Director, Customer Service

BP&C • Omaha, NE

5d • $82,000 - $110,000

About The Position

PURPOSE OF THE JOB: To provide strategic and operational leadership for the P&C Customer Service Center, ensuring efficient, compliant, and high‑quality service delivery to agents and policyholders.

Requirements

• Bachelor’s degree in a related field.
• 8 years of experience in customer service or call center environment (3 of which must be in insurance industry or directly related to subject matter).
• 4 years of experience must have been in a leadership or mentoring capacity.
• Active P&C License Required

Responsibilities

• Oversees end‑to-end service operations for personal and commercial P&C lines, ensuring accurate and timely processing of policy changes, new business applications for existing clients, general billing inquiries, document requests, reinstatement inquiries, billing plan changes, and mortgage/lienholder verifications.
• Ensures service center teams adhere to underwriting guidelines, regulatory requirements, and compliance standards across all P&C product lines, while meeting service level standards for our agents and policyholders.
• Drives continuous improvement in agent and policyholder experience, simplifying processes related to customer inquiries, policy changes, document requests, and billing.
• Exercises full management authority in decision-making, staffing, performance oversight, and operational processes.
• Sets clear performance expectations and ensures accountability toward functional and departmental goals, driving consistent performance and measurable results.
• Collaborate with other Customer Service leaders across business areas to ensure consistency in processes and service standards; share ideas, best practices and improvement initiatives.
• Leads the development and growth of Supervisors and Managers, strengthening their leadership capabilities, communication skills, and people management.
• Collaborate with departmental leaders and Regional Field Executives to assess current needs and to build a strategic roadmap for the future.

Benefits

• We offer a competitive compensation package, performance-based incentives, and a comprehensive benefits program—including health, dental, vision, 401(k) with company match, paid time off, and professional development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Director