Agency Support Team Lead

Michigan Farm Bureau; Lansing, Northern (MI, KY); Hybrid; USD 68,000 - 78,000; Full time

Benefits offered by this job

Full benefits package (medical, dental

401K

Job summary

Michigan Farm Bureau is seeking an Agency Support Manager to lead a team-focused approach to handling Agency Support/Quality Control inquiries. Responsibilities include hiring, training, and developing staff, overseeing daily operations, and coaching to meet department goals in delivering an exceptional customer experience.

The role emphasizes strategy development, supervision, and continuous improvement of call/chat/ticket handling, with a hybrid work arrangement in Lansing, MI.

Qualifications

• Bachelor's degree in business, management, insurance, or related field.
• 3–5 years of customer service experience in a contact center or professional office.
• Leadership, training, coaching, and mentoring experience.
• Willingness to pursue continuing job-related training and education.
• Experience with confidential material and discretion.

Responsibilities

• Assist in development and implementation of strategies for improved oversight and efficiencies.
• Provide supervision to Agency Support by coaching and developing talent.
• Help build effective teams to deliver high-quality customer experiences for Farm Bureau Insurance agents and field staff.
• Create an environment where ideas are shared and team members are coached toward standards.
• Use technology to stay organized, conduct monthly touch bases, and delegate tasks as needed.
• Perform periodic audits of department functions and drive improvements in quality and consistency.

Skills

Leadership

Coaching

Training

Customer service

Discretion

Communication

Data analysis

Education

Bachelor's degree

AINS/API/AU designation or pursuing

Tools

Microsoft 365

Teams

Outlook

SharePoint

Word

Excel

Forms

PowerPoint

Job description

To assist the Agency Support Manager in the development of a team-based approach to the handling Agency Support/Quality Control inquiries and functions. To provide support by hiring, training and developing professional staff. To assist in all office staff functions as needed to support the successful operation of the field force in ensuring an excellent customer experience. To oversee the daily operation of Agency Support to ensure calls, chats and tasks are handled in a timely and efficient manner with delivery of an exceptional experience. To act as a resource and coach to the members of the team to meet department and company objectives. To work toward resolution of complex issues and complaints from the Agency Support Team.

Assist the Agency Support manager in the development and implementation of strategies for improved oversight and efficiencies. Provide supervision to Agency Support by coaching and developing talent.

Assist in developing and building effective teams to achieve a high-quality customer experience of Farm Bureau Insurance agents and field office staff.

Create an environment where people feel valued, appreciated, and empowered to improve

the organization. Create an environment where ideas and opinions are shared. Provide

opportunities to share knowledge and skills while also developing and coaching team

members to reach department standards.

Use available technology to stay organized, build and motivate teams, have crucial conversations regarding expectations, perform monthly touch bases with team members, and delegate tasks as needed.

Perform periodic audit of department functions to ensure accuracy. Learn how to use information from these reviews to drive improvements in quality and consistency. Maintain departmental standards for production while maintaining accuracy.

Maintain quality assurance data and provide daily statistics of quality assurance to team

members, be able to analyze data compared to goals. Perform quality monitoring of calls, chats, and of system administration. Including spot checks on both telephone calls, chats, tickets and tasks once a trainee is released to work independently.

Requirements

Required

• Bachelor's degree required with focus on business, management insurance or finance, or equivalent experience may be considered.
• Three to five years' experience in customer service within a contact center or professional office required.
• Past leadership, training, coaching, and mentoring experience required.
• Willingness to pursue continuing job-related training and education required.
• Demonstrated ability to use discretion when dealing with confidential material required.
• Demonstrated ability to learn new technologies required.
• Keyboarding skills with accuracy required.
• Experienced computer usage and proven skills in Microsoft 365, including Teams, Outlook, SharePoint, Word, Excel, Forms, and PowerPoint required.
• Must be accurate, detail-oriented, dependable and organized.
• Designations in AINS, API, or AU required, or actively being pursued.

Preferred

• Professional accomplishments in AICPCU programs preferred.
• Designations in AINS, API, or AU required, or actively being pursued.

Note

Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

PM19

Work Type

Hybrid

Standard Hours

8:00am-4:30pm

Position Type

Full-time

73,008

Location(s)

Lansing , Michigan 48917

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The Michigan Farm Bureau Family of Companies is an equal opportunity employer. The Company will not discriminate against applicants or employees on the basis of race, color, religion, national origin, age, sex, pregnancy (including childbirth or related medical condition), disability, genetic information, sexual orientation, gender identity, military status, citizenship, or any other class protected by applicable law. In accordance with Michigan's Persons with Disabilities Civil Rights Act, the companies listed above advise you as follows: If you believe that any of the above-listed companies has failed to accommodate you as a disabled individual, you may allege a violation against that company for failing to so accommodate you, but only if you have notified that company in writing of your need for accommodation within 182 days after the date on which you knew, or reasonably should have known, that an accommodation was needed by you to perform the job which you hold or seek.