Director of Customer Engagement

Brightway Insurance•Charlotte, NC

About The Position

Established in 2008, Brightway is proud to be one of the fastest-growing insurance agency systems in the United States. With over 350 franchises spanning 35+ states and an impressive $1.3 billion in annual premiums, we rank among the nation�s largest privately owned property and casualty insurance distribution companies. We support our agency owners with comprehensive back-office services, marketing resources, and continuous learning and development. We are embarking on the next stage of our customer-centric growth, driven by innovation from our talented associates and the application of cutting-edge technologies. This growth has opened doors for creative thinkers who thrive in a diverse and collaborative culture. As a Brightway team member, you'll engage in exciting projects that are reshaping the industry, working alongside a dedicated team committed to delivering exceptional customer service and safeguarding our clients' most valuable assets.

Requirements

2-20 or P & C Licensed and/or willing to obtain
Bachelor�s degree or equivalent preferred
8-10 years� experience in Customer Service or a related field
4 or more years' experience in people management
4 or more years' experience in personal or commercial P & C insurance industry
2 or more years managing BPO functions and companies
Exceptional customer service mindset
Excellent verbal and written communication skills
Ability to learn new Brightway systems and procedures quickly
Independent judgment and decision making; creative problem solving
Ability to gather and analyze complex facts and data, weigh alternatives and present logical solutions
A proven leader with the ability to mentor/train and inspire others throughout the company

Responsibilities

Leads a series of insurance service teams responsible for localized support of agencies in defined geographical pods
Ensures that employees at the site understand the company�s goals and how their work is aligned to delivering on those goals every day
Responsible for answering customer and Agency owner questions, addressing concerns and helping customers through the management of their policy
Ensures that the site is well informed; that they have the information they need to do their jobs
Effectively deploys change management ensuring smooth platform, training, and process transitions for the entire team
Writes job objectives, performance reviews, salary recommendations for employees within the Engagement Center site
Creates aspirational and clearly measurable goals for their teams aligned to production, quality, and experience
Manages and evaluates employee job performance and opportunities to improve
Has a strong understanding of Customer Service concepts, practices and procedures
Proactively identifies technology, process, or training improvements that would ensure higher customer satisfaction rates, facilitate higher retention rates, and that will result in efficiency in workflow/output and enhanced work environment
Responsible for leading a Quality Assurance practice combining AI-powered assessments and human coaching
Engages regularly with the Agency owners within the geography their teams serve. Solicits feedback, builds relationships, and practices a servant-leader mentality
Participates in the development and maintenance of process and training documentation for the Engagement Center
Using industry knowledge, evaluates complex issues encountered by team members to help resolve issues correctly, efficiently and thoroughly