Overview:
Provides direct supervision for the day-to day activities within the Property & Casualty Service department. Responsible for the technical training, staffing levels of the department, guides all activities, workflow, and recommends solutions for all escalated client complaints. Provide direct supervision for exempt and non-exempt staff for a front line service organization.
Responsibilities:
- Directly supervises a team of Commercial Insurance Specialists for the Property & Casualty Service Organization. Oversees all aspects of a front line service organization.
- Ensure service intake procedures facilitate seamless operation between all internal and external departments.
- Performs quality control checks on specialists. Identifies errors or inconsistencies to established procedures and ensures appropriate corrective action is taken.
- Monitor ACD queue monitoring tools. Provides and document performance feedback through side-by-side coaching, performance reviews, goal setting and deficiency management.
- Adjust coverage as breaks are executed and as customer traffic patterns fluctuate.
- Organize and assign workloads to ensure inbound calls, outbound contacts, and emails are handled within the appropriate service levels.
- Energize and motivate team through positive reinforcement, and recognition.
- Provides guidance and leadership for staff to ensure employees are achieving client satisfaction through effective communication, problem solving, professional phone etiquette and efficient processes.
- Builds and maintains carrier relationships, including Independent Agents in order to effectively resolve any issues.
- Communicates, implements, and interprets new and existing policies and procedures to team.
- Monitors and reviews recorded calls to ensure PIA is compliant with state, federal and insurance carrier guidelines, as well as standards set for within the Agency and HRS to ensure product, team and data integrity is sustained.
- Makes recommendations to PIA managers regarding the development of policies and procedures
- Provides technical expertise to solve problems regarding carrier, client and branch issues; ensures that quality service is provided to both internal and external clients.
- Counsels and develops staff for personal and corporate advancement through career development, training programs and other related resources as required for professional development.
- Coordinates communication with external parties, including but not limited to banks, insurance partners, insurance regulatory agencies, auditors, etc.
- Executes all emergency and down time operating procedures as appropriate.
- Handles escalated issues from internal and external partners.
- Other duties as assigned.
Qualifications:
- Bachelor's Degree in Business Management or Finance - Preferred
- Leadership role or project management experience.
- 3 years of experience in Related field or the equivalent combination of education and experience.
- Demonstrates project management skills.
- Relevant Insurance License This role requires you to be eligible for applicable insurance licensing in all 50 states, which may involve an enhanced background check. If you are not currently licensed, you will be required to obtain the necessary insurance license(s) within 90 calendar days of your official start date. Failure to obtain the required license(s) within 90 days of your start date and to maintain eligibility throughout the duration of your employment may result in corrective action, up to and including termination of employment. Paychex Insurance Agency, Inc. (PIA) will cover the cost of up to two (2) attempts to pass a state insurance licensing exam including exam materials and testing fee. The cost of any additional attempts will be at the expense of the individual employee. If an individual is hired by PIA with an active and current license(s), that employee will be responsible for the timely updating and/or verifying of any changes that may have occurred with their state license(s) prior to their start date at PIA. This includes any state of residence changes, e-mail changes, mailing address changes or name changes. - Required
Compensation:In the spirit of pay transparency, we are excited to share that the starting base pay range for this position is $52,851.67-$83052.36/hr. Please keep in mind that this range is the base pay only and does not consider other components that make up the total rewards package for the position. If you are hired at Paychex, your overall compensation will be determined based on factors such as geographic location, skills, education, and/or experience which may result in total compensation outside of this rang