Client Care Supervisor

I am looking for talented individuals to join Ceres Life Insurance a unit of Salem Group Holdings

Client Care Supervisor 

Ceres Life Insurance 

Full-time permanent opportunity 

Location: Hybrid: Shelton, CT Area   

Remote: Outside of CT

Apply today by sending an email to Alea Bradley at abradley@3clife.info.

Company Overview:  

Westaim and CC Capital have joined forces to strategically transform Westaim from a holding company into a global alternative credit asset manager with a unique, integrated insurance platform, branded as New Westaim. This partnership fuels a vision to provide innovative, customized financial solutions in the alternative credit and insurance space, expanding opportunities for growth and client impact. 

As a newly formed entity within this partnership is Ceres Life Insurance, a unit of Salem Group Holdings LLC. Ceres is a fast-growing, forward-thinking annuity startup dedicated to securing financial futures for clients through innovative annuity solutions. Our mission is to enable individuals to retire with peace of mind and dignity by combining advanced technology, top-tier talent, and strong vendor partnerships to provide exceptional support and service. 

At Ceres Life Insurance, we are deeply committed to fostering a positive, client-centered culture. Through our Digital Contact Center, we deliver exceptional, personalized support that empowers clients to take control of their financial journey. Our approach focuses on proactive solutions, self-service tools, and collaborative client relationships to help individuals reach their financial goals and retire confidently. 

Position Summary: 

As the Client Care Supervisor, you will work under the leadership of the Client Care & Contact Center Manager to support client care operations and provide guidance to Client Care Specialists. You will be responsible for driving client care strategies that ensure exceptional client and agent experiences, handling escalations, and optimizing daily operations in alignment with company objectives.  

This role will support service delivery and scaling of our client care operations towards a successful 1Q25 launch and beyond. You will champion the implementation of new initiatives, technology, and processes that drive customer satisfaction and operational efficiency while providing leadership to Client Care Specialists both in person and remotely.  

The ideal candidate will be experienced in digital contact centers and have a passion for developing high-performing teams. This role is focused on providing excellent client and agent support, accurate and timely processing, and attainment of key metrics on various channels while supporting a digital roadmap. You will leverage your experience in CCaaS enablement to drive automation while delivering a compliant and exceptional client experience.  

Key Responsibilities: 

Team Leadership and Support: 

• Provide direct supervision and day-to-day guidance to Client Care Specialists to execute the contact center’s operational strategy in alignment with company-wide objectives. 
• Conduct daily or weekly team huddles to share updates, performance metrics, and motivate the team to meet targets. 
• Offer real-time coaching and support to team members, helping them resolve client inquiries and improve performance where needed. 

Client Experience & Issue Resolution: 

• Act as the first point of escalation for client service issues that cannot be resolved by Client Care Specialists. 
• Investigate and resolve more complex client issues, working with internal teams as necessary to ensure timely and accurate resolution. 
• Ensure that all client interactions adhere to service level agreements (SLAs) and company quality standards. 
• Oversee client communications across multiple channels (phone, email, SMS, chat) to achieve a consistent and exceptional client experience.   
• Educate clients on self-service tools, enhancing usage and reducing support inquiries through proactive client training on knowledge bases and automated systems. 

Operational Efficiency 

• Monitor and manage daily team performance to ensure client care tasks are completed efficiently, maintaining productivity levels. 
• Utilize AI and CCaaS automation tools and reporting to drive a high performing contact center and client care experience.  
• Assist in scheduling and workforce management to ensure adequate staffing during peak hours. 
• Report daily metrics such as call resolution times, customer satisfaction scores, and other key performance indicators (KPIs) to the Client Care & Contact Center Manager. 
• Identify opportunities for process improvement within the team and propose solutions to optimize operations. 
• Support efforts to drive technology adoption, innovation, and cross-functional collaboration. 

Training and Development 

• Provide ongoing training and development opportunities for Client Care Specialists, focusing on enhancing customer service skills, product knowledge, and problem-solving abilities. 
• Assist with interviewing, selection process, and onboarding of new team members, ensuring they understand their responsibilities and are equipped to succeed in their roles. 
• Participate in regular check-ins, performance reviews, and provide feedback to help team members meet their individual goals. Conduct regular check-ins, performance reviews, and corrective action, offering feedback and development opportunities to support employee retention, performance, and engagement. 
• Work with leadership to create a positive work environment where team members feel supported and motivated. 

Compliance and Quality Assurance 

• Ensure full compliance with industry regulations, standards, legal requirements and policies and procedures specific to the insurance sector, including customer data protection, claims handling, and privacy laws. 
• Perform regular quality checks on client interactions to ensure adherence to service protocols. 
• Assist in the monitoring and mitigation of risks in real time, ensuring rapid response and corrective actions are taken to address potential compliance issues or breaches. 
• Maintain clear documentation of compliance efforts and risk management activities, ensuring readiness for internal audits or external regulatory inspections. 

Reporting and Communication 

• Report daily operational updates, performance metrics, and any major issues to the Client Care & Contact Center Manager. 
• Serve as the communication link between the Client Care Specialists and management, relaying feedback, updates, and company goals to the team. 
• Maintain clear and accurate records of escalations and resolutions to assist in tracking team performance, quality assurance, and client satisfaction. 

Qualifications: 

• 3+ years of experience in a customer service or contact center environment, with a minimum of 1 year in a supervisory or team lead role within the insurance industry. 
• Proven experience working within an agency channel with primary focus on annuity products including in-depth knowledge of contract terms, payment structures, and applicable regulations. 
• Highly skilled in handling customer escalations and resolving service issues effectively while building relationships with clients and agents. 
• Knowledge of annuity and insurance regulations, compliance requirements, and operational best practices. 
• Proactive advocate for technology adoption, leveraging expertise to influence others and drive the effective use of digital tools across teams.  
• Exceptional team-building skills, with the ability to inspire and motivate others and passion for coaching and developing high-performing teams. 
• Deep understanding of contact center metrics, tools, and technologies (e.g., CRM, CCaaS, VoIP, etc.).  
• Exceptional problem-solving abilities and the ability to manage multiple priorities in a fast-paced setting. 
• Strong communication and interpersonal skills, with the ability to build relationships across departments. 
• A client-center mentality with the ability to empathize with clients and agents and foster a service-oriented culture. 
• Data-driven mindset with experience in tracking and reporting key performance metrics. 
• Bachelor’s degree in business administration, communications, or related field preferred. 

Work Hours and Benefits: 

• Full-Time Permanent. 
• Competitive salary, health benefits, retirement savings plan. 
• High-energy, collaborative start-up atmosphere with a focus on growth and innovation. 

Why Join Us? 

This is a unique opportunity to take on a leadership role in a fast-growing insurance start-up, where you'll directly shape team success and operational efficiency. If you’re an experienced leader with a passion for developing others, driving results, and using digital tools to enhance client experiences, we invite you to join us and play a pivotal role in our success. 

Application Process: 

Interested candidates should submit their resume and a cover letter detailing their qualifications and experience. Apply today by sending an email to Alea Bradley at abradley@3clife.info