Customer Service Supervisor

SBLI Life Insurance is seeking an experienced, innovative, Customer Service Supervisor to lead our team and optimize how we service our policyholders. The successful candidate will be responsible for setting/achieving servicing requirements, analyzing/optimizing department processes, and overseeing the daily operations of a Customer Service team, including staff management, training, and development. This is a required minimum of 3-days a week in our Woburn, MA office.

Principal Responsibilities:

• Establishes and maintains a high-quality service-centric culture; operates and directs a critical component of the operational value chain
• Monitors team performance for quality while ensuring adherence to company policies and procedures
• Responds in a professional and courteous manner to escalated policyholder concerns to reach an expedient solution that exceeds the client’s expectation
• Uses operational expertise to assess existing practices and procedures for actionable process improvement opportunities within the department
• Demonstrates ability to effectively lead and organize teams, providing guidance, motivation and support to team members
• Conducts performance reviews, quality assessments and individual coaching meetings to support team members’ growth and development
• Coaches to efficiency and one ‘touch’ resolution as issues/inquiries arise
• Collaborates across the organization to ensure alignment to new partnerships and product launches per roadmap
• Analyzes productivity and work queue data, team performance, and metrics. Ability to generate reports, interpret data, and present recommendations to team members, stakeholders and leadership
• Reviews SLA’s and KPI’s continually and prepares reports for management. Monitor performance in operations, efficiency, procedural and quality service to ensure that expectations are met with optimum levels of service delivery
• Performs trend and root-cause analysis on escalations and contributes to cross-functional action plans
• Stay up to date with industry trends, technologies and best practices and help drive innovation and provide recommendations to leadership
• Remains engaged within Operations and Distribution Teams to ensure that proper processes and tools are operating efficiently
• Develops an in-depth working knowledge of SBLI’s insurance products and services and stay current on changes in processes within the team’s operations

Qualifications:

• Minimum of 5+ years of experience in a customer service environment, with at least 2-3 years in a managerial or supervisory capacity; experience in the life insurance industry preferred
• Proven track record in managing a team and improving customer satisfaction
• Strong relationship building skills to collaborate internally and externally
• Demonstrated proactive approach to problem solving with a strong decision-making acumen, demonstrated ability to take initiative
• Proficiency in continuous improvement, business transformation and operational excellence
• Strong written/verbal communication and presentation skills
• Excellent interpersonal skills and the ability to effectively build and extend relationships with diverse groups of people including partners, policyholders and team members
• Strong working knowledge of Microsoft Office, Word and Excel
• Certifications /Licensures: Life Insurance Management, Customer Service, or other insurance designation preferred.
• This is a highly collaborative job. A minimum of 3-days a week in our Woburn, MA office is required.