Billing Customer Service Manager

About the role

The Billing Customer Service Manager at Frontline Insurance is responsible for managing the Billing Customer Service team to deliver timely, accurate, and high-quality service supporting the Underwriting Department. This role involves overseeing a high volume of inbound calls, assisting with complex issues, and collaborating with senior management to develop and implement policies and process improvements.

Responsibilities

• Manage the Billing Customer Service team to ensure timely, accurate, and high-quality service
• Oversee a high volume of inbound phone calls from insureds and agents, providing prompt, accurate, and courteous assistance
• Resolve complex issues and provide guidance on underwriting guideline changes
• Train new hires and ongoing staff on best practices and underwriting guidelines
• Collaborate with senior underwriting management to develop and implement policies, strategies, and process improvements
• Document and address performance or conduct issues promptly, maintaining accurate HR records
• Ensure compliance with company policies, regulatory requirements, and quality standards
• Handle and oversee special projects assigned by leadership
• Maintain real-time monitoring of team performance and ensure service level targets are consistently met
• Oversee escalated customer calls and ensure prompt resolution
• Participate in the development, testing, and implementation of new software and programs to improve operational efficiency
• Assist with requirement workshops and sign-offs for new initiatives and system enhancements
• Prepare and distribute weekly production and performance reports
• Conduct semi-annual and annual performance reviews for team members
• Direct daily operations by setting priorities, scheduling tasks, and making necessary adjustments to ensure workflow
• Foster a positive team environment that encourages collaboration, accountability, and continuous improvement
• Perform quarterly spot checks and time gap assessments; implement coaching plans as needed, with increased frequency if concerns arise
• Maintain ongoing feedback and implement strategies to enhance efficiency and productivity

Requirements

• High School diploma required, GED, or any undergraduate degree
• Minimum 3+ years of experience in Property & Casualty, Sales/Customer Service, and/or Call Center operations (preferred)
• At least one year of prior management or supervisory experience (preferred)
• Active 4-40, 20-44, or 2-20 license required
• An insurance-related Designation in Property and Casualty Insurance is desirable
• CPCU designation preferred

Qualifications

• Continued personal development to meet the company goals is required

Skills

• Excellent communication and interpersonal skills
• Strong organizational and time management skills
• Ability to handle multiple tasks and prioritize effectively
• Proficient in Microsoft Office Suite
• Knowledge of property and casualty insurance underwriting guidelines

Benefits

• Health & Wellness: Company-sponsored Medical, Dental, Vision, Life, and Disability Insurance (Short-Term and Long-Term)
• Financial Security: 401k Retirement Plan with a generous match
• Work-Life Balance: Four weeks of PTO and Pet Insurance for your furry family members

Pay

Compensation is commensurate with experience.

Schedule

Full-time position.