vision,
and 401K. PM19
All qualified applicants will receive consideration for employment
without regard to race, color, religion, sex, sexual orientation,
gender identity, national origin, disability, or status as a
protected veteran.
Compensation details: 86815-108519 Yearly Salary
PId270f4a05912-37248-35838421
Keywords: Michigan Farm Bureau, Midland , Manager, P/C Customer Service, Hospitality & Tourism , Lansing, Michigan
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