Manager, P/C Customer Service - Michigan Farm Bureau Family of Companies

Manager, P/C Customer Service Objective

To lead a team responsible for successful execution of all aspects of the Property/Casualty Customer Service (PCCS) process, including system entry, requirements gathering, issuing, production and mailing of policies. To focus on developing teams to perform strongly and productively. To promote a positive customer experience in all interactions with Farm Bureau Insurance agents, staff and policyholders.  To provide leadership on PCCS Division and Corporate Plan projects; set expectations, philosophy and ensure results are achieved as expected.  To place strong emphasis on innovation, industry best practices and effective use of resources.

Manager, P/C Customer Service Responsibilities

Advocate for our customers and agents in product, process and project meetings.

Focus on the key elements of delegation.

Streamline processing in the Customer Service areas to reduce expenses.

Understand, improve and leverage our phone system.  Assist in the creation of activity reports.  Analyze results, make changes to achieve a high level of customer satisfaction.

Research, implement, maintain and monitor processes that will lead to successful and consistent service standard delivery. Stay abreast of technological enhancements to ensure that the team has the tools it needs to support the functions.

Create an environment where people feel valued, appreciated, and empowered to improve the organization. Create an environment where ideas and opinions are shared. Provide opportunities to share knowledge and skills.

Recruit and retain a qualified staff, measure and reward performance, and plan for succession. Complete performance reviews and participate in employee selection, promotion, discipline and termination in accordance with corporate guidelines.

Develop and implement departmental training program. Utilize in-house and external resources to define training objectives, training expectations and measures with a focus on effectiveness and consistency.

Clearly communicate job expectations, service standards and departmental and individual performance. Set expectations, measure performance and accountability.

Assist the P/C Customer Service director and coordinate with other departments, activities associated with the development, implementation and monitoring of the corporate plan. Assist in the development of short- and long-range corporate goals, objectives and strategies.  Drive business decisions and secure solutions to business needs.

Maintain contacts with personnel from other companies for mutual exchange of information pertaining to the department.

Participate in and lead process review initiatives within the division.

Maintain a high level of technical expertise and knowledge of company guidelines as it relates to billing, reinstatements and customer relationship management. Be a strong subject matter expert in the area of Guidewire and Legacy systems, billing, contract language, collections, integration and impacts on field sales objectives and needs. Stay abreast of technological enhancements to ensure the team has the tools it needs to support these functions. Resolve complaints and problem cases from agents, policyholders and others which require special attention.

Set up and monitor a budget for expenses to meet departmental goals.

Travel as required to agent offices, vendor sites and other companies.

Attend educational insurance industry, leadership training and other related classes as needed to meet the objectives of the position.

Attend in-house and/or external training sessions applicable to assignment or personal development needs.

Learn continuously. Develop a Professional Development Plan (PDP) for one’s self and the team, concentrate on goals and objectives, and incorporate feedback to stay on track.

Create and execute a Customer Service team Succession Plan.

Manager, P/C Customer Service Qualifications

Required

Bachelor’s degree required in insurance, business, technology or related field.

Demonstrated ability to coach the development of others including the ability to manage performance required. 

Ten or more years of a solid technical background.

P/C license required or obtained within 90 days of hire.

Willingness to pursue continuing job-related education.

Willingness to participate in self-assessments.

Demonstrated ability to operate a personal computer and a variety of software applications.

Experience in Microsoft Office Excel and Word.

Ability to work efficiently under stressful conditions and meet pre-established deadlines.

Preferred

CBAP, PMP or equivalent designations preferred.

Two to four years supervisory/management experience preferred. 

Five years insurance background in related field preferred. 

Strong background in project methodology, project management, business analysis, testing and project governance preferred. 

Two to five years supervisory experience preferred.

Note: This is a hybrid position working both remotely and in the Farm Bureau Home Office located in Lansing, Michigan. Candidate must reside in Michigan.

Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

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