Customer Care Supervisor - Commercial Lines
West Bend Insurance Company•WI-West Bend
US-WI-Madison,
•$96,842 - $121,053•Hybrid
About The Position
This role leads and optimizes Customer Care operations by overseeing staffing, workflows, performance management, and quality assurance to deliver strong service, retention, and growth results. The position ensures underwriting compliance, mitigates risk exposure, and drives team success through coaching, escalation management, and partnership with agencies and vendors. Additionally, the role supports sales and marketing efforts, agency engagement, and key business initiatives to enhance customer experience and operational effectiveness.
Requirements
- 5+ years of P&C insurance experience with an emphasis in underwriting
- 5+ years contact center experience
- 1 year of customer service supervisory experience
- Problem solving skills
- Leadership skills with the ability to coach, mentor and develop others in service
- Knowledge of personal computers, including agency management system software and telephone equipment and software
- Communication and rapport building skills
Nice To Haves
- Bachelor’s degree in Business, Insurance or related field
- Agents license (required)
- Completion of CIC and/or CPCU designation
- Associate in Underwriting designation
Responsibilities
- Manage personnel actions such as selection, hiring, training, salary and bonus adjustments, performance appraisals, and promotions.
- Plan and monitor service workflows of assigned area(s).
- Ensure processes and procedures mitigate E&O exposure and ensure staff operate within their underwriting authority.
- Plan and monitor workload and staffing levels to meet service-level agreements and sales goals.
- Monitor Customer Care retention, book value, and growth.
- Audit Customer Care interactions and complete file reviews to ensure quality customer service.
- Provide coaching to staff to achieve sales and quality assurance goals.
- Handle escalated issues.
- Maintain strong relationships with third-party vendors and agency partners to ensure quality service.
- Handle complaints and monitor customer feedback.
- Perform marketing activities for Customer Care in conjunction with regional sales managers.
- Conduct agency meetings and manage new agency enrollments.
- Monitor agency sales goals that impact Customer Care revenue.
- Support companywide initiatives and change management for current and future products and services.
Benefits
- Medical & Prescription Insurance
- Health Savings Account
- Dental Insurance
- Vision Insurance
- Short and Long Term Disability
- Flexible Spending Accounts
- Life and Accidental Death & Disability
- Accident and Critical Illness Insurance
- Employee Assistance Program
- 401(k) Plan with Company Match
- Pet Insurance
- Paid Time Off. Standard first year PTO is 17 days, pro-rated based on month of hire. Enhanced PTO may be available for experienced candidates
- Bonus eligible based on performance
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
