Customer Care Supervisor

Responsibilities

• Serve as the primary escalation point for complex client inquiries, policy questions, and service issues.
• Monitor daily workflow, call queues, and service levels to ensure timely response and resolution.
• Review and audit customer interactions for accuracy, professionalism, and adherence to regulatory requirements.
• Collaborate with account managers, brokers, and underwriting partners to resolve client concerns and support policy servicing.
• Train new team members on systems, procedures, product knowledge, and customer service best practices.
• Analyze service trends and provide recommendations to improve processes, reduce errors, and enhance the customer experience.
• Prepare performance reports and deliver feedback to team members and management.
• Ensure compliance with insurance regulations, data privacy standards, and internal policies.
• Support change management initiatives, system updates, and new product rollouts.

Requirements

• Strong understanding of insurance terminology, policy servicing, and regulatory requirements.
• Excellent communication, coaching, and conflict-resolution skills.
• Able to manage multiple priorities in a fast-paced, compliance-driven environment.
• A customer-centric mindset with a focus on accuracy, empathy, and professionalism.

Qualifications

• High school diploma or equivalent, required, college degree preferred.
• 5+ years’ experience in customer service within an insurance brokerage or related financial services environment.
• 3+ years’ proven leadership experience, ideally in a team lead or supervisory role.
• Proficiency with CRM systems, agency management platforms, and standard office software.
• Insurance licenses (e.g., P&C) or willingness to obtain them within 90 days of employment.
• Experience with process improvement methodologies, preferred.

Skills

Not specified

Benefits

Not specified

Pay

Not specified

Schedule

Not specified