Responsible for directing an area responsible for providing a broad range of services needed by policy owners/clients and filed force to maintain in-force policies or new business. Primary duties may include, but are not limited to: Develops/implements complaint resolution procedures and ensures area is staffed and trained to handle inquiries from agents and policy owners. Develops short/long-term customer service objectives and continuously monitors procedures to ensure these are met by staff. Encourages staff development/training. Stays abreast of state/federal regulations. Develops and manages the annual operating budget within financial objectives and in a manner which ensures that service and goals are met. Hires, trains, coaches, counsels, and evaluates performance of direct reports. Requires a BA/BS degree and 7 years leadership experience; or any combination of education and experience, which would provide an equivalent background.
*Responsible for the day-to-day operations and performance of a large, multi-site, multi-channel, Provider customer service team.
*Responsible for Key Performance Indicators of the team including Average Speeds of Answer, phone service levels, Call Quality, Customer Satisfaction, HIPAA, Regulatory Compliance, effective staff/workforce management, and staff efficiency.
*Responsible for driving associateretention, morale, and engagement and a positive, inclusive, and supportive workplace environment that facilitates associate and customer satisfaction.
*Responsible for participating in the development of long-term customer service strategy and initiatives and wholly responsible for the execution of those plans in order to drive KPI’s.
*Responsible for partnering with various internal and external customers and stakeholders to ensure customer satisfaction, compliance with regulatory requirements, and alignment with company goals and initiatives.