Service Manager I

3 weeks ago

Lincoln, United States Zinnia Full time

Service Manager I

WHO WE ARE:

Building on its rich heritage, Zinnia is transforming the way life and annuity products are created, sold, and administered - from lead to origination to claims - through Zinnia Open Insurance. We're addressing the new realities of the marketplace, and we understand what consumers want and deserve: a great experience from the moment they consider these products until their policies pay out.

Zinnia Open Insurance is advanced data-driven technology that accelerates innovation, enables unrivaled speed-to-market, deepens relationships with policyholders, and empowers better risk-based outcomes. Open transforms the end-to-end experience to make everything faster, more transparent, and more collaborative for consumers, carriers, and advisors. Zinnia is a new tech company, but we're not new to insurance. We're L&A experts and technology innovators building Open Insurance to power exceptional experiences that evolve ahead of the marketplace. We're Zinnia. And we're Open. Join us, and experience Life, More Open.

WHO YOU ARE:

A manager who enjoys leading, training, and developing associates. You have excellent oral and written communication skills and strong motivation skills. You can analyze, problem solve, and make decisions. You exhibit self-initiative, teamwork, and time management skills.

WHAT YOU'LL DO:

As a Service Manager you will manage associates who are processing customer and representative's transactions and providing phone customer service to both customers and representatives.

* Select, motivate, coach, manage performance, train, and develop associates who work directly with customers/ reps regarding phone customer service and processing transactions
* Supervise associates who are responsible for phone support, processing of transactions, researching and analyzing problems to determine accurate and prompt resolution of any issues that arise, and relaying necessary information to the rep, customer, or client through both verbal and written communication
* Ensure quality and consistent processing and service in the work direct reports perform
* Train and coach associates within this group to help them develop broad understanding of products, services, policies, procedures, regulations and laws for effective performance
* Develop effective working relationships with other managers in Operations and other departments, as well as assisting Director as needed to work with Information Technology on appropriate business systems
* Build high level relationship with Reps, customers, and Clients by serving a resource
* Handle escalated Rep/customer calls and ensure issue resolution consistent with guidelines
* Ensure research and analysis of rep/client issues, providing any necessary problem resolution
* Assist the Director with establishment of department service standards consistent with client Service Level Agreements (SLAs);
* Monitor adherence to SLAs by team
* Participate in resolving customer, Rep or Broker/Dealer complaints, questions, system enhancements and other administrative issues
* Work with Director to implement and develop new procedures and workflow processes to support corporate goals and objectives
* Assist in collecting, documenting, and interpreting information for Macro Measures for performance, incentives, and other needs, creating reports as necessary using Microsoft Word, Excel, PowerPoint, among others.

WHAT YOU'LL NEED:

* Highschool diploma or equivalent required, college degree preferred. Industry education classes or work toward related industry designations desirable.
* 1-2+ years of management experience including but not limited to selection, performance management, coaching, development, and training
* 1-2+ years of work experience within financial services and specifically with customer interaction and client support.
* Demonstrated knowledge of work and experience with Life Insurance products
* Knowledge of products, systems, processing guidelines
* Proven leader with excellent oral and written communication skills and strong motivation skills
* Proven ability in analysis, problem solving, decision making, as well as exhibiting self-initiative,

WHAT'S IN IT FOR YOU?

Zinnia offers excellent career progression and competitive compensation. We offer great benefits, including health/dental insurance, parental leave, profit sharing, 401(k), incentive/bonus opportunity, tuition reimbursement, and so much more. We're looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

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