Director of P/C Customer Service
Farm Bureau Life Insurance Company Farm Bureau Life Insurance Company Lansing, MI Lansing, MI Full-time Full-time From $115,638 a year From $115,638 a year Objective:
To lead the development of the organization's Customer Experience and P/C Customer Service teams to deliver high quality products and services to support the organization's vision and strategy.
To place particular focus on developing teams to achieve established objectives.
To promote a positive customer experience in all interactions with policyholders, Farm Bureau Insurance agents, and home office partners.
To emphasize innovation, industry best practices, and effective use of resources.
Responsibilities:
Plan and direct all strategic, operational, and production-support functions of the P/C Customer Service Department within the objectives of the Farm Bureau Insurance corporate plan.
Regularly evaluate competitive challenges and introduce innovations to meet or beat the competition.
Work to exceed industry standard for expense control and efficiencies.
Maintain a high level of technical expertise and knowledge of company guidelines as it relates to billing, reinstatements, and customer relationship management.
Be a strong subject matter expert in the areas of billings, payments, contract language, collections, integration, and impacts on sales.
Stay abreast of technological enhancements to ensure that the team has the tools it needs to support these functions.
Resolve complaints and problem cases from agents, policyholders, Department of Insurance and Financial Services (DIFS), and others which require special attention.
Mentor the Product Owner of Billing Center to support products and projects across divisions.
Assign the projects for the Product Owner to be the liaison between the business partners and project teams, and to drive decision making to carryout project vision.
Hold them accountable to be involved in outside system communities to help the organization understand what billing changes need to be taken.
Mentor the Customer Experience (CX) specialist to develop CX strategies across the organization, including CX inspiration, education, recognition, and accountability.
Hold them accountable to be involved in outside education and system communities to develop best practices for our CX program.
Qualifications:
Bachelor's degree with a major in insurance, business, customer experience, or related field of study or equivalent experience required.
P/C insurance license required or obtained within six months of hire.
Minimum five years supervisory or management experience required.
Five years insurance background in related field preferred.
Willingness to pursue continuing job-related education required.
Willingness to participate in self-assessments required.
Designations in AINS, CPCU, ACS and/or PCS preferred.
Job Type:
Full-time Pay:
From $115,638.
00 per year
Benefits:
401(k) matching Flexible schedule Parental leave Professional development assistance Work from home Shift:
8 hour shift Day shift Weekly day range:
Monday to Friday Work setting:
Hybrid remote Ability to commute/relocate:
Lansing, MI 48917:
Reliably commute or planning to relocate before starting work (Required) Work Location:
Hybrid remote in Lansing, MI 48917.
Estimated Salary: $20 to $28 per hour based on qualifications.
To lead the development of the organization's Customer Experience and P/C Customer Service teams to deliver high quality products and services to support the organization's vision and strategy.
To place particular focus on developing teams to achieve established objectives.
To promote a positive customer experience in all interactions with policyholders, Farm Bureau Insurance agents, and home office partners.
To emphasize innovation, industry best practices, and effective use of resources.
Responsibilities:
Plan and direct all strategic, operational, and production-support functions of the P/C Customer Service Department within the objectives of the Farm Bureau Insurance corporate plan.
Regularly evaluate competitive challenges and introduce innovations to meet or beat the competition.
Work to exceed industry standard for expense control and efficiencies.
Maintain a high level of technical expertise and knowledge of company guidelines as it relates to billing, reinstatements, and customer relationship management.
Be a strong subject matter expert in the areas of billings, payments, contract language, collections, integration, and impacts on sales.
Stay abreast of technological enhancements to ensure that the team has the tools it needs to support these functions.
Resolve complaints and problem cases from agents, policyholders, Department of Insurance and Financial Services (DIFS), and others which require special attention.
Mentor the Product Owner of Billing Center to support products and projects across divisions.
Assign the projects for the Product Owner to be the liaison between the business partners and project teams, and to drive decision making to carryout project vision.
Hold them accountable to be involved in outside system communities to help the organization understand what billing changes need to be taken.
Mentor the Customer Experience (CX) specialist to develop CX strategies across the organization, including CX inspiration, education, recognition, and accountability.
Hold them accountable to be involved in outside education and system communities to develop best practices for our CX program.
Qualifications:
Bachelor's degree with a major in insurance, business, customer experience, or related field of study or equivalent experience required.
P/C insurance license required or obtained within six months of hire.
Minimum five years supervisory or management experience required.
Five years insurance background in related field preferred.
Willingness to pursue continuing job-related education required.
Willingness to participate in self-assessments required.
Designations in AINS, CPCU, ACS and/or PCS preferred.
Job Type:
Full-time Pay:
From $115,638.
00 per year
Benefits:
401(k) matching Flexible schedule Parental leave Professional development assistance Work from home Shift:
8 hour shift Day shift Weekly day range:
Monday to Friday Work setting:
Hybrid remote Ability to commute/relocate:
Lansing, MI 48917:
Reliably commute or planning to relocate before starting work (Required) Work Location:
Hybrid remote in Lansing, MI 48917.
Estimated Salary: $20 to $28 per hour based on qualifications.
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