Policy Administration, Contact Center Manager

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $85.8k - $130.4k / year

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Call Center Representative

👻 Ghost score 0%

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EMC Insurance Companies

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1911

🛡️ Insurance

Insurance

EMC Insurance Companies is a mutual insurance firm providing specialized business insurance solutions. They focus on commercial property insurance, liability insurance, workers' compensation, and business owners' policies. With a strong emphasis on personalized service, EMC collaborates closely with local agents to deliver comprehensive and tailored coverage. EMC is committed to understanding the unique challenges faced by its policyholders, offering risk management and loss control resources to help businesses safeguard their assets. Known for their dedicated partnerships and exceptional customer service, EMC ensures that businesses are prepared for the unexpected with their superior insurance solutions.

📋 Description

• Oversee and monitor the workload and performance of the Policy Administration and Contact Center teams • Establish performance goals, monitor status, conduct performance reviews, and provide coaching • Interview, hire, and recommend salary adjustments for team members • Develop team expertise and assist with succession planning and development plans • Conduct quality audits and improve team accuracy and efficiency • Engage in department budgeting • Own workforce management, including volume and staffing forecasts, scheduling, and real-time staffing adjustments • Manage policyowner service-request workflow • Develop and monitor procedures and correspondence related to contract provisions, replacement rules, forms usage, confidentiality, privacy, and other mandates • Lead continuous improvement and customer-experience oversight, including contact-center technology and digital self-service adoption • Monitor customer-experience results and direct corrective action • Own process controls, quality checks, sign-off requirements, control self-assessments, audits, and remediation • Analyze and monitor federal and state tax regulations, reporting requirements, and contribution limits • Provide guidance and training to ensure compliance

🎯 Requirements

• Bachelor’s degree, preferably in insurance, business, or a related field, or equivalent relevant experience • Seven years of policy administration experience in life insurance and annuities or related experience • Prior leadership experience • Advanced proven knowledge and understanding of life insurance industry products and procedures • Excellent knowledge of state insurance and IRS regulations • Working knowledge of contact center operations, including service level, scheduling, and quality monitoring practices • Strong technical knowledge of computers and insurance administration systems, including contact center/telephony platforms • Excellent leadership abilities and interpersonal skills with the ability to foster a cooperative work environment • Superior verbal and written communication skills • Excellent organizational and customer service skills • Superior analytical and problem-solving abilities • Ability to work in a fast-paced and team environment • Ability to maintain confidentiality

🏖️ Benefits

• Comprehensive rewards package; benefits details provided at www.emcins.com/careers