Note: The job is a remote job and is open to candidates in USA. NewtekOne is a financial holding company providing a wide range of business and financial solutions to the SMB market. The Customer Service Manager will oversee the Commercial Lines customer service team, focusing on performance management, training, and achieving sales goals.
Responsibilities
- Manage the commercial lines account management team to ensure that all work is completed according to scheduled deadlines with attention to quality standards, priorities and overall goals established
- Monitor, support and motivate the team to reach established goals, reviewing results often and keeping them in the loop
- Ensure the team provides prompt, accurate and courteous service to their clients, insurance companies and colleagues
- Provide guidance, assistance, and ongoing training to employees across the team to ensure they are working efficiently and effectively and in line with Newtek's philosophy and core values
- Assess and evaluate the employee's performance by utilizing the Periodic Review
- Collaborate with a team member to discuss area(s) of improvement needed and establish a development plan to include additional training, coaching, and mentoring
- Create a training agenda for all new hires to include goals and targets for the first 30, 60, and 90 days of employment
- Assess and evaluate the new hires first 30, 60, 90 days of employment by completing the Orientation Review form
- Reassess and re-evaluate employees at mid-year and again at year end in according to company policy
- Foster open communication with team members by holding regular team and one-on-one meetings
- Administer the time and attendance system for the team members
- Responsible for the quality of work produced in the department and the monthly metrics established
- Create and deliver reporting on activities for backlog, retention, book analyses, and other agency metrics and present during weekly operations and monthly management meetings
- Schedule and implement annual review calls to current clients checking for changes to policies or needs and provide feedback
- Assist management in identifying relationship enrichment campaigns for lead generation
- Participate in active client engagement surveys periodically
- Champion company core values, always demonstrating the highest levels of personal character, integrity, and displays a "can do" leadership style to achieve exceptional results
Skills
- Bachelor's degree or equivalent experience and a minimum of 5 years of P&C insurance experience managing a team of customer service representatives
- Valid P&C license required
- Excellent knowledge of P&C coverage, rules, and regulations
- Strong organizational skills with ability to execute and hit targets
- Lead by example and have a willingness to adapt
- Excellent professional oral, written and presentation skills
- Strong leadership skills with a participative management style
- Strong follow-up skills and ability to resolve issues in a timely manner
- Passion and drive to build the client portfolio
- Strong analytical and problem-solving skills
- Ability to assess team members' performance and provide motivational support
Benefits
- Performance-based bonus program
- Comprehensive benefits package including medical, dental, vision, supplemental benefits
- 401(k) savings plan with an employer match
- On-going training on sales techniques, industry, and competitive landscape to support your career growth
Company Overview