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Policy Operations Customer Support Manager

4 months ago

Madison, United States American Family Insurance Full time

You will oversee a team that handles agency calls regarding rating, underwriting, eligibility and billing questions. This team also supports agents and customers with our Telematics programs. You will report to the Sr. Manager.

Position Compensation Range:
$60,000.00 - $99,000.00

Pay Rate Type:
Salary
- Compensation may vary based on the job level and your geographic work location._

Primary Accountabilities
- You will create a collaborative, performance-driven work environment by facilitating and fostering trust, transparency, and inclusion. Works with team members to set clear goals, provide feedback, perform performance assessments, and support on-going development.
- You will lead with influence and expertise. Actively contributes to division or department leadership team. Communicates and supports organization mission, vision, values, policies, and practices.
- You will ensure quality service to customers, agents and other internal business partners.
- You will anticipate and responds to fluctuating workloads due to sales campaigns, technology, market and industry changes.
- You will analyze training needs and develops cross training and developmental plans for team based on processing needs and employee skills.
- You will coordinate and/or conducts audit activities. Monitors and provides ongoing reports to support department metrics.
- You will build and maintain effective working relationships with other teams to achieve consistency and efficiency.
- You will provide problem resolution and technical expertise to other departments.
- You will drive efficiencies in processes and procedures.

Specialized Knowledge & Skills Requirements
- Demonstrated experience providing customer-driven solutions, support, or service.
- Demonstrated effective experience leading people or projects.
- Demonstrated experience in insurance customer service, insurance policy operations or policy operations support.
- Demonstrated experience leading process efficiencies.

Licenses
- Not applicable.

Travel Requirements
- Up to 10%.

Physical Requirements
- Work that primarily involves sitting/standing.

Working Conditions
- Not applicable.
- Our policy restricts consideration of applicants needing employment sponsorship (visa) to specialty occupations. Sponsorship will not be considered for this position.

We provide benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, 9 paid holidays and a paid time off program (23 days accrued annually for full-time employees). In addition, our student loan repayment program and paid-family leave are available to support our employees and their families. Interns and contingent workers are not eligible for American Family Insurance Group benefits.

We are an equal opportunity employer. It is our policy to comply with all applicable federal, state and local laws pertaining to non-discrimination, non-harassment and equal opportunity. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

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