Supervisor Service Center

SECURA Insurance•, WI

About The Position

Lead, develop, and oversee the day-to-day operations of SECURA’s Service Center, ensuring efficient delivery of technical services, expanding our agency footprint, and leading a team to meet operational and customer service goals.

Requirements

Agent’s license or the ability to obtain within 60 days from hire (paid for by SECURA).
Advanced knowledge of Commercial and Specialty Lines Insurance.
Service Center experience.
Excellent skills using technology tools.
Excellent problem-solving, decision-making, multi-tasking and organization/prioritization skills.
Excellent customer service and interpersonal skills, as well as a top-notch attitude.
Ability to excel in a fast-paced, team environment.
High school diploma or general education degree (GED).

Nice To Haves

Associate’s or Bachelor’s degree in business or related field.
Leadership experience.
Prior Underwriting experience
Prior Agency experience
CISR, CIC, CPCU or introductory insurance courses.

Responsibilities

Directly lead and manage a team of Service Center Specialists, including performance evaluations and accountability, coaching and training, scheduling, and fostering and maintaining an effective and positive team environment
Act as a technical and informational resource for questions and projects
Maintain strong agency relationships and keep agents up-to-date with monthly reports, open communication and special circumstances regarding their customers
Maintain strong relationships and communication with Sales and Underwriting Teams to provide avenues for growth and improvement
Track KPIs such as call resolution and average handle time. Implement strategies to continuously improve productivity
Handle escalated client and complex issues while identifying areas to enhance the overall client journey
Complete quality assurance assessments of team members, addressing any necessary areas of improvement
Obtain and maintain an active P&C license for all states SECURA writes business in
Develop working understanding and application of SECURA’s underwriting methodology and coverage forms
Maintain and share a working understanding of insurance industry rules and regulations
Create, document and maintain standardized operating procedures
Provide monthly updates to Sales, Underwriting and ET members
Handle and resolve staff and technical problems quickly and effectively
Support process improvements by identifying performance and efficiency issues, researching the issues, and providing solid resolutions
Complete special projects and other duties as assigned