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Company is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Company are asked to email: ___@___(apply_to_show_email)
Leads a team of Account Managers and ensures quality, effectiveness and efficiencies to the agency while maintaining a high level of customer service for our clients. Responsibilities include recruitment, training and development of the staff and assist in day-to-day activities when needed to meet or exceed organizational objectives and goals. Obtains expertise on the client service model for clients, prospects and vendors by presenting in meetings, developing vendor relationships and being a resource to educate and promote the competitive advantage our service model provides. Responsible for the retention of our clients by ensuring our Account Managers are delivering exceptional customer service and building positive relationships with our clients, carriers, and vendors.
Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR. Responsible to report ethical concerns as needed to Associated’s anonymous Ethics Hotline.
Key Result Areas
Manage the workloads of the service staff and provide staffing recommendations by monitoring account loads, and projected future annual sales and retention goals to ensure proper staffing for the consistent delivery of exceptional customer service. Monitor and manage workload levels to minimize backlog. Becomes Account Manager on accounts when extended leaves or vacancies occur within the team.
Work with sales management and staff to ensure the Service Department is meeting the needs of the sales team and clients. Ensure sound relationships between service teams, sales team, marketers and risk management functions.
Maintain personal account load and create work processes by actively participating in client related activities and designated service staff functions to ensure developed processes are effective and efficient.
Create, maintain and execute the appropriate training program to ensure all newly hired service staff and tenured employees are well-trained to provide exceptional customer service through well established and monitored policies and procedures. Ensure staff has product knowledge, skills & abilities to serve our clients.
Provide direction for automation and participates in the design and testing of new capabilities. Participate in the roll out plan of new services/products. Collaborate within the departments on any appropriate projects or new product service initiatives that will improve our current service model and product offering.
Manage service and processing needs of the department in a manner that is profitable and in line with industry cost expectations and the budget. As a member of the leadership team, you will be responsible for providing input into the direction of the division and department and will be responsible for the execution and/or delivery of strategies, initiatives, services and/or information.
Coordinate the planning, development and implementation of necessary policies and procedures as regulatory changes from the Department of Labor, Insurance Commissioner, Health and Human Services and the Internal Revenue Service occur in the Insurance industry.
Responsible for the retention of our clients by ensuring our account managers are delivering exceptional customer service and building positive relationships with our clients and vendors. Create and maintain strong working relationships with carriers and other related vendors in the marketplace.
Promote both personal and professional development with service staff through our Leadership Development program that builds on individual strengths in order to create additional and future leaders from within the organization.
Implement, upload, download rating, and Internet capability strategy for the Property & Casualty Department. Coordinate with other branch offices to ensure efficiency of processes and markets.
Coordinate E&O awareness training with staff and sales department staff. Manage E&O Claim coordination and resolution.
Conduct performance reviews; manage PTO requests, and employee relations issues for client services department.
Bachelor's Degree Or Bachelor's degree in progress in business, finance or management., Preferred
3-5 years Experience in a client services management role, Required
7-10 years Customer service management role, CISR, CIC or CPCU designations., Preferred
Ability to Multi Task and Prioritize ,
Microsoft Office ,
Operate Office Equipment ,
Organizational , Intermediate
Verbal Communication , Advanced
Written Communication , Advanced
Licenses and Certifications
Property and Casualty Insurance License within 3 months, Required
CIC-Certified Insurance Counselor by start date, Preferred
CISR-Certified Insurance Representative by start date, Preferred
General Physical Condition
No unusual physical effort, strain, or discomfort
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