Job Description
Job Description
Description :
Job Title : Policy Service Manager
Department : Policy Service
Reports To : Jenni Schulze
Location : Home Office
Job Type : Full Time
Commitment to Core Values
At Illinois Mutual, our culture is built around our four core values. These values shape how we operate and define our expectations of each team member’s contributions :
- Be honest, reliable and respectful
- Think of other first
- Work together to create results
- Stand out with personal, caring service
Job Summary
The Policy Service Manager leads a team focused on delivering exceptional service to policyholders and internal partners within our Company’s largest call center. This role oversees daily operations, staff development, and process improvement to ensure efficient, accurate, professional, courteous and timely service. Reports to the Assistant Vice President, Policy Service.
Key Responsibilities
Lead, coach, and develop team members within the call center work environment, as well as those handling complex and escalated policyowner requests managed outside of the call center; manage performance, training, and staffing, including participating in the hiring process for department team members.Oversee departmental workflows and ensure consistent application of procedures.Handle escalated service issues and complex policy inquiries.Collaborate with other department leadership team members on staffing plans, budget processes, and departmental goals.Drive process improvements and implement best practices.Maintain strong communication with internal and external stakeholders.Support, and as needed facilitate, department audit, quality assurance, and compliance efforts and processes.Demonstrate ability to interpret policy provisions for all active policy typesRepresent the department in meetings, committees, and cross-functional initiatives.Anticipated Salary : $74,650 - $78,000 (Final Salary based on experience)
Benefit Overview : We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include :
Compressed 4 1 / 2-day work week (Half-Day Fridays)No monthly premium cost for employee medical, life and disability insurance coveragePaid time-off accrual, including annual rollover; and paid holidaysCompetitive 401(k) plan with immediate vesting on Company contributionsDiscounted on-site employee cafeteriaOn-site exercise facility and company-provided exercise timeTuition reimbursement and training incentivesAccess to voluntary dental and vision insurance coverageJob Qualifications
Bachelors DegreerequiredMinimum 6+ years of insurance experience, Life and Health preferredProven leadership or management experience, including the ability to motivate employees and foster a positive working environmentIndustry designations (e.g., FLMI, ACS, AIRC, FSRI) preferredStrong verbal and written communication skills, ensuring transparency and clarityStrong organization and time management abilities, ensuring efficiency and follow-throughStrong problem-solving and analytical skillsStrong interpersonal skills, including teamwork, collaboration and relationship managementAbility to maintain confidentiality and adhere to privacy standardsDemonstrated reliability, accountability, integrity and professionalismFlexible and adaptable to changesStrong initiative and solid judgment / decision making abilities and skillsAbility to learn quickly, adapt to new systems, processes and procedures, and facilitate change when necessaryAbility to manage duties and tasks in an efficient, effective, and timely manner, remaining focused even under pressureProficient computer skills, including Microsoft OfficeCollege or university must be sufficiently accredited and listed in the U.S. Department of Education Accreditation Directory.Required Competencies
External (Strategic) AwarenessCustomer FocusPeople DevelopmentLeadershipAchievement OrientationIntegrityThis job description is intended to provide a general overview of the position and does not include every detail of the role. Responsibilities and expectations may be subject to change based on Company needs.
Illinois Mutual is an equal opportunity employer.
Requirements :
