Insurance Call Center Customer Service Director

LOCATION

Dallas, TX

JOB TYPE

Full-Time

PAY TYPES

Salary + Bonus

SALARY

Commensurate

BENEFITS & PERKS

MANAGEMENT: Paid Time Off, Medical, Dental, Vision, Life Insurance, Retirement, Company Cell Phone, Company Laptop, Advancement

APPLICATION DETAILS

No Resume Required, On-site Interview

POSITION OVERVIEW

MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry.

We are seeking an experienced Insurance Call Center Customer Service Director experienced in Property and Casualty and Life insurance to support complex business process outsourcing accounts. In this role, you will be responsible for managing team development, issue resolution, and monitoring the metrics and KPIs of the agents and the team.

In this role you will plan, direct and coordinate the work of call center insurance managers engaged in assisting policy holders with coverage limits, claim information, and general account questions. This is a senior-level position requiring experience in the P&C industry and account management. Experience in BPO insurance contracts, call center operations, customer services and/or retention is preferred. In addition, candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Customer Service Directors manage the day-to-day client relationship, including strategic planning, change management, process creation, adherence, and service delivery. In this role, you will be the primary point of contact for our P&C clients and the MCI operations and shared services team.

Key Responsibilities:

• Develop a detailed understanding of client products and services
• Conduct audits to ensure employee compliance with internal and external policies.
• Provide hands-on team leadership, problem-solving, and coaching
• Manage growth and oversee the customer service operations
• Improve and strengthen existing programs
• Provide input, innovation, and support to a team of supervisors and team leads
• Project management of new launches and initiatives, including process design and implementation
• Ensure program efficiency and financial performance
• Perform insurance functions as needed, including processing claims, billings, and policy changes

CANDIDATE QUALIFICATIONS

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION?

All positive, and driven applicants are encouraged to apply. The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Requires 10+ years of insurance experience building and managing Property and Casualty and Life insurance programs and a proven track record of inside sales management
• Bachelor's Degree in Management, Marketing, or Sales, or equivalent experience preferred
• Professional designation (CPCU/CIC/AAI/CISR) preferred
• Ability to work professionally in a fast-paced environment
• Proficient in Microsoft Office Suite products
• Experience managing complex business processes
• Insurance sales and underwriting experience
• Risk management skills
• Effective communication skills
• Problem-solving and analytical ability
• High school diploma or equivalent

CONDITIONS OF EMPLOYMENT

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.

JUST A FEW OF THE BENEFITS

• Medical, Dental, and Vision Coverage Options
• Paid Time-Off
• Regular Raises
• Work-at-Home Opportunities
• Advancement Opportunity
• Fun, Engaging Work Environment
• Casual Dress Code
• Cash and Prize Contests

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed, please contact Human Resources.

DIVERSITY AND EQUALITY

At MCI and its subsidiaries, we embrace differences and believe diversity benefits our employees, company, customers, and community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, where employees are treated with dignity and respect. All employees are responsible for fulfilling MCI's commitment to a diverse and equal-opportunity work environment.

ABOUT MCI (PARENT COMPANY)

MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

DISCLAIMER

The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.

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