Assistant Manager Client Relationship Center Service

Western & Southern Financial Group•Cincinnati, OH

7d•Onsite

About The Position

Directly supervises and directs associates, maintaining effective staffing levels through appropriate selection, training, coaching, and development. Proactively develops and implements strategies to increase productivity and provides a high level of technical and product support, with a focus on increasing service levels and lead generation. Supports upper management on strategic initiatives and projects affecting the team. Works with minimal supervision, makes decisions within an established range, escalates issues when necessary, and regularly updates the manager. The role oversees team performance, staffing, employee development, customer-service resolutions, training, compliance, and continuous improvement. It includes leading assigned projects using lean methodology, promoting employee engagement and the Customer First Platform, and exercising sound judgment in decisions involving potential financial loss. The position works in an office setting and may require extended hours during peak workloads or special projects. Travel is not required.

Requirements

College degree or equivalent work experience.
Proven experience leading and mentoring individuals, with examples of providing direction, coaching, and effective feedback.
Proven work experience directing others to increase efficiency.
Demonstrated experience leading and motivating teams amid high volumes of work or customer demands, with strong coaching and feedback skills.
Demonstrated experience working effectively within a team.
Proven experience handling and effectively resolving customer problems, with examples of strong customer service skills.
Demonstrated experience setting professional goals and successfully implementing and achieving them.
Examples of handling difficult situations effectively while maintaining high volumes of work.
Excellent verbal and written communication skills, including the ability to convey information clearly and concisely to internal and external customers and prepare correspondence, reports, and forms in prescribed formats.
Strong attention to detail and excellent organizational skills, with examples of methods used to organize and prioritize workload demands.
Knowledge of insurance products, company operations, and business tools, or demonstrated ability to acquire that knowledge.
Examples of self-motivation and experience working under limited supervision.
Examples of good decision-making when dealing with 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 and methodologies, addressing competence, customer experience, and technical knowledge of products and processes.
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.
Ensure goals and expectations are met or exceeded, anticipate resource adjustments, and plan for workload changes while minimizing effects on service levels and company objectives.
Evaluate team members’ potential and productivity, support skill and competency development, address performance issues, and monitor ongoing performance.
Monitor quality and customer experience, providing timely feedback while minimizing customer disruption.
Mitigate company risk by ensuring policies, procedures, and compliance standards are followed and issues are addressed promptly.
Educate consultants in conservation techniques to minimize policy surrenders and cancellations, and provide coaching to mitigate company risk.
Implement the performance management model, communicate department goals and initiatives, provide regular performance feedback and coaching, document coaching, and collaborate with Human Resources management.
Develop Team Leads in business maturity, interpersonal communication, and coaching for future management opportunities.
Manage employee attrition through coaching, cross-training, and development.
Supervise resolution of policyholder service requests and escalated issues.
Foster open communication, integrity, professionalism, teamwork, and urgency within the department.
Keep associates informed of company initiatives, projects, procedures, goals, priorities, and department philosophy through written and oral communication, including meetings.
Oversee education and training for new products, 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 to achieve process, production, and cost improvements that affect customer experience; implement assigned projects on time using lean methodology tools.
Drive employee engagement through development activities and participation in promoting the Customer First Platform.
Use sound judgment when making decisions involving potential financial loss.
Participate with direct managers in developing department goals.
Perform other duties as assigned and comply with all policies and standards.