Insurance Team Leader

About the role

Lead a team of 12 to 18 Licensed Insurance Agents in the LeasingDesk Contact Center Insurance Operations. Ensure department goals are met or exceeded by assisting the Manager with staffing, quality control, customer satisfaction, problem identification, and reporting.

Responsibilities

• Maintain a high level of customer satisfaction and timely resolution to customer service issues.
• Manage and assist employees with work-related problems or situations.
• Coach and develop Licensed Insurance Agents.
• Evaluate calls for customer service quality, interpersonal effectiveness, and accuracy of information captured using the departmental scorecard.
• Conduct regular meetings and coaching sessions with team members; responsible for Annual Performance Reviews.
• Provide regular feedback to the manager on staffing-related issues.
• Identify problems and handle difficult employee, customer, and client situations.
• Use sound professional judgment when evaluating and resolving customer complaints.
• Serve as a backup on phones as needed.
• Assist the Manager with operational strategy, process control, staff selection, and management reporting.
• Provide recommendations for staff hiring and progressive discipline.
• Report, track, and resolve product and process problems.
• Interface between general support staff, management, product management, product development, product implementation, and product support.
• Responsible for call center statistical tracking and trending.
• Assist with technical writing/approval relative to customer and internal documentation.
• Perform other duties as assigned; work evenings and weekends as needed.

Requirements

• Active Property & Casualty Insurance License.
• Excellent customer service and verbal/written communication skills.
• Strong computer skills in PCs and Internet computing.
• Minimum 2-year experience in a call center or customer service role.
• Ability to type at least 45 words per minute and accurately capture detailed information.
• Previous insurance experience preferred, but not required.
• Flexible with work hours to meet Contact Center hours of operation and workload needs (including overtime as required).
• Excellent problem-solving skills.
• Exhibits professional demeanor, accountability, accuracy, and customer-friendly attitude.
• Computer literate with working knowledge of Microsoft programs (Outlook, Excel, Word) and proprietary company systems.
• Able to sit or stand for frequent periods in the same location with some opportunity to move about.

Benefits

• Health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• Performance-based bonus based on position.

Pay

USD $50,500.00 – USD $85,900.00 per year.