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Customer Service Operations Manager

2 months ago

Erie, Pennsylvania, United States Erie Insurance Group Full time
Job Summary

Erie Insurance Group is seeking a highly skilled Customer Service Operations Manager to oversee the overall operations of our Customer Care Operations Department. As a key member of our team, you will be responsible for ensuring that our customers receive prompt and efficient responses to their inquiries and/or complaints regarding underwriting, company policy, rating, billing, and policy coverage.

Key Responsibilities
  • Manage the overall operations of the 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 the overall service level to meet expectations, validating the work of employees to ensure standards are met.
  • Identify training needs, coach, and develop employees to meet standards.
  • Manage a team responding to complex inquiries from policyholders and agents, responsible for monthly reporting and trending of section data.
  • 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.
  • Collaborate with business partners throughout the enterprise to ensure processes are designated to the appropriate areas.
Requirements
  • Bachelor's degree and five years of experience in a call center or insurance operations required.
  • Associates degree and seven years of experience in a call center or insurance operations required.
  • 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.