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Supervisor, Customer Service

2 months ago

Sandy, United States Ameritas Full time

Job Description

This is a hybrid role working partially in-office and partially from home.

The Supervisor, Policy Administration is responsible for the management and development of best practices procedures, processes and service standards for the issuance and ongoing administration of the business. In addition, this person is responsible for the administration of products/plans sold by the Ameritas field offices and implements and administers products/plans sold through special distribution arrangements and Strategic Alliances. This person also leads and manages the operational processes involved in implementing systems/programs.

At Ameritas, our mission is Fulfilling Life. We do that in many ways, but especially by helping people invest in themselves by offering trusted financial products and advice. Because we believe everyone should be happy, healthy and financially secure, we work hard to provide trusted financial products and valued guidance, including individual life and disability insurance, employee benefits, retirement planning, investments, and wealth management services.

What you do

Lead a high performing team through recruitment, development, and performance management. Provide guidance to resolve escalated issues or concerns. Ensure adherence to regulations, policies, and procedures. Recommend innovative programs or processes to achieve results. Coach and develop associates to foster a culture that ensures a cohesive team environment that will build long term loyalty between Ameritas/Partners and our customers by achieving and/or exceeding department standards and persistent goals. Manage systems, associates and processes impacted by the Systems staff. Ensure customer service standards are established and met. Model a “best practices” leadership style that empowers and motivates associates to be decisive and take appropriate risks in providing a high level of service that builds loyal customers and partners. Good understanding of all the functional areas within the Division and their needs. This includes the knowledge of strategic alliances, partnerships and key account requirements that must be met by this operational area. Ensure quality control measures, reporting, workflow process and procedures are in place to ensure performance guarantees/standards of accuracy and responsiveness requirements are being met or exceeded to foster customer loyalty. Provide critical decision making in escalated customer service issues taking into consideration the needs of the customer and potential risk to the company. Managing various projects and providing input to products, processes, and standards with measurable impact. Additional duties as required.

What you bring

Bachelor's Degree or equivalent experience required. 3-5 years related experience required. 0-2 years Supervisory experience required.

What We Offer

Our company motto is “Fulfilling Life” and we take that job seriously, with a heavy commitment to volunteering and community support, employee well-being, and providing quality products and services that help our customers create a brighter future. Being a mutual-based organization, the return on our investment goes back into the company, to benefit our members/customers. We’re committed to professional development, opportunity, inclusion and diversity. Team building and collaboration are also priorities. A total rewards package with all the comprehensive health and welfare benefits you’d expect, including competitive pay and incentives, 401(k), flexible work schedules and time off to care for yourself and others. Additional popular benefits, including tuition reimbursement, and student loan repayment, an incentivized well-being program, adoption assistance, paid time off for volunteering, training and career development opportunities.

An Equal Opportunity Employer

Ameritas has a reputation as a company that cares, and because everyone should feel safe bringing their authentic, whole self to work, we’re committed to an inclusive culture and diverse workplace, enriched by our individual differences. We are an Equal Opportunity/Affirmative Action Employer that hires based on qualifications, positive attitude and exemplary work ethic, regardless of sex, race, color, national origin, religion, age, disability, veteran status, genetic information, marital status, sexual orientation, gender identity or any other characteristic protected by law.