Insurance Call Center Customer Service Manager

POSITION OVERVIEW

MCI is seeking an experienced Insurance Call Center Customer Service Manager experienced in Property and Casualty and Life insurance to support complex business process outsourcing accounts.

In this role, you will be responsible for managing team development, issue resolution, and monitoring the metrics and KPIs of the agents and the team.

In this role you will coordinate the work of call center insurance supervisors and agents engaged in assisting policy holders with coverage limits, claim information, and general account questions.

This is a senior-level position requiring experience in the P&C industry and account management. Experience in BPO insurance contracts, call center operations, customer services and / or retention is preferred.

In addition, candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Customer Service Managers are responsible for overseeing the day to day operations of call center insurance agents and supervisors.

In this role, you will act as the primary point of contact to the director of customer service and the MCI operations and shared services team.

Our Enterprise Account Manager's are responsible for the following tasks :

• Develop a detailed understanding of client products and services
• Conduct audits to ensure employee compliance with internal and external policies.
• Provide hands-on team leadership, problem-solving and coaching
• Manage growth and oversee the customer service operations
• Improve and strengthen existing programs
• Provide input, innovation, and support a team of supervisors and team leads
• Project management of new launches and initiatives, including process design and implementation
• Ensure program efficiency and financial performance
• Perform insurance functions as needed, including processing claims, billings, and policy changes

CANDIDATE QUALIFICATIONS

Qualified candidates will be willing to learn new products, processes, and technology. In addition, candidates should be positive, driven, and confident individuals that will professionally represent the company and its customers.

Other Customer Service Director Qualifications Include :

• Requires 5+ years of insurance experience building and managing Property and Casualty and Life insurance programs and a proven track record of inside sales management
• Bachelor's Degree in Management, Marketing, or Sales, or equivalent expeirence preferred
• Professional designation (CPCU / CIC / AAI / CISR) preferred
• Ability to work professionally in a fast-paced environment
• Proficient in Microsoft Office Suite products
• Experience managing complex business process
• Insurance sales and underwriting experience
• Risk management skills
• Effective communication skills
• Problem-solving and analytical ability
• High school diploma or equivalent

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in their country of residence (The United States or Canada)
• Must be willing to submit up to a LEVEL II background and / or security investigation with a fingerprint. Job offers are contingent on background / security investigation results
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience.

Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.

In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment.

Benefits options and plans vary slightly by location.

JUST A FEW OF THE BENEFITS

• Medical, Dental, and Vision Coverage Options
• Paid Time-Off
• Regular Raises
• Work-at-Home Opportunities
• Advancement Opportunity
• Fun, Engaging Work Environment
• Casual Dress Code
• Cash and Prize Contests

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset.

The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer.

The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship.

The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources,