Customer Care Operations Supervisor

Erie Insurance

Erie (Erie County)

On-site

USD 68,000 - 112,000

Full time

4 days ago

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Benefits offered by this job

Premier health, prescription, dental,

Vision benefits

Pension

401(k) with match

Paid time off

Career development

Job summary

Erie Insurance in Erie, PA is seeking a supervisor to oversee a section of underwriting and customer service operations. You will manage staff, ensure timely responses to inquiries and complaints, and drive process improvements across the department.

The role requires a track record in call center leadership, strong knowledge of underwriting practices, and the ability to collaborate with cross-functional teams while maintaining service standards.

Qualifications

Bachelor’s degree and five years’ experience in a call center, customer service, leadership, Insurance operations, or relevant experience required.
Associate’s degree and seven years’ experience in a call center, customer service, leadership, Insurance operations, or relevant experience required.
High school diploma or GED and nine years’ experience in a call center, customer service, leadership, Insurance operations, or relevant experience required.

Responsibilities

Manages overall operations of designated area of authority and supervises staff.
Ensures service level meets expectations and monitors performance.
Directs the resolution of customer inquiries, service needs, complaints and concerns.
Oversees customer communication quality service standards across channels.
Collaborates with partners to designate processes to appropriate areas and leads special projects.

Skills

Office proficiency

Supervisory experience

Underwriting knowledge

Billing & claims familiarity

Industry knowledge

Education

Bachelor’s degree + 5 years experience

Associate’s degree + 7 years experience

High school diploma + 9 years experience

Tools

Microsoft Office

Job description

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salary range is for thislevel and may vary based on actual level of role hired for

*This range represents a national range and the actual salary will depend on several factors including the scope and complexity of the role and the skills, education, training, credentials, location (State) based on ERIE's geographical differences, and experience of an applicant, as well as level of role for which the successful candidate is hired. Position may be eligible for an annual bonus payment.

At Erie Insurance, you’re not just part of a Fortune 500 company; you’re also a valued member of a diverse and inclusive team that includes more than 6,000 employees and over 13,000 independent agencies. Our Employees work in the Home Office complex located in Erie, PA, and in our Field Offices that span 12 states and the District of Columbia.

Benefits That Go Beyond The Basics

We strive to be Above all in Service® to our customers—and to our employees. That’s why Erie Insurance offers you an exceptional benefits package, including:

Premier health, prescription, dental, and vision benefits for you and your dependents.Coverage begins your first day of work.
Low contributions to medical and prescription premiums.We currently pay up to 97% of employees’ monthly premium costs.
Pension. We are among the 2% of Fortune 500 companies to offer a traditional pension plan. Full-time employees are vested after five years of services.
401(k) with up to 4% contribution match.The 401(k) is offered in addition to the pension.
Paid time off.Paid vacation, personal days, sick days, bereavement days and parental leave.
Career development.Including a tuition reimbursement program for higher education and industry designations.

Additional benefits that include company-paid basic life insurance; short-and long-term disability insurance; orthodontic coverage for children and adults; adoption assistance; fertility and infertility coverage; well-being programs; paid volunteer hours for service to your community; and dollar-for-dollar matching of your charitable gifts each year.

Position Summary

Oversees the overall operations of the section, ensuring customers receive prompt and efficient responses to inquiries and/or complaints regarding underwriting, company policy, rating, billing and policy coverage.

Multiple positions are available. Successful candidates will report to the Westport Office. Office hours are Monday through Friday between 8:00 a.m. and 7:00 p.m., with rotating Saturday hours.

Duties and Responsibilities

Manages overall operations of designated area of authority. Interviews, hires, trains and directs personnel. Prepares and conducts performance assessments, coordinates discipline and oversees Employee development as required.
Manages overall service level to meet expectations.
Validates the work of Employees to ensure standards are met. Identifies training needs, coaches and develops Employees to meet standards.
Manages team responding to complex inquiries from Policyholders and Agents. Responsible for monthly reporting and trending of section data.
Directs the resolution of customer inquiries, service needs, complaints and concerns related to underwriting procedures, company policy, rating, billing, and policy coverage in a timely and efficient manner.
Oversees and maintains customer communication quality service standards.
Maintains and applies an ongoing knowledge of company policies, practices and procedures to better serve our customers.
Identifies, recommends, and implements improvements to department processes and workflow for maximum overall efficiency.
Works on special projects as directed, to include leading and directing project teams.
Collaborates with business partners throughout the enterprise to ensure processes are designated to the appropriates areas. Supervises projects and special assignments as directed by the department manager. Acts on behalf of department manager as required.

The first fourduties listed are the functions identified as essential to the job. Essential functions are those job duties that must be performed in order for the job to be accomplished.

Regular and predictable attendance is an essential job function. For certain positions at ERIE, including leadership roles, regular and predictable onsite presence may also be an essential job function based on business and operational needs.

This position description in no way states or implies that these are the only duties to be performed by the incumbent. Employees are required to follow any other job-related instruction and to perform any other duties as requested by their supervisor, or as become evident.

Capabilities

Self-development (Leader)
Customer Focus (Leader)
Instills Trust (Leader)
Drives vision and purpose (Leader)
Decision Quality (Leader)
Nimble Learning (Leader)
Develops Talent (Leader)
Plans and Aligns (Leader)
Values Diversity (Leader)
Ensures Accountability (Leader)

Qualifications

Minimum Educational and Experience Requirements

Bachelor’s degree and five years’ experience in a call center, customer service, leadership, Insurance operations, or relevant experience required or
Associate’s degree and seven years’ experience in a call center, customer service, leadership, Insurance operations, or relevant experience required or
High school diploma or GED and nine years’ experience in a call center, customer service, leadership, Insurance operations, or relevant experience required.

Additional Experience

Proficiency with Office products required.
Supervisory experience preferred.
Good understanding of underwriting, accounting service functions and claims preferred.
Working knowledge of all ERIE lines of insurance and billing practices, systems and procedures preferred.
This position requires the incumbent to work a flexible schedule which may include holidays, weekends and/or other non-standard hours.

Designations and/or Licenses

Willingness to pursue the Certificate in General Insurance and other professional insurance designations, including API, AIS, AIT and/or FLMI and ACS, required.

Physical Requirements