Supv, Policyholder Services - Domestic

Citizens, Inc.•Austin, TX

1d•Onsite

About The Position

Citizens, Inc. is seeking a customer-centric professional to lead the daily operations of its Domestic Policyholder Services team. The supervisor ensures exceptional service to policy owners, independent consultants, and internal stakeholders while providing leadership, coaching, operational oversight, and process-improvement support. The role is responsible for helping the team meet service standards, quality expectations, and departmental goals. It is a full-time exempt position based at the company’s Austin, Texas corporate headquarters and reports to the Policyholder Services Director. The work environment includes an open-plan workspace, conference rooms, a break area, nearby walking trails, an onsite gym and bank, meal delivery service, and covered parking with electric-vehicle charging stations. The company also holds monthly employee events.

Requirements

Associate or bachelor's degree.
3–5 years of customer service, policy administration, insurance operations, or call center experience.
1–2 years of experience leading, training, mentoring, or supervising employees.
Knowledge of insurance policies, procedures, and regulations.
Experience resolving employee or customer escalations.
Proficiency using Microsoft Office applications and business systems.
Strong written and verbal communication skills in English and Spanish.
Strong supervisory, organizational, and interpersonal skills.
Attention to detail and strong problem-solving skills.
Effective time management and ability to prioritize tasks.
Adaptability, responsibility, and ability to work independently.
Commitment to company values.

Responsibilities

Provide day-to-day leadership, coaching, and development to Policyholder Services Specialists.
Monitor service levels, productivity, quality, and customer satisfaction metrics.
Conduct regular team meetings and provide ongoing feedback and performance coaching.
Assist with workforce planning, scheduling, and resource allocation.
Conduct timely and constructive performance evaluations and handle employee discipline as needed in accordance with company policy.
Oversee training of new employees.
Oversee coordination and review of policy changes, audits, and reinstatements.
Promote process efficiencies and continuous improvement.
Create and revise workflows and procedures by analyzing operating practices, recordkeeping systems, forms control, office layout, budgetary and personnel requirements, and implementing changes.
Analyze problematic trends, take steps to prevent recurrence, and escalate issues when appropriate.
Partner with team members to identify challenges and implement solutions that improve performance, engagement, and operational effectiveness.
Serve as the primary point of contact for team members, providing guidance, answering questions, and resolving issues.
Support resolution of complex policyholder inquiries, escalations, and service requests through telephone, letters, fax, and email.
Perform other related duties as required and assigned.