Service Center Supervisor

West Bend Insurance Company•WI-West Bend US-WI-Madison,

2d•$77,204 - $96,505•Hybrid

About The Position

You'll be responsible for supervising the activities of Customer Care Center Assistants, Teleprocessing and underwriting support, Billing, and/or Support Services as assigned within the Service Center division. You'll play a key role in ensuring day-to-day operations run smoothly while driving performance, consistency, and strong customer experience.

Requirements

5 + years of insurance experience including underwriting, contact center, billing, and other support services.
1 year of supervisory experience
Problem solving skills
Knowledge of personal computers
Communication skills
Interpersonal skills
Coaching and mentoring skills

Nice To Haves

Associate’s or Bachelor’s degree in Business, Insurance or related field
Property & Casualty Agents license
Associate in General Insurance designation

Responsibilities

Responsible for the selection, training, and performance of associates including personnel actions such as salary and bonus adjustments, performance appraisals, promotions, etc.
Plan and monitor the workflow of the assigned area.
Audit interactions with a focus on low-effort experiences, quality customer service, and compliance within our letter of authority.
Monitor and maintain good relationships with all third-party vendors ensuring quality of service.
Support company-wide initiatives and change management for current and future products and services.
Handle complaints from agents and monitor customer feedback.
Handle escalated issues from staff.

Benefits

Medical & Prescription Insurance
Health Savings Account
Dental Insurance
Vision Insurance
Short and Long Term Disability
Flexible Spending Accounts
Life and Accidental Death & Disability
Accident and Critical Illness Insurance
Employee Assistance Program
401(k) Plan with Company Match
Pet Insurance
Paid Time Off. Standard first year PTO is 17 days, pro-rated based on month of hire. Enhanced PTO may be available for experienced candidates
Bonus eligible based on performance