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Supervisor, Customer Operations - Preplanning

Company

CUNA Mutual Group
Address , Remote
Employment type FULL_TIME
Salary $67,600 - $101,400 a year
Expires 2023-06-15
Posted at 1 year ago
Job Description
Job Purpose:
This job is responsible for planning, organizing, leading and coordinating the day-to-day activities of associates involved in providing services in the area of Customer and Agent Services.
Job Responsibilities:
Participates in the development of short- and long- term goals and plans for his or her work group. Provides coaching and direction to the associates while creating an environment which encourages customer sensitivity, teamwork, commitment, increased productivity, and superior quality. Develops, plans and implements succession plans that allow for career growth and development of associates.
Communicates approved policies and procedures to subordinates and ensures compliance. Recommends change to policies and procedures as necessary and participates in the development and implementation of such changes. Effectively communicates with the Manager so she/he is informed of all necessary information regarding the associates, customers, and clients.
Coordinates the workflow of the unit and ensures work is distributed appropriately and that all standards are met on a daily, weekly, and monthly basis. Works with the Workload Management team to understand workload trends. Collaborates with other Policy Administration supervisors to develop weekly workload strategies, spot trends and implement work plans.
Performs periodic quality reviews to ensure that proper processing service procedures are being followed. Provides feedback to staff in a timely manner and identifies and implements training solutions as needed to improve performance.
Hires, trains, develops, evaluates, and (when necessary) disciplines and terminates personnel or makes authoritative recommendations in such matters. Establishes standards for effective job performance and evaluates associates according to such standards. Communicates job performance standards.5%
Maintains records related to work group performance, attendance, payroll, and expenditures. Prepares or assists in the preparation of related reports. May conduct or participate in the analysis and resolution of operational issues.
May participate in special projects related to the goals and objectives of the broader customer service operations area, in collaboration with other leaders and contributors across the business.
Job Requirements:
  • Excellent verbal and written communications skills
  • Strong customer service skills
  • Ability to work with frequent interruptions and under deadlines
  • Strong knowledge of life insurance administration and familiarity with preplanning products preferred
  • An understanding of human resource policies and procedures.
  • Minimum of 3 years of Customer Service Experience
  • Multi-task and perform to multiple goals/objectives
  • LOMA ACS or other designation recommended
  • Motivational methods to improve and develop assigned staff.
  • High school diploma or GED required
  • Minimum of 1 year in a leadership / supervisory experience in a related field
  • Solid computer skills required, including Word, Excel and Lotus Notes / Outlook.
  • Well developed interpersonal skills promoting team participation with assigned staff.
  • Ability to engage co-workers and peers in cross-functional teams.
  • Basic workflow management tools.
Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.

Base Salary Range:
$67,600.00 - $101,400.00
CUNA Mutual Group’s insurance, retirement and investment products provide financial security and protection to credit unions and their members worldwide. As a dynamic and growing company, we strive to create a culture of performance, high standards and defined values. In return for your skills and contributions, we offer highly competitive compensation and benefit packages, significant professional growth, and the opportunity to win and be rewarded.
Please provide your Work Experience and Education or attach a copy of your resume. Applications received without this information may be removed from consideration.

Accommodation Request
At CUNA Mutual Group we believe in fostering an inclusive environment where everyone can bring their best self and thrive. If application or interview process accommodations are needed please notify us at .