Customer Care Operations Supervisor

Position Summary

Oversees the overall operations of the section, ensuring customers receive prompt and efficient responses to inquiries and/or complaints regarding underwriting, company policy, rating, billing and policy coverage.

Multiple positions are available.
Successful candidates will report to the Westport Office. Office hours are Monday through Friday between 8:00 a.m. and 7:00 p.m., with rotating Saturday hours.

Duties and Responsibilities

• Manages overall operations of designated area of authority. Interviews, hires, trains and directs personnel. Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required.
• Manages overall service level to meet expectations.
• Validates the work of Employees to ensure standards are met.  Identifies training needs, coaches and develops Employees to meet standards.
• Manages team responding to complex inquiries from Policyholders and Agents.  Responsible for monthly reporting and trending of section data.
• Directs the resolution of customer inquiries, service needs, complaints and concerns related to underwriting procedures, company policy, rating, billing, and policy coverage in a timely and efficient manner.
• Oversees and maintains customer communication quality service standards. 
• Maintains and applies an ongoing knowledge of company policies, practices and procedures to better serve our customers.
• Identifies, recommends, and implements improvements to department processes and workflow for maximum overall efficiency.  
• Works on special projects as directed, to include leading and directing project teams.
• Collaborates with business partners throughout the enterprise to ensure processes are designated to the appropriates areas.  Supervises projects and special assignments as directed by the department manager.  Acts on behalf of department manager as required.

The first four duties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.

Regular and predictable attendance is an essential job function. For certain positions at ERIE, including leadership roles, regular and predictable onsite presence may also be an essential job function based on business and operational needs.

This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become evident.

Capabilities

Qualifications

Minimum Educational and Experience Requirements 

• Bachelor’s degree and five years’ experience in a call center, customer service, leadership, Insurance operations, or relevant experience required or
• Associate’s degree and seven years’ experience in a call center, customer service, leadership, Insurance operations, or relevant experience required or
• High school diploma or GED and nine years’ experience in a call center, customer service, leadership, Insurance operations, or relevant experience required. 

Additional Experience 

• Proficiency with Office products required. 
• Supervisory experience preferred. 
• Good understanding of underwriting, accounting service functions and claims preferred.
• Working knowledge of all ERIE lines of insurance and billing practices, systems and procedures preferred. 
• This position requires the incumbent to work a flexible schedule which may include holidays, weekends and/or other non-standard hours.

Designations and/or Licenses 

• Willingness to pursue the Certificate in General Insurance and other professional insurance designations, including API, AIS, AIT and/or FLMI and ACS, required.
   

Physical Requirements