Assistant Manager Client Relationship Center Service

Western & Southern Financial Group•Cincinnati, OH

8d•Onsite

About The Position

The Assistant Manager Client Relationship Center Service directly supervises associates and maintains effective staffing through selection, training, coaching, and development. The role develops and implements strategies to improve productivity, service, and lead generation, and provides technical and product support. It also supports upper management on strategic initiatives and projects affecting the team. Working with minimal supervision, the assistant manager makes decisions within an established range, escalates matters when necessary, and regularly updates the manager. This position leads team performance, staffing and workload planning, quality and compliance, employee development, customer issue resolution, training, and process improvement. It promotes open communication, integrity, professionalism, teamwork, and urgency while helping implement company initiatives and the Customer First Platform.

Requirements

College degree or equivalent work experience.
Proven experience leading and mentoring individuals, with examples of giving direction, coaching, and effective feedback.
Proven work experience directing others to increase efficiency.
Experience leading and motivating teams in high-volume or customer-demand situations, with strong coaching and feedback skills.
Experience working effectively within a team.
Experience handling and effectively resolving customer problems, with examples of strong customer service skills.
Experience setting professional goals and successfully implementing and achieving them.
Examples of handling difficult situations effectively while maintaining high work volume.
Excellent verbal and written communication skills, including the ability to communicate clearly and concisely with internal and external customers and prepare correspondence, reports, and forms in prescribed formats.
Strong attention to detail and organizational skills, with examples of methods used to organize and prioritize workload.
Knowledge of insurance products, company operations, and business tools.
Self-motivation and experience working under limited supervision.
Good decision-making skills when weighing multiple alternatives.
Working knowledge of word-processing, spreadsheet, and database applications.
Must pass the Life (and Health, as appropriate) licensing exam in the home state within two attempts and no later than 45 days after final approval from the State Commissioner’s office to take the exam.

Responsibilities

Drive team productivity through direct feedback and coaching on skills, methodologies, customer experience, and technical product and process knowledge.
Plan, organize, and direct team work by monitoring and analyzing department performance reports.
Evaluate productivity and quality against service-level agreements, manage work activities, and collaborate with workforce management to balance resources and meet or exceed goals.
Anticipate resource needs as workloads change and plan adjustments to minimize effects on service levels and company objectives.
Assess team members’ potential and productivity, support their development, address performance issues, and monitor ongoing performance.
Monitor quality and customer experience, provide timely feedback, and ensure policies, procedures, and compliance standards are followed.
Educate consultants on conservation techniques to reduce policy surrenders and cancellations, and provide coaching to mitigate company risk.
Implement the company’s performance management model, communicate goals and initiatives, document coaching, and collaborate with Human Resources management.
Develop Team Leads’ business maturity, interpersonal communication, and coaching skills in preparation for future management opportunities.
Manage employee attrition through coaching, cross-training, and development.
Supervise resolution of policyholder service requests and escalated issues.
Promote open communication, integrity, professionalism, teamwork, and urgency; keep associates informed about company initiatives, projects, procedures, goals, priorities, and department philosophy.
Oversee training on new products, company policies, procedures, and workflows; conduct onboarding and ongoing cross-training and coordinate new-hire training with the CRC trainer.
Stay current on insurance products and company procedures.
Lead continuous change and process improvement at Western & Southern Life, using lean methodology tools to improve processes, production, costs, and customer experience; drive timely implementation and results for assigned projects.
Promote employee engagement through ongoing development and active participation in the Customer First Platform.
Use sound judgment when making decisions involving potential financial loss.
Participate in developing department goals with direct managers.
Perform other duties as assigned and comply with all policies and standards.