Client Services Manager - Insurance

HomeServices of America; Tucson (AZ); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical

Health Savings Account

Dental

Vision

Life Insurance

Paid Vacation (PTO)

401(k) with employer match

Flexible Spending Account

Employee Assistance Program (EAP)

Job summary

HomeServices of America in Tucson, AZ seeks a Client Services Manager to oversee the daily operations of the client services team. The role focuses on training, mentoring, coaching, and ensuring adherence to agency practices, policies, and regulations.

The position includes planning staff activities, monitoring performance, and guiding the team to achieve service excellence while maintaining confidentiality and compliance standards. A strong leadership background is essential for success.

Qualifications

• Experience supervising client services staff.
• Ability to train and mentor employees.
• Knowledge of confidentiality and regulatory compliance.

Responsibilities

• Plan daily activities of client services staff and direct operations.
• Train staff, answer questions, and solve problems; manage workload and coverage.
• Monitor calls and review for compliance with agency practices.
• Direct work procedures to meet production schedules and improve service quality.
• Conduct performance reviews and participate in interviewing and selecting candidates.
• Escalate errors or regulatory concerns to senior management promptly.
• Support agency goals and assist in achieving them.
• Perform other duties as needed.

Skills

Leadership

Staff Training

Coaching

Scheduling

Policy Compliance

Hiring

Quality Assurance

Job description

The Client Services Manager oversees the daily operations of the client services team to ensure compliance with agency practices, company policies and state regulations. Responsible for supporting team members by training, mentoring and coaching.

Job Duties And Responsibilities (Essential Job Functions)

• Plan, organize and direct daily activities of client services staff to ensure the efficient operation of their daily responsibilities. Train staff, answer staff questions and solve problems. Distribute work and schedule staff to ensure optimal coverage and response time. Handle clients seeking to speak with management or otherwise as necessary. Ensure that staff understands and appreciates the importance of confidentiality. (60-65%)
• Inspect work processed to confirm that it conforms to agency practices and file structures. Perform telephone call monitoring, coaching and call reviewing to confirm it conforms to agency practices. (15-20%)
• Establish or adjust work procedures to meet production schedules. Recommend measures to improve production methods and quality of service. (5-10%)
• Manage performance of direct reports to include coaching and annual reviews. Participate in interviewing and selection of candidates. Interpret company policies to workers and enforce all company regulations. (5-10%)
• Report immediately any circumstances that may lead to a potential or actual errors and omissions claim and/or any Department of Insurance or similar complaints to senior management. (0‑5%)
• Understand agency goals set by senior management and assist in meeting those goals. (0-5%)
• Perform other duties as requested or as needed to fulfill the purpose of the job. (0-5%)

Performance Expectations

• Meet all performance and behavior expectations outlined in the company performance appraisal form or communicated by management.
• Perform responsibilities as directed achieving desired results within expected time frames and with a high degree of quality and professionalism.
• Establish and maintain positive and productive work relationships with all staff, customers and business partners.

We offer a full suite of benefits including

• Medical
• Health Savings Account
• Dental
• Vision
• Life Insurance
• Paid Vacation (PTO)
• 401(k) with employer match
• Flexible Spending Account
• Employee Assistance Program (EAP)

Equal Opportunity Employer