Client Services Supervisor

American Integrity Insurance Company of Florida, Inc.•Tampa, FL

5d•Onsite

About The Position

The Client Services Supervisor manages a team of Client Services Specialists. He/she will help create individual and team goals and ensure those goals are met on a timely basis, while assuring consistency and quality of calls taken by Client Services Specialists. The Client Services Supervisor provides feedback to Client Services Specialists and documents their performance. Finally, this individual will be responsible for the selection and training of unit personnel and for initiating personnel actions, such as performance ratings and promotion.

Requirements

Associate’s degree or combination of education and experience required.
One (1) to three (3) years prior experience in a customer care capacity with a property and casualty insurer.
An active 2-20 General Lines License or a 20-44 Personal Lines License is required. If you do not currently possess one of these license, then must obtain one within six months of employment.
Possesses strong leadership skills.
Ability to cultivate a positive culture and work environment.
Balance customer service orientation, growth goals, and underwriting guidelines.
Demonstrates skills in the use of computer software applications.
Proven ability in customer service required.
Ability to identify and communicate trends to management and team.
Ability to communicate interpersonally with a wide variety of technical / professional / consumer clients via telephone and in writing.
Ability to develop and maintain open and trusting working relationships with clients / agents in order to gather pertinent information.
Ability to balance timeliness and accuracy.
Ability to listen and communicate clearly while maintaining proper confidentiality.
Strong decision-making and problem solving skills.
Ability to innovate regarding methods and approaches to existing and future work processes.
Ability to be resourceful in information gathering and assess information with keen attention to detail for the best possible decision.

Nice To Haves

Bachelor’s degree preferred.
An Associate in General Insurance (AINS), Associate in Personal Insurance (API), or other professional designation is preferred.
Familiarity with various types of insurance policies preferred.

Responsibilities

Lead a team of Client Services Specialists.
Service Takeout agencies and all policyholders via telephone, email, chat, and policy administration system.
Check information received concerning risks, inspection reports, credit reports, etc.
Coordinate departmental duties and supervise day-to-day customer contacts, processes, and tasks.
Supervise the response to inquiries and questions from agents, vendors, policyholders, and internal departments.
Research problems and manage escalated customer contacts.
Respond to customer complaints in a professional and timely manner.
Conduct performance audits of Client Services Specialists’ work.
Compile information and conduct basic trend analysis.
Provide training and coaching for team.
Maintain employee schedules and timecard submission to maximize effectiveness of the team and to achieve organizational goals.