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Say Unit Leader

Company: Shelter Insurance
Location: Henderson
Posted on: January 17, 2020

Job Description:

Location: Henderson NV Call Center 1671 West Horizon Ridge Parkway A company built to serve you. It's your career, Shelter it! Say Insurance is a new, direct-to-consumer auto insurance brand created by Shelter Insurance. Shelter is known for its award-winning focus on customer experience and Say is following in its footsteps. The Say Unit Leader is a key contributor to the front line operations of this new brand. The Say Unit Leader leads a team of Say Service Representatives with full ownership over the development and performance of their team. This will involve supervising, hiring, staffing and performance/production management for the team. The Unit Leader coaches, provides workflow guidance and serves as a reference person for Say Service Representatives. This role will also assist customers with policy service, questions regarding Say's public website, claims/policy/underwriting questions within the scope of their authority and will work in an Omni-channel call center environment. We are looking for someone with proven leadership experience and an eye for detail who can obtain and maintain a Property & Casualty insurance license in all states within the Say operating territory. Due to the duties and responsibilities of this position, a criminal background check may be run on all final candidates. Sound like you? Please consider joining our team. This role is set to join our direct channel team, which is a small, agile and cross-functional team. We need dynamic self-starters to hit the ground running and work well in a call center environment. We're customer-obsessed. We're data junkies. We test and optimize. And we like things that way. Minimum starting salary: $24.57/hour #CB# If interested, please apply by:01/17/2020 Essential Duties Participates in the selection, hiring, training and scheduling of Say Customer Service employees.Performs personnel related functions including regular performance management reviews, initiating salary recommendations and disciplinary action.Oversees training for Say Customer Service employees in order to communicate procedural and regulatory changes.Assigns and monitors employee workload and routinely reviews employees' completed work in order to maintain quality, productivity and accurate performance in compliance with Company policies and guidelines.Maintains current knowledge of Say marketing, underwriting, and claims departmental procedures, policy language and coverages relating to customer service, claims and complaint handling.Maintains knowledge of system specifications for all Say applications, and disseminates this information to the department.Exercises discretion to authorize and approve policy coverage changes.Assists with complaint contacts forwarded from Say representatives or other company personnel.Performs quality assurance reviews of recorded contacts for assigned personnel.Receives specific training on phone routing applications, scheduling, reporting systems, and recording and quality assurance software as provided by vendors and industry educational programs.Maintains statistical data of operations and produces reports for management.Identifies contact center trends and staffing needs to facilitate the scheduling of personnel, ensuring adequate coverage at all times, including peak periods, holidays and routine absences of department personnel.Serves as representative for department at Company or industry meetings, training programs and court proceedings.May chair or serve on assigned Company and departmental ad hoc or standing committees.Assists personnel in obtaining P & C Producer's License in all operating territories.Monitors and administers licensing issues including required continuing education.Submits and tracks System Modification Requests as needed.Has contact with all Companies departments, branch offices, agents, policyholders, claimants, mortgagees and others.Acts as replacement as requested for Customer Services Manager when absent.Maintains Business Recovery/Resumption plans for Say Customer Services.Must be capable of working any assigned shift within Say hours of operation.Maintains schedules and works well with others.Performs other duties as requested by the Customer Services Manager.Essential Duties as described in this document are general in nature and should not be construed as encompassing all duties and/or functions of this job. Skills Superior oral and written communication, organizational, leadership, motivational and interpersonal skills to supervise, instruct, counsel, and evaluate employees and communicate with policyholders and other Company personnel in all departments.Ability to acquire P & C Producer's license in Say Insurance operating territory.Excellent reading comprehension skills. Training General educational background with a Bachelor's Degree or equivalent work experience, including courses in English, math, general business, business writing, and insurance.Insurance knowledge acquired by attending Company training programs and suggested completion of related industry courses. Experience Thorough understanding of operations and function of computer systems/business applications, to include CRM, internal policy & client systems, claims systems, customer facing websites, personal computing, telephony systems, call routing and recording, workforce management and complaint tracking applications.Broad knowledge of Company operations and interdepartmental relationships.General knowledge of contact centers, including workforce management and techniques.Three to five years' general insurance experience with thorough knowledge of marketing, underwriting, claims and consumer affairs. Responsibilities/Principal Accountabilities Works under general supervision of the Customer Services Manager, is accountable for daily operations of Say Customer Services, including hiring, scheduling, Quality Assurance, training, licensing, monitoring productivity and employee development to provide a high level of personal service and contribution to department and Company goals.Responsible for supervising and assisting assigned personnel in policy inquiry, sales practices, programming and web support, claims and complaint handling procedures to ensure accuracy and adherence to established procedures and provisions according to legal and contractual obligations.Has authority to allocate workloads, make marketing and underwriting decisions and institute administrative procedural changes as deemed appropriate.Responsible for assuring employees have the necessary tools, training and equipment to carry out their duties.Accountable to maintain relationships with vendor service providers in the areas of call recording, first notice of loss entry and billing, workforce management, complaint tracking, and others as needed.Depending on location, may be responsible for overseeing the routine upkeep and maintenance of physical facilities and equipment.

Keywords: Shelter Insurance, Las Vegas , Say Unit Leader, Other , Henderson, Nevada

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