Customer Experience Lead

Boston Mutual Life Insurance Company•Canton, MA

just now•Hybrid

About The Position

The Lead – Technical and Production is a knowledgeable and experienced individual who is responsible for coordinating, delegating and quality reviewing the work of assigned team members. The Lead will assign tasks and set deadlines, provide guidance and coaching, help in resolving issues that arise, and assist in training with the overall goal of ensuring that work performed is within the established KPIs. The Lead will provide continual feedback to the Manager – Technical and Production regarding overall team performance, training and development needs of the staff, including potential individual employee performance concerns. The Lead is responsible for monitoring workloads, performing quality review and assisting team members with complex policy updates and changes and making suggestions for alternate processing. The Lead may also do the work of a Technical and Production member while performing these duties.

Requirements

High School Diploma required; Bachelor’s degree preferred.
Solid understanding of the policy issue process required.
Minimum of 3 years of experience in insurance policy administration.
At least 1 year in a supervisory or lead role
Excellent written/verbal communication and leadership skills.
Solid understanding of performance metrics.
In-depth organizational skills that reflect ability to prioritize work effectively.
Excellent interpersonal skills and the ability to effectively build and motivate teams.
Strong decision-making skills.
Organizational and time-management skills.
Shows initiative and the ability to implement changes that will improve performance.
Strong computer skills using MS Office.

Nice To Haves

Insurance knowledge is a plus.

Responsibilities

Ensure accurate and timely processing of policy applications, renewals, endorsements, and cancellations.
Review and approve complex policy documents and amendments.
Coordinate with underwriting, sales, and customer service teams to resolve any discrepancies or issues related to policy administration.
Develop and implement quality control measures to ensure the accuracy and completeness of policy documents.
Conduct regular audits of policy files and provide reports on findings and corrective actions.
Ensure compliance with all relevant laws, regulations, and company policies.
Handle escalated issues related to policy administration, providing timely and effective resolution.
Collaborate with customer service teams to address customer inquiries and concerns.
Develop strategies to enhance the customer experience in the policy administration process.
Identify areas for process improvements and implement solutions to enhance efficiency and effectiveness.
Work with management to develop and refine policy administration procedures and workflows.
Stay updated on industry trends and best practices to continuously improve service standards.
Create an inspiring team environment with an open communication culture.
Provide day-to-day operational guidance and support to team to ensure a high level of performance.
Listen to team member feedback and resolve issues and conflicts that arise.
Delegate tasks and set deadlines.
Establish and monitor team goals and quality metrics.
Perform quality reviews to ensure standards are met.
Collaborate with other teams to share best practices and achieve established goals.
Recommend, develop and implement policies and procedures which will enhance performance.
Discover specific areas of training and provide ongoing support and coaching.
Monitor and report team performance.
Other duties as required.