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Customer Service Manager Jobs

Company

The Travelers Companies, Inc.
Address , Knoxville, 37932, Tn
Employment type FULL_TIME
Salary $71,600 - $118,100 a year
Expires 2023-06-13
Posted at 1 year ago
Job Description
Who Are We?
Taking care of our customers, our communities and each other. That’s the Travelers Promise. By honoring this commitment, we have maintained our reputation as one of the best property casualty insurers in the industry for over 160 years. Join us to discover a culture that is rooted in innovation and thrives on collaboration. Imagine loving what you do and where you do it.
Job Category
Customer Service
Compensation Overview
The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.
Salary Range
$71,600.00 - $118,100.00
Target Openings
1
What Is the Opportunity?
Under general direction, the Business Center Team Manager provides guidance and direction in leading a business center team (center support, phones or account/policy processing) to ensure achievement of team goals and financial objectives. Leads assigned team to reach the overall organization objectives and operational excellence.
What Will You Do?
  • Leads and/or participates on special projects.
  • Drive and manage day-to-day activities to meet production goals, ensure compliance, audit, performance and quality standards are achieved and maintained at defined service level agreements utilizing all available resources in a cost effective manner.
  • Works with the command center/workforce administration to meet service levels as applicable.
  • Proactively builds favorable business relationships with internal and external customers.
  • Drive results by implementing appropriate performance expectations / management through effective coaching and mentoring.
  • Accountable for attracting, retaining and developing talent and coordination of onboarding and training.
  • Assists leadership team in managing team expenses.
  • Stays abreast of new product information and system changes. Leads the effective implementation of new technologies and the utilization of existing systems and provide management information reports as required.
  • Perform other duties as assigned.
  • Accountable for workload, workflow, and customer service to maximize efficiency.
  • Continually look for improvements in workflows, processes, and data.
  • May be individually accountable for a line(s) of business, functions or multiple business units that span across a region.
  • Monitors operations to ensure compliance with governmental requirements external environment and competitive landscape.
  • Engages directly with BI Operations Sourcing Team and vendor partners.
  • Leads and/or participates in business strategy and to continually enhance operational effectiveness and achieve business objectives.
  • Accountable for decisions related to hiring, termination and compensation.
  • Develops strong relationships with multiple business units and cross functional teams.
  • Coaches employees toward business performance standards, individual performance and development objectives.
  • Supports and implements emerging business plans and strategies.
What Will Our Ideal Candidate Have?
  • Acts with a sense of urgency.
  • Manages own work and directs the work of others.
  • Models the way for employees
  • Resource Management;
  • Demonstrates a strong knowledge of the internal and external conditions that have the potential to affect customer service.
  • Effectively communicate with business partners, peers and all leadership levels
  • Strong Problem solving skills.
  • Challenges employees to take responsibility for their performance and their development.
  • Skillful with Word and Excel
  • Solid knowledge of Policy Services functions, procedures, policies, etc.
  • Advanced communication, negotiation leadership and people development skills.
  • Develops a high degree of trust through demonstrated personal integrity, ethics and commitment to doing the right thing
  • Can make quick informed decisions
  • Demonstrated leadership and strong interpersonal skills.
  • Teamwork: Collaboration across operations organization
  • Business Knowledge:
  • Superior customer service and policy service skills.
  • Demonstrates a commitment to superior service.
  • Understands the business and responds to all related issues, concerns and proactively problems.
  • Continually seeks ways to implement expense reduction initiatives and/or produce work more efficiently while ensuring that Operations objectives are met.
  • Understanding of the Property Casualty insurance business: products, field operations and support systems and any related challenges.
  • Consistently sets clear direction by defining goals and priorities
  • Strong verbal and written communication skills
  • Takes responsibility for decisions and actions.
  • 3 years experience in an insurance, operations, or call center environment preferred.
  • Management:
  • Advanced knowledge of business products, processes and procedures.
  • Customer Focus:
  • Strong knowledge of product and associated processes.
  • Demonstrates solid performance management skills.
  • Resource Management:
  • Shares information and can maintain confidentiality
  • Ability to evaluate and determine planning and forecasting needs
  • Hires competent people.
  • College degree preferred.
  • Utilizes available external and internal resources to meet needs and expectations while remaining within approved budget.
  • Solid interpersonal and negotiation skills.
  • Leadership;
  • Systems knowledge (policy issuance, billing, MI);
  • Agency Management/Project Management;
  • Business Knowledge (accounting, underwriting, agency);
  • Change Leadership: Ability to effectively lead rapid change
  • Identifies customer needs and takes appropriate action to meet those needs.
  • 2 years of management experience preferred.
  • Motivates others to achieve the highest standards
  • Effectively coaches and mentors staff; delegates responsibility.
  • Advanced performance management and problem solving skills.
  • Strong keyboard and systems navigation skills
  • Knowledge of business center/insurance operations.
What is a Must Have?
  • 2 years experience in an insurance, operations or call center environment required.
What Is in It for You?
  • Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services, life coaching and other resources to support your daily life needs. Through Life Balance, you’re eligible for five free counseling sessions with a licensed therapist.
  • Health Insurance: Employees and their eligible family members – including spouses, domestic partners, and children – are eligible for coverage from the first day of employment.
  • Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off annually, plus nine paid company Holidays.
  • Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.
  • Retirement: Travelers matches your 401(k) contributions dollar-for-dollar up to your first 5% of eligible pay, subject to an annual maximum. If you have student loan debt, you can enroll in the Paying it Forward Savings Program. When you make a payment toward your student loan, Travelers will make an annual contribution into your 401(k) account. You are also eligible for a Pension Plan that is 100% funded by Travelers.
Employment Practices
Travelers is an equal opportunity employer. We believe that we can deliver the very best products and services when our workforce reflects the diverse customers and communities we serve. We are committed to recruiting, retaining and developing the diverse talent of all of our employees and fostering an inclusive workplace, where we celebrate differences, promote belonging, and work together to deliver extraordinary results.

If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an
email
so we may assist you.

Travelers reserves the right to fill this position at a level above or below the level included in this posting.
To learn more about our comprehensive benefit programs please visit
http://careers.travelers.com/life-at-travelers/benefits/
.