Direct Manager

Patra Corporation

3d•Remote

About The Position

Patra Corporation is the worldwide leader in insurance back-office and account management business process outsourcing. Patra offers a wide range of services designed to lower costs, reduce risk and improve employee productivity through the transfer of account management and business support functions, such as policy checking, certificate issuance, eligibility processing, quality control and account audits, to operation centers in the US, India, and the Philippines. The purpose of the Manager is to provide in-bound call center services to support the sale of insurance policies to customers of our client and provide the team with management support (timecard approvals, PTO request, backup support). This role reports to the Sr. Manager, Direct.

Requirements

High School Diploma or equivalent
Demonstrates the ability to work well with Patra colleagues and clients and with external organizations
Demonstrates commitment to personal responsibility and value for safety and respect; Communicates concerns
Uses and promotes safe respectful behaviors based on training and lessons learned

Responsibilities

Understands customer challenges and partner to find solutions
Makes sure New Business is in Patra systems for tracking and kept current
Performs QA to ensure customer expectations are met
Proactively research and have detailed knowledge of current market conditions
Informs, educates and makes suggestions to client about policy coverages, changes, exclusions and insurance coverage needs
Solves problems quickly and effectively and implements solutions to meet the needs of the client
Identifies and communicates to Team Leads, any areas where efficiencies can be improved as well as various other elements of the department
Provides leadership to ensure Client expectations are met
Forges relationships with prospects and insurance carriers
Maintains knowledge of various states insurance guidelines
Approves team timecards
Reviews and approves PTO requests; Coordinates back up support for PTO
Maintains knowledge and understanding of technology-based tools and solutions in support of business
Adapts to various insurance carrier rating websites
Inputs and verifies the accuracy of the quote generated from the insurance carrier’s rating system
Assists team with escalation calls and support
Delivers strong customer service by responding swiftly and managing inquiries, concerns and requests from incoming phone calls, emails, faxes, and mail from Account Managers and Clients
Answers calls and questions, provisions other assistance and binds new insurance policies for clients’ customers
Other duties as assigned