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Posted : Monday, August 12, 2024 01:09 PM
Job Responsibilities:
The Customer Care Associate will learn skills needed to lead and direct a team of Customer Care Representatives that provide primary support for members, agency force, and county staff in an omni-channel contact center environment.
Member support includes insurance policy product support and user support for online insurance services.
Agency force and county staff support includes member support elements as well as user support for core insurance processing systems.
The Customer Care Associate is also responsible for ensuring compliance with regulatory, rating, and underwriting guidelines associated with the maintenance of the insurance products supported.
MAJOR RESPONSIBILITIES AND AUTHORITY Customer Care Team Assist with Recruitment, interviewing, and selecting Customer Care Representative (CCR) candidates.
Assist with the CCR licensing administration and maintenance to comply with licensing requirements including training, exam, and continuing education for renewal.
Assist with administering the training program for CCRs to include: Contact Center operations Member online account services Policy administration, billing, workflow, document management, and other insurance processing systems Underwriting guidelines and regulations Company policies Learn how to evaluate and assess CCR’s job performance: Contact Center customer service KPIs, scripts, procedures, and established service levels Policy processing and Contact Center processes and procedures Production and quality standards Underwriting guidelines and regulations Provide coaching and additional training as necessary to improve CCR performance.
Recommend appropriate personnel action, if necessary, including disciplinary action as required.
Learn the process of approving time records and serve as a backup to the Customer Care Associate Manager.
Learn how to produce overtime reports as needed.
Policy Administration and Billing Services Assist with managing a team that provides primary support for members, agency force, and county staff including: Issuing, rating, billing, and maintaining members’ insurance products Insurance policy and billing analysis, correspondence, and other policy maintenance activities Member user support for online account services Agency force and county staff user support for policy administration, billing, and other insurance processing systems Provide workforce management reporting and analysis as requested.
Assist with adjusting work schedules based on intra-day management analysis to meet production objectives.
Review production processes for member experience, efficiency and effectiveness and recommend implementation of processes and procedures for continuous improvement in these areas.
Contact Center Administration Assist with implementation, updating and administering workforce management tools.
Learn how to develop and analyze workforce management data and provide reporting of Contact Center performance for management review when requested.
Learn how to analyze historical activity and forecast workload and staffing requirements.
Assist with adjusting work schedules based on intra-day management analysis to meet member service objectives.
Review Contact Center member experience, efficiency and effectiveness and recommend implementation of processes and procedures for continuous improvement in these areas.
Other Policy Services and Contact Center Support Provide support for escalated member service issues as necessary ensuring timely, accurate and effective resolution.
Provide support to Finance, Actuary, Underwriting, Claims, Information Systems, Membership, Legal and other departments, as necessary.
Learn how to and assist with the implementation of insurance policy rates, endorsements, contractual, or other enhancements as required by the Company or regulatory entities.
Ensure compliance with regulatory, rating, and underwriting guidelines associated with the maintenance of insurance products.
Work with the Project Management Office assisting with quality assurance verification of system, process, and procedures updates and enhancements.
Assist in preparation of budgets, budget projections, tracking, managing, and approval of invoices related to projects and regular departmental expenses.
Assist with implementing corporate and departmental policies, procedures, and standards in conjunction with management.
Participate in meetings/conferences for agents and county staff and provide updates on ongoing projects, member service initiatives, and resolutions to system, process, and procedures issues.
Comply with the Certified Fleet Operator requirements of the Company Driving and Safety Policy.
Other duties as assigned.
Job Qualifications: Four-year degree from an accredited college or university with major in Business, Insurance, Technology, Finance, Economics, Communications, or other related disciplines.
Insurance industry designations or certifications (CPCU, ARM, CCCM, etc.
) preferred.
Texas Agent or Producer license required or the ability to obtain within 90 days of employment.
Previous supervisor experience - property and casualty insurance industry preferred.
Exceptional leadership and interpersonal skills demonstrated by experience in motivating, coaching, and building teams to meet and exceed service level objectives.
Previous experience in contact center operations with knowledge of current contact center technology preferred.
Ability to share opinion, recommendations, and plans of action clearly and confidently in written documents, power point presentations, and verbal communications.
Self-sufficient and able to independently manage time and operations.
Working knowledge of property and casualty insurance policy processing and processing systems preferred.
Proficient in Microsoft Office products, including Word, Excel, Power Point, OneNote, and Teams.
Valid Texas driver’s license and driving record at the time of hire which would not place the employee on probation or disqualify the employee from Certified Fleet Operator Status under the company Driving and Safety Policy.
Other Job Information (if applicable): Continuous use of PC, telephone, and office machines.
Extended periods of sitting and concentrating.
Occasional bending, twisting, crouching, pulling, pushing, and reaching in an office environment.
Occasional lifting and moving items weighing up to 30 lbs.
WORKING CONDITIONS Frequent long, irregular work hours.
Travel as required.
Work to be conducted in an office environment owned or leased by company.
REVISED March 2023
Member support includes insurance policy product support and user support for online insurance services.
Agency force and county staff support includes member support elements as well as user support for core insurance processing systems.
The Customer Care Associate is also responsible for ensuring compliance with regulatory, rating, and underwriting guidelines associated with the maintenance of the insurance products supported.
MAJOR RESPONSIBILITIES AND AUTHORITY Customer Care Team Assist with Recruitment, interviewing, and selecting Customer Care Representative (CCR) candidates.
Assist with the CCR licensing administration and maintenance to comply with licensing requirements including training, exam, and continuing education for renewal.
Assist with administering the training program for CCRs to include: Contact Center operations Member online account services Policy administration, billing, workflow, document management, and other insurance processing systems Underwriting guidelines and regulations Company policies Learn how to evaluate and assess CCR’s job performance: Contact Center customer service KPIs, scripts, procedures, and established service levels Policy processing and Contact Center processes and procedures Production and quality standards Underwriting guidelines and regulations Provide coaching and additional training as necessary to improve CCR performance.
Recommend appropriate personnel action, if necessary, including disciplinary action as required.
Learn the process of approving time records and serve as a backup to the Customer Care Associate Manager.
Learn how to produce overtime reports as needed.
Policy Administration and Billing Services Assist with managing a team that provides primary support for members, agency force, and county staff including: Issuing, rating, billing, and maintaining members’ insurance products Insurance policy and billing analysis, correspondence, and other policy maintenance activities Member user support for online account services Agency force and county staff user support for policy administration, billing, and other insurance processing systems Provide workforce management reporting and analysis as requested.
Assist with adjusting work schedules based on intra-day management analysis to meet production objectives.
Review production processes for member experience, efficiency and effectiveness and recommend implementation of processes and procedures for continuous improvement in these areas.
Contact Center Administration Assist with implementation, updating and administering workforce management tools.
Learn how to develop and analyze workforce management data and provide reporting of Contact Center performance for management review when requested.
Learn how to analyze historical activity and forecast workload and staffing requirements.
Assist with adjusting work schedules based on intra-day management analysis to meet member service objectives.
Review Contact Center member experience, efficiency and effectiveness and recommend implementation of processes and procedures for continuous improvement in these areas.
Other Policy Services and Contact Center Support Provide support for escalated member service issues as necessary ensuring timely, accurate and effective resolution.
Provide support to Finance, Actuary, Underwriting, Claims, Information Systems, Membership, Legal and other departments, as necessary.
Learn how to and assist with the implementation of insurance policy rates, endorsements, contractual, or other enhancements as required by the Company or regulatory entities.
Ensure compliance with regulatory, rating, and underwriting guidelines associated with the maintenance of insurance products.
Work with the Project Management Office assisting with quality assurance verification of system, process, and procedures updates and enhancements.
Assist in preparation of budgets, budget projections, tracking, managing, and approval of invoices related to projects and regular departmental expenses.
Assist with implementing corporate and departmental policies, procedures, and standards in conjunction with management.
Participate in meetings/conferences for agents and county staff and provide updates on ongoing projects, member service initiatives, and resolutions to system, process, and procedures issues.
Comply with the Certified Fleet Operator requirements of the Company Driving and Safety Policy.
Other duties as assigned.
Job Qualifications: Four-year degree from an accredited college or university with major in Business, Insurance, Technology, Finance, Economics, Communications, or other related disciplines.
Insurance industry designations or certifications (CPCU, ARM, CCCM, etc.
) preferred.
Texas Agent or Producer license required or the ability to obtain within 90 days of employment.
Previous supervisor experience - property and casualty insurance industry preferred.
Exceptional leadership and interpersonal skills demonstrated by experience in motivating, coaching, and building teams to meet and exceed service level objectives.
Previous experience in contact center operations with knowledge of current contact center technology preferred.
Ability to share opinion, recommendations, and plans of action clearly and confidently in written documents, power point presentations, and verbal communications.
Self-sufficient and able to independently manage time and operations.
Working knowledge of property and casualty insurance policy processing and processing systems preferred.
Proficient in Microsoft Office products, including Word, Excel, Power Point, OneNote, and Teams.
Valid Texas driver’s license and driving record at the time of hire which would not place the employee on probation or disqualify the employee from Certified Fleet Operator Status under the company Driving and Safety Policy.
Other Job Information (if applicable): Continuous use of PC, telephone, and office machines.
Extended periods of sitting and concentrating.
Occasional bending, twisting, crouching, pulling, pushing, and reaching in an office environment.
Occasional lifting and moving items weighing up to 30 lbs.
WORKING CONDITIONS Frequent long, irregular work hours.
Travel as required.
Work to be conducted in an office environment owned or leased by company.
REVISED March 2023
• Phone : NA
• Location : Waco, TX
• Post ID: 9142948455
