Customer Service Manager

Frontline Insurance-posted 13 days ago
Full-time • Manager
Hybrid • Lake Mary, FL
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At Frontline Insurance, we are on a mission to Make Things Better, and our Customer Service Manager plays a pivotal role in achieving this vision. We strive to provide high quality service and proactive solutions to all our customers to ensure that we are making things better for each one. What makes us different? At Frontline Insurance, our core values – Integrity, Patriotism, Family, and Creativity – are at the heart of everything we do. We’re committed to making a difference and achieving remarkable things together. If you’re looking for a role, as a Customer Service Manager, where you can make a meaningful impact and grow your career, your next adventure starts here! Our Customer Service Manager enjoys robust benefits: Hybrid work schedule!

  • Actively manage the Customer Service team to deliver timely, accurate, and high-quality service supporting the Underwriting Department.
  • Assist team members in resolving complex issues and provide guidance on underwriting guideline changes and their impact on assigned work.
  • Assist in training initiatives for new hires and ongoing staff educational development.
  • Collaborate with senior underwriting management to develop and implement policies, strategies, and process improvements.
  • Document and address performance or conduct issues promptly, maintaining accurate HR records.
  • Ensure compliance with company policies, regulatory requirements, and quality standards.
  • Handle and oversee special projects assigned by leadership.
  • Monitor team performance in real-time and ensure service level targets are consistently met.
  • Oversee escalated customer calls and ensure prompt resolution.
  • Participate in the development, testing, and implementation of new software and programs to improve operational efficiency.
  • Participate in requirement workshops and assist with sign offs for new initiates and system enhancements.
  • Prepare and distribute weekly production and performance reports.
  • Conduct semi-annual and annual performance reviews for team members.
  • Foster a positive team environment that encourages collaboration, accountability, and continuous improvement.
  • Monitor team performance, provide ongoing feedback, and implement strategies to enhance efficiency and productivity.
  • Supervise daily operations by setting priorities, scheduling tasks, and making necessary adjustments to ensure queues and deadlines are met efficiently
  • Perform quarterly spot checks and time gap assessments; implement coaching plans as needed, with increased frequency if concerns arise.
  • Direct daily operations of the Customer Service Department by setting priorities, assigning tasks, and adjusting schedules to maintain workflow.
  • High School Degree required.
  • Minimum of3+ years of experience in Property & Casualty Insurance, Sales/Customer Service, and/or Call Center operations (preferred).
  • At least one year of prior management or supervisory experience (preferred).
  • An active 4-40, 20-44, or 2-20 license is required.
  • Bachelor’s degree in related field preferred
  • CPCU designation is preferred.
  • Health & Wellness: Company-sponsored Medical, Dental, Vision, Life, and Disability Insurance (Short-Term and Long-Term).
  • Financial Security: 401k Retirement Plan with a generous 9% match
  • Work-Life Balance: Four weeks of PTO and Pet Insurance for your furry family members.
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