Supv, Policyholder Services - Domestic

Citizens, Inc.•Austin, TX

1d•Onsite

About The Position

Citizens, Inc. is seeking a dynamic customer-centric professional to join our Policyholder Services team. The Policyholder Services Supervisor is responsible for leading the daily operations of the Policyholder Services team, ensuring exceptional service to policy owners, independent consultants, and internal stakeholders. This role provides leadership, coaching, operational oversight, and process improvement support while ensuring service standards, quality expectations, and departmental goals are achieved.

Requirements

Associate or Bachelor's degree required.
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.
Previous experience coaching, mentoring, or leading employees.
Experience resolving employee or customer escalations.
Proficiency using Microsoft Office applications and business systems.
Strong written and verbal communication skills in English and Spanish.

Nice To Haves

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 key company values.

Responsibilities

Provides day-to-day leadership, coaching, and development to Policyholder Services Specialists.
Monitors service levels, productivity, quality, and customer satisfaction metrics.
Conducts regular team meetings and provides ongoing feedback and performance coaching.
Assists with workforce planning, scheduling, and resource allocation.
Conducts performance evaluations that are timely and constructive.
Handles discipline of employees as needed and in accordance with company policy.
Oversees training of new employees.
Oversees coordination and review of policy changes, audits, and reinstatements.
Promotes a culture committed to identifying process efficiencies to continuously improve how work is completed.
Creates and revises workflows and procedures by analyzing operating practices, recordkeeping systems, forms control, office layout, budgetary and personnel requirements, including implementing changes.
Analyzes any problematic trends and takes steps to avoid reoccurrence, appropriately escalating issues if needed.
Partners with team members to identify challenges and implement solutions that improve performance, engagement, and operational effectiveness.
Serves as the primary point of contact for team members by providing guidance, answering questions, and resolving issues.
Provides guidance and support in resolving complex policyholder inquiries, escalations, and service requests via telephone, letter, fax and email correspondence.
Performs other related duties as required and assigned.