Customer Engagement Manager

American Fidelity•Oklahoma City, OK

About The Position

Direct and oversee a team, or teams, of highly skilled leaders and/or Colleagues (examples may include complex/Advanced Adjusters and CSR's) who are responsible for the most complex work tasks (examples may include Cancer and/or STD/LTD claim processing, high profile billing, Customer Engagement and Training/Audit) within multiple areas of an Operational team or department; work with Team Leaders, highly skilled Colleagues and other departmental or divisional leadership to set and manage goals and performance expectations which support accurate, fair service and the timely completion of complex to highly complex work duties which comply with state and federal regulations; may include assisting Director with resolving the most complex claim issues and/or working with internal and external legal representatives to provide direction and support in defense of lawsuits and to help keep litigation to a minimum. Actively manage staff and plans for the appropriate allocation and use of resources; analyze past work loads to determine future needs and identify service trends which may detract from Delighting the Customer. Develop Team Leaders and Colleagues within area of responsibility, giving appropriate feedback to Colleagues on their performance to ensure strengths are reinforced and areas needing improvement are appropriately addressed; hold Team Leaders accountable for Colleague development within their area of responsibility. Demonstrate advanced judgement and collaborates with other leaders to leverage past experience to develop standardized processes and procedures which focus on advancing the service provided, work with others to identify deficiencies and areas of improvement; mentor/motivate Colleagues to provide superior service. Leads department or division improvement initiatives which result in improved processes, procedures and systems which support an excellent, Customer focused, Customer experience. American Fidelity specializes in the education, public sector, automotive and healthcare industries with products like group and individual life, health and annuity services as well as other financial security products and services. We’re focused on offering a different opinion to our Customers – making things easier for them by providing benefits administration and education. For our policyholders, we help provide financial security through our benefit offerings, which provide coverage for some of life’s worst events – cancer, accidents, critical illnesses, death and more – and for some of life’s best – childbirth, retirement and more. Learn more about us!

Requirements

Bachelor degree preferred
5 years of proven leadership in lieu of bachelor degree
Proven, excellent, oral and written communication skills
Proven, excellent, interpersonal and consultative skills
Exceptional administrative competence
Exceptional analytical and multi-tasking ability
Exceptional technical and tactical skills to include diplomacy
Exceptional decision making ability
Proven project management skills
Proficient with Windows based software and easily adapts to new software/technology
Proven leadership, coaching and feedback skills
Proven ability to identify, develop and/or standardize processes or procedures which support the organization's overall mission
Prompt, reliable and professional attitude and appearance
May require strong knowledge of FINRA/SEC, S125 IRS rules and regulations
May require advanced knowledge of Supplemental Medical and/or Disability claim processing and case management tools
Knowledge of insurance products and/or services preferred

Nice To Haves

Knowledge of insurance products and/or services preferred

Responsibilities

Direct and oversee a team of highly skilled leaders and/or Colleagues
Set and manage goals and performance expectations
Ensure accurate, fair service and timely completion of complex work duties
Comply with state and federal regulations
Assist Director with resolving complex claim issues
Work with legal representatives to provide direction and support in defense of lawsuits
Actively manage staff and plans for resource allocation
Analyze past work loads to determine future needs
Identify service trends
Develop Team Leaders and Colleagues
Provide feedback to Colleagues on their performance
Hold Team Leaders accountable for Colleague development
Demonstrate advanced judgement and collaborate with other leaders
Develop standardized processes and procedures
Identify deficiencies and areas of improvement
Mentor/motivate Colleagues to provide superior service
Lead department or division improvement initiatives