Bachelor's degree in Business Administration, Marketing, or related field.
5+ years of experience in customer or agent relations/account management.
3+ years of management experience required.
Preferred experience in the insurance industry or large corporations.
Strong analytical, decision-making, organizational, and communication skills.
Responsibilities
Lead a team of Agent Support Specialists in tool troubleshooting and training.
Develop strong partnerships with agencies and sales teams for tool support.
Act as the internal SME representing agent feedback regarding self-service tools.
Participate in multidivisional workgroups for the advancement of self-service tools.
Create and manage Standard Operating Procedures for support processes.
Benefits
Opportunities for professional development and training.
Supportive team environment focused on collaboration.
Opportunity to shape the agent experience and implement improvements.
Full Job Description
Job Description
Departmental Summary
Will leverage market feedback to serve as an internal subject matter expert for any projects and initiatives relating to agent self-service tools.
Engage with agency partners to collect feedback and pain points regarding self-service tools.
Assist with business readiness and support plans during self-service tool project and initiative implementations.
Responsible for leading a team of Agent Support Specialists who are accountable for troubleshooting, triaging, and training on BCBSM's Agent Self-Service tools.
Oversee team to develop a proactive consultative partnership role with agencies and our sales team regarding tool support.
Serve as the internal subject matter expert representing the voice of the agent with regard to the self-service tools to key stakeholders within the organization.
Participate in multidivisional workgroups to support new and existing initiatives, serving as the SME and voice of the agent regarding self-service tools.
Develop and manage Standard Operating Procedures (SOPs) for self-service support processes, including roles and responsibilities across divisions.
Provide developmental feedback and ensure completion of assigned goals.
QUALIFICATIONS
Bachelor's degree in Business Administration, Marketing, or related field.
Minimum of five (5) years of experience in customer relations, agent relations, account management, or similar fields.
Minimum of three (3) years of management experience.
Previous experience working in insurance industry, large corporation, or chamber/association preferred
Excellent analytical, decision making, organizational, planning, creative problem solving, and verbal and written communication/presentation skills.
Strong ability to build and maintain relationships with the agent/broker community as well as internal and external customers.
Experience successfully applying and managing process improvement practices.
Experience identifying and documenting standard operating procedures.
Ability to effectively navigate difficult conversations with customers and arrive at acceptable outcomes, while maintaining positives relationships in the market.
Ability to identify and advocate for improvements to the agent experience with stakeholders throughout the organization.
Ability to lead a team and to work effectively with all areas of the organization.
Ability to lead multiple projects and work with internal and external clients to identify needs and develop solutions.
Ability to prioritize work across multiple projects and day to day needs of a team.
Ability to partner effectively with other teams across the enterprise, building alignment and support when necessary.
Comfortable providing feedback and coaching to others on developmental opportunities.
Ability to help shape a strategic plan and ensure execution of plan among team members.
Understanding of insurance dynamics.
Familiarity with BCBSM's Self Service tools preferred (i.e: EMVP, EMCS, BCOS, Callidus, Agent Portal)
