Customer Care Operations Supervisor
2 weeks ago
Erie Insurance Group is seeking a highly skilled Customer Care Operations Supervisor to join our team. As a key member of our Customer Care Operations team, you will be responsible for overseeing the overall operations of the section, ensuring customers receive prompt and efficient responses to inquiries and/or complaints regarding underwriting, company policy, rating, billing, and policy coverage.
Key Responsibilities:- Manage overall operations of designated area of authority, including interviewing, hiring, training, and directing personnel.
- Prepare and conduct performance assessments, coordinate discipline, and oversee employee development as required.
- Manage overall service level to meet expectations, validate the work of employees to ensure standards are met, and identify training needs, coach, and develop employees to meet standards.
- Direct the resolution of customer inquiries, service needs, complaints, and concerns related to underwriting procedures, company policy, rating, billing, and policy coverage in a timely and efficient manner.
- Oversee and maintain customer communication quality service standards, maintain and apply an ongoing knowledge of company policies, practices, and procedures to better serve our customers.
- Identify, recommend, and implement improvements to department processes and workflow for maximum overall efficiency.
- Work on special projects as directed, including leading and directing project teams, collaborating with business partners throughout the enterprise to ensure processes are designated to the appropriate areas, and supervising projects and special assignments as directed by the department manager.
- Bachelor's degree and five years of experience in a call center or insurance operations required; or Associate's degree and seven years of experience in a call center or insurance operations required; or High school diploma or GED and nine years of experience in a call center or insurance operations required.
- Proficiency with Office products required; supervisory experience preferred.
- Willingness to pursue the Certificate in General Insurance and other professional insurance designations, including API, AIS, AIT, and/or FLMI and ACS, required.
- Good understanding of underwriting, accounting service functions, and claims preferred; working knowledge of all ERIE lines of insurance and billing practices, systems, and procedures preferred.
- Lifting 0-20 lbs; occasional (
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