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Customer Service Supervisor

Company: Grange Insurance Association
Location: Seattle
Posted on: November 22, 2021

Job Description:

At GIA, every employee is an integral part of the company and everyone's contribution to the company is critical. We have a great opportunity for someone who has a passion to ensure goals and objectives are met as the Customer Service Supervisor. This critical role plans, organizes, manages, and coordinates the operational and service activities of the Admin Team. This position will be responsible for planning, assigning and directing work, assessing performance, addressing complaints and resolving problems. They will also ensure that the team meets or exceeds productivity, service, and quality standards. This opportunity will be based in Seattle. We promote a hybrid work environment with the expectation of being in the office at least 2 days a week. Think you have what it takes to be a collaborative, forward-thinking Grange team member? Below is a snapshot of what you'd be responsible for:

  • Manages, coaches, and develops a highly motivated team to provide best in class service to internal teams.
  • Establishes and implements performance/service standards. Manages individual and team results to identify and act on both positive and constructive performance trends.
  • Troubleshoots and participates in analysis of problems providing input for correction and future process improvements.
  • Develops and implements policies and procedures on based on systems and the flow of information. Oversees the implementation of new processes and procedures.
  • Communicates and follows up to ensure staff are fully informed of all new information related to products and procedures. Represents the team in meetings and provides input for decision making.
  • Partners with Claims and Underwriting to direct the day-to-day activities of the team by facilitating communication and establishing priorities, redirecting work when needed and assisting others with problem resolution.
  • Ensures the team develops and maintains effective business relationships with claims representatives, underwriters, internal partners and external clients; fosters an environment of collaboration and partnership with peers.
  • Prepares and distributes management reports (i.e., production, quality, audit score, etc.).
  • Provides back-up assistance to team as needed and performs other duties as needed or required.
  • Maintains staff by recruiting, selecting, orienting, and training employees; maintains a safe, secure, and legally compliant work environment; works with staff for their professional development. Fosters engagement across the team.
  • Leads the training and execution of administrative staff in processing fast-track claims and new claims setup. Experience we're looking for:
    • Bachelor's degree is preferred, or equivalent combination of education and experience.
    • Five years of P&C experience in one or a combination of the following areas: management, customer service, claims processing, or operations. Industry experience in the areas of Underwriting and/or Claims. Knowledge of personal lines products is preferred.
    • Is familiar with and understands P&C contracts. Understands coverage and how claims are paid.
    • Must possess highly effective verbal and written communication skills, including group and individual presentation, influence, negotiation, and customer service skills.
    • Experience providing excellent customer service skills.
    • Ability to effectively lead, engage, motivate and mentor a team.
    • Excellent planning and organizational skills.
    • Effective time management skills.
    • Strong interpersonal and analytical skills.
    • Prior supervisory experience preferred.
    • Knowledge of Personal Lines products preferred.

      PI

Keywords: Grange Insurance Association, Seattle , Customer Service Supervisor, Hospitality & Tourism , Seattle, Washington

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