Job details

Supervisor, Customer Operations - Preneed

Job Purpose:

This position is responsible for planning, organizing, leading and coordinating the day-to-day activities of associates involved in providing services in the area of Customer and Agent Services.

Job Responsibilities:

Participates in the development of short- and long- term goals and plans for his or her work group.
Provides coaching and direction to the associates while creating an environment which encourages customer sensitivity, teamwork, commitment, increased productivity, and superior quality.
Develops, plans and implements succession plans that allow for career growth and development of associates. 40%.
Communicates approved policies and procedures to subordinates and ensures compliance.
Recommends change to policies and procedures as necessary and participates in the development and implementation of such changes. Effectively communicates with the Manager so she/he is informed of all necessary information regarding the associates, customers, and clients. 20%
Coordinates the workflow of the unit and ensures work is distributed appropriately and that all standards are met on a daily, weekly, and monthly basis. Works with the Workload Management team to understand workload trends. Collaborates with other Policy Administration supervisors to develop weekly workload strategies, spot trends and implement work plans. 20%
Performs periodic quality reviews to ensure that proper processing service procedures are being followed. Provides feedback to staff in a timely manner and identifies and implements training solutions as needed to improve performance. 5%
Hires, trains, develops, evaluates, and (when necessary) disciplines and terminates personnel or makes authoritative recommendations in such matters. Establishes standards for effective job performance and evaluates associates according to such standards. Communicates job performance standards.5%
Maintains records related to work group performance, attendance, payroll, and expenditures. Prepares or assists in the preparation of related reports. May conduct or participate in the analysis and resolution of operational issues. 5%

Job Requirements:

High school diploma or GED required.
Minimum of 3 years of Customer Service Experience.
Minimum of 1 year in a leadership / supervisory experience in a related field.
Computer skills required, including Word, Excel and Lotus Notes / Outlook.
Excellent verbal and written communications skills.
Strong customer service skills.
Ability to work with frequent interruptions and under deadlines.
Work from home not an option.
An understanding of human resource policies and procedures.
Basic workflow management tools.
Well-developed interpersonal skills promoting team participation with assigned staff.
Motivational methods to improve and develop assigned staff.
Ability to engage co-workers and peers in cross-functional teams.
Multi-task and perform multiple goals/objectives.
Strong knowledge of life insurance and Preneed products preferred.
LOMA ACS or other designation recommended.

LI-SW

Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.

Base Salary Range:

$67,600.00 - $101,400.00

Please provide your Work Experience and Education or attach a copy of your resume. Applications received without this information may be removed from consideration.

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance, investment and technology solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future. If you’re ready to help make a difference, apply today.

Accommodation request

TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please let us know at

talentacquisition@trustage.com

By TruStage

Hello, we’re TruStage™ (formerly known as CUNA Mutual Group)! We’re on a mission to make a brighter financial future accessible to everyone. Dedicated to helping more people — in more ways — make confident financial decisions at every stage. And ...

FUNDING

INDUSTRY

TEAM SIZE

LOCATION

Hybrid, based in Madison, WI

DATE POSTED

July 22, 2023