Customer Service Manager

About the role

This hybrid position is based in Ft. Wayne, IN and supports Aon's K&K Insurance group Mass Merchandising business group within Aon Affinity.

What the day will look like

• Lead, mentor, and develop a team of underwriters, including performance reviews, coaching, and training on various platforms
• Conduct interviewing/hiring potential candidates
• Oversee the underwriting of complex or high-value accounts, ensuring consistent application of underwriting guidelines and risk-selection criteria
• Develop and implement underwriting strategies, policies, and procedures in alignment with Aon Service Corporation's overall business objectives
• Monitor portfolio performance, identify trends, and recommend corrective actions to maintain profitability and support growth
• Collaborate with sales, claims, and product development teams to identify market opportunities, resolve client issues, and enhance product offerings
• Review and approve underwriting decisions that exceed team members' authority limits
• Ensure compliance with all relevant regulatory requirements and internal audit standards
• Participate in client meetings and presentations as a subject matter expert, as needed
• Contribute to the development and implementation of underwriting tools and technology enhancements to drive efficiency and improve decision quality

Skills and experience that will lead to success

• Strong verbal, written, analytical and leadership skills
• P&C license preferred/must be obtained within 6 months of hire
• Ability to handle multi-tasking effectively
• Strong time management skills
• Proficiency with the Microsoft Office suite products including Excel and Word
• Insurance industry experience
• Customer Service experience including verbal/telephone skills
• Strong organizational and interpersonal skills with attention to detail

Qualifications

• High School Diploma or Equivalent
• College Degree preferred

Benefits

• 401(k) savings plan with employer contributions
• Employee stock purchase plan
• Consideration for long-term incentive awards at Aon's discretion
• Medical, dental and vision insurance
• Various types of leaves of absence
• Paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, and paid sick leave as provided under state and local paid sick leave laws
• Short-term disability and optional long-term disability
• Health savings account
• Health care and dependent care reimbursement accounts
• Employee and dependent life insurance and supplemental life and AD&D insurance
• Optional personal insurance policies
• Adoption assistance
• Tuition assistance
• Commuter benefits
• Employee assistance program that includes free counseling sessions
• Two "Global Wellbeing Days" each year

Pay

The salary range for this position is $86,500 to $92,000 annually, with eligibility to participate in an annual incentive plan for a discretionary bonus in addition to base salary. The actual salary will vary based on applicant's education, experience, skills, and abilities, as well as internal equity and alignment with market data, and may be adjusted based on geographic location.