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4900 Libbie Mill E Blvd #100, Richmond, VA 23230, USA
(804) 780-0611
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510 Locust Ave, Charlottesville, VA 22902, USA
(434) 971-1900
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Policy Services Supervisor

Harrisonburg

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Policy Services Supervisor

Begin a rewarding career with a well-recognized property and casualty insurance company with an A (Excellent) AM Best rating achieved by our continued financial stability and our commitment to providing superior products and service.

This position will provide organization-wide oversight of customer and agency transactions to deliver precise and responsive agent and policyholder customer service.

 

Fundamental Job Duties:

  • Selects, trains, and supervises activities of staff including development of unit personnel that models and rewards professionalism in the workplace.
  • Works closely with all areas of the organization in support of their objectives, assuring that service to agents and consumers meet expectations.
  • Supports the corporate culture to create a positive work environment.
  • Develops and maintains awareness and support of consumer/agent expectations and seeks ongoing improvements in the delivery of products and services.
  • Maintains/manages customer satisfaction data including Net Promoter Score and Customer Experience Score.
  • Ensures consistent application of criteria for reinstatements, extension of payment due dates, and other credit-related decisions.
  • Monitors cancellations, write-offs, and collection results and initiates action plans to address areas of concern.
  • Maintains awareness of advanced technology developments and promotes adoption of system improvements.
  • Assures that all activities and work output are compliant with laws and regulations and consistent with company procedures and standards.

 

Desired Skills and Abilities:

  • Ability to create a positive work environment in a call center setting; has working knowledge of call center operations, workflow management, and staffing practices.
  • Understands management of staff at all levels.
  • Ability to promptly identify critical issues, analyze facts, and make decisive and sound decisions.
  • Possesses a solid knowledge of the company’s vision, mission, and strategic plans and is committed to their
  • Shows personal integrity, inspires trust; sets a positive example through a strong work ethic, commitment, and enthusiasm.
  • Stays aware of changes in the external environment and adjusts internal practices as needed.
  • Demonstrates strong working knowledge and is proficient user of all MS Office applications and programs.
  • Continuously advances own understanding of property/casualty insurance and best practices.

 

Qualifications Needed:

  • Call center experience dealing directly with customers; insurance background preferred.
  • Effective communicator through written, oral, and electronic formats with ability to convey complex concepts clearly to a variety of audiences.
  • Exhibits strong interpersonal skills including ability to develop consensus among decision makers.
  • Demonstrates ethical work manner in dealing with confidential information.

 

This is an in-house position at our home office located in Harrisonburg, VA. To apply for this job, please email your resume to recruiting@rockinghamgroup.com.

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