Bilingual Life Division Supervisor

American Fidelity•Oklahoma City, OK

About The Position

Direct and oversee a team of skilled Colleagues who are responsible for the department/divisions routine and moderately complex operational work tasks for New Business, Sales Support, Premium Accounting &/or Customer Service. This includes incoming phone calls &/or e-mails from policy owners &/or agent upline offices and outgoing policy correspondence and documents. Requires problem solving, decision making, product and system knowledge, identification of inefficiencies in processes, process improvement, change implementation, and cost efficiencies. Works with team management in the development of Customer friendly solutions and the attainment of service level standards, team productivity and quality measurements, recruiting, focuses on process improvement which support an enhanced Customer service level and Customer experience. This position may require the effective use of bilingual skills (verbal and/or written) at least 50 percent of the time. Provides coaching and mentoring to direct reports to include technical and leadership competencies, feedback for succession planning, implementation of new processes and procedures, integration of product and system knowledge and demonstrates the ability to accurately apply and communicate policy provisions and contract limitations.

Requirements

Bilingual skills (Spanish/English) required.
Technical and analytical skills
Knowledge and expertise of insurance products and/or services
Tactical skills to include diplomacy
Excellent decision-making skills
Ability to manage and effectively coordinate workload, multiple projects, and people to maintain team productivity and metrics.
Proficient with PC Windows-based software and Microsoft Office applications
Easily adapts to new software/technology applications and is able to excel in a paperless environment
Knowledge of operational processes and state and federal or Bermuda regulations
Leadership and effective coaching skills by giving and receiving constructive feedback to Colleagues.
Excellent organizational skills
Ability to handle fast-paced environment
Professional attitude
Excellent Customer service skills
Prompt and reliable
Strong oral and written communication skills, including strong interpersonal skills

Nice To Haves

Bachelor's degree preferred.
In lieu of Bachelor's degree, position requires equivalent leadership experience.
May require working knowledge of general ledger and accounting.

Responsibilities

Direct and oversee a team of skilled Colleagues responsible for routine and moderately complex operational work tasks.
Handle incoming phone calls and emails from policy owners and agent upline offices.
Manage outgoing policy correspondence and documents.
Identify inefficiencies in processes, implement process improvements, and achieve cost efficiencies.
Develop customer-friendly solutions and attain service level standards, team productivity, and quality measurements.
Recruit and focus on process improvement to enhance customer service and experience.
Provide coaching and mentoring to direct reports on technical and leadership competencies.
Give feedback for succession planning.
Implement new processes and procedures.
Integrate product and system knowledge.
Accurately apply and communicate policy provisions and contract limitations.