Business Ins Team Operations Manager

Job Description

We are Farmers! Join a team of diverse professionals at Farmers to acquire skills on the job and apply your learned knowledge to future roles at Farmers. Farmers Insurance also offers extensive training opportunities through the award winning University of Farmers named by Training magazine amongst top 10 corporate training units in the world.
Want to learn more about our culture & opportunities? Check out farmers.com/careers and be sure to follow us on Instagram and LinkedIn!
Job Summary Directs and controls all facets of the Business Insurance Support team; supports the growth and profitability of the service center by ensuring exceptional Customer Service is provided to our agents; provides accurate product information, marketing guidance and accurate sales advise; maintains, evaluates and reports on quality and service controls within the Support team; conducts work quality audits on Support team members monthly and provides quarterly results; directs communication regarding commercial appetite, new procedures, and system issues; provides feedback to the internal support team regarding system and document errors reported by agents; assumes the duties of the Business Insurance Support Team Manager when he or she is unavailable. Responsible for day-to-day operation of the QA program, resource assignments and workload balancing. Essential Job Functions Promotes a professional working relationship between the Business Insurance Service Teams, home office, other business partners, and the agency force. Maintains superior customer experience and promotes business growth by supporting District Managers and Agents. Oversees the handling of complex transactions which require referral processing. Be involved in dispute process as the final technical reviewer. Provides instruction to CSRs to enable them to triage all incoming calls and resolve or refer them appropriately. Maintains, evaluates and reports on quality and service controls within the Support Service team. Responsible for achieving high levels of quality, service and teamwork within the assigned team. May develop monthly audit plan focusing on transactional quality in addition to call quality. Manages the process improvement cycle to ensure process effectiveness. Conducts QA calibrat ion sessions to ensure alignment in all teams. Reviews and evaluates available reports to determine the most effective and efficient work processes for handling incoming calls; tracks and reports on weekly results and monthly customer experience scores. Conducts phone audits on Customer Service Representatives monthly and provides regular performance results; analyzes weekly Customer Service phone summary report. Reviews and exercises approval of transactions not within the authority of the assigned personnel. Identifies internal and agent related business insurance system problems. Assists the internal support team in the identification and documentation of all defects. Assists the Business Insurance Management team in preparing the annual business plans and reporting results monthly. Provide Service Team Managers with information about the type of calls and number of calls from agents regarding the various products to promote pro-active training within their team and the agency force. Performs other duties as assigned. Physical Actions Required job duties include sedentary work as well as some or all of the following physical activities; lifting and/or carrying 40-lbs (suitcases, projectors, handouts, laptop computer, etc.), seeing, speaking, hearing, and occasional operation of a motor vehicle. Physical Environment Required job duties are normally performed in a climate controlled office environment, with occasional job duties performed in company car, airplane, hotels and various physical sites dictated by travel that are not always in a climate controlled environment. Education Requirements High school diploma or equivalent required. Bachelor’s degree preferred. Insurance industry designation achieved (e.g. CPCU, AINS) or working towards General Insurance (INS) or Associate in Management (AM). Experience Requirements Three years insurance industry experience required and prior supervisory experience a preferred. Special Skill Requirement Technical expertise in business insurance. Knowledge of management information and business systems (Word, Excel, PowerPoint, Access). Excellent verbal, written and interpersonal skills, with demonstrated presentation skills. Analytical thinking skills to make timely, appropriate decisions and recommendations after reviewing all relevant information. Ability to successfully interact with the agency force to grow business while at the same time maintaining underwriting discipline. Ability to read and interpret policy contract language. Working broad-based knowledge of: relevant insurance laws/statutes and insurance contract language, the contract issue process, computer systems, competitor's products and marketing practices. Farmers is an equal opportunity employer, committed to the strength of a diverse workforce. ]]>
Schedule: Full-time
Job Posting: 01/28/2020