Job SummaryThis role leads and optimizes Customer Care operations by overseeing staffing, workflows, performance management, and quality assurance to deliver strong service, retention, and growth results. The position ensures underwriting compliance, mitigates risk exposure, and drives team success through coaching, escalation management, and partnership with agencies and vendors. Additionally, the role supports sales and marketing efforts, agency engagement, and key business initiatives to enhance customer experience and operational effectiveness.
Work LocationThis position offers a hybrid work schedule(3 days in office/2 days at home) and will be working out of the West Bend or Madison, WI office.The internal deadline to apply is 6/12/26. External applications will be accepted on a rolling basis while the position remains open.Responsibilities & QualificationsKey Responsibilities- Manage personnel actions such as selection, hiring, training, salary and bonus adjustments, performance appraisals, and promotions.
- Plan and monitor service workflows of assigned area(s).
- Ensure processes and procedures mitigate E&O exposure and ensure staff operate within their underwriting authority.
- Plan and monitor workload and staffing levels to meet service-level agreements and sales goals.
- Monitor Customer Care retention, book value, and growth.
- Audit Customer Care interactions and complete file reviews to ensure quality customer service.
- Provide coaching to staff to achieve sales and quality assurance goals.
- Handle escalated issues.
- Maintain strong relationships with third-party vendors and agency partners to ensure quality service.
- Handle complaints and monitor customer feedback.
- Perform marketing activities for Customer Care in conjunction with regional sales managers.
- Conduct agency meetings and manage new agency enrollments.
- Monitor agency sales goals that impact Customer Care revenue.
- Support companywide initiatives and change management for current and future products and services.
Preferred Experience and Skills- 5+ years of P&C insurance experience with an emphasis in underwriting
- 5+ years contact center experience
- 1 year of customer service supervisory experience
- Problem solving skills
- Leadership skills with the ability to coach, mentor and develop others in service
- Knowledge of personal computers, including agency management system software and telephone equipment and software
- Communication and rapport building skills
Preferred Education and Training- Bachelor's degree in Business, Insurance or related field
- Agents license (required)
- Completion of CIC and/or CPCU designation
- Associate in Underwriting designation
Salary StatementThe salary range for this position is $96,842-$121,053.
The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, business needs, geographical location, and internal equity. Compensation decisions are made by West Bend and are dependent upon the facts and circumstances of each position and candidate.
BenefitsWest Bend offers a comprehensive benefit plan including but not limited to: - Medical & Prescription Insurance
- Short and Long Term Disability
- Flexible Spending Accounts
- Life and Accidental Death & Disability
- Accident and Critical Illness Insurance
- Employee Assistance Program
- 401(k) Plan with Company Match
- Paid Time Off. Standard first year PTO is 17 days, pro-rated based on month of hire. Enhanced PTO may be available for experienced candidates
- Bonus eligible based on performance
- West Bend will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act for Colorado employees, in accordance with its plans and policies.
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