Client Services Manager - Insurance

Shared Success Center; Tucson (AZ); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Medical

Health Savings Account

Dental

Vision

Life Insurance

PTO

401(k) with employer match

FSA

Employee Assistance Program

Job summary

Shared Success Center is seeking a Client Services Manager to oversee daily operations of the client services team and ensure compliance with agency practices and policies. You will train, mentor, and coach staff to deliver high-quality service and maintain confidentiality.

The role involves directing daily activities, evaluating performance, and contributing to process improvements while aligning with company goals and regulatory requirements.

Qualifications

• Experience leading client services teams and driving service quality.
• Strong coaching and mentoring abilities to develop staff.
• Excellent communication and conflict resolution skills.
• Ability to implement process improvements in a service environment.

Responsibilities

• Plan, organize, and direct daily activities of client services staff for efficient operations.
• Train staff, answer questions, and distribute work to ensure coverage.
• Monitor calls and performance to ensure compliance with practices and file structures.
• Conduct staff coaching and annual reviews, participate in hiring decisions.
• Escalate potential errors or regulatory concerns to senior management.
• Support agency goals and collaborate with management to achieve targets.

Skills

Team leadership

Coaching

Staff training

Client services management

Job description

The Client Services Manageroversees 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)

Common job activities are listed below; actual position responsibilities may vary. Refer to your manager or human resources for specific duties and performance expectations.

• 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, and Employee Assistance Program (EAP)

Equal Opportunity Employer

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.