Customer Care Supervisor - Commercial Lines

West Bend Insurance Company; Madison (WI); On-site; USD 96,842 - 121,053; Full time

Benefits offered by this job

Medical & Prescription Insurance

401(k) Plan with Company Match

Paid Time Off

Job summary

West Bend Insurance Company in Madison, WI is seeking a Customer Care leader to optimize operations. This role involves managing staffing, performance, and quality assurance while ensuring compliance.

The ideal candidate will have significant experience in P&C insurance and a strong background in supervisory roles. The position offers a hybrid work schedule and comprehensive benefits, including medical insurance and a 401(k) plan.

Qualifications

• 5+ years of P&C insurance experience with an emphasis in underwriting.
• 5+ years contact center experience.
• 1 year of customer service supervisory experience.

Responsibilities

• Manage personnel actions such as selection, hiring, training, and promotions.
• Plan and monitor service workflows of assigned areas.
• Audit Customer Care interactions to ensure quality service.

Skills

Leadership skills

Problem solving skills

Communication and rapport building skills

Education

Bachelor’s degree in Business, Insurance or related field

Completion of CIC and/or CPCU designation

Associate in Underwriting designation

Tools

Agency management system software

Telephone equipment and software

Job description

Company Overview

Recognized as a Milwaukee Journal Sentinel Top Workplace for 14 consecutive years, including three years of being honored as number one! Join us at West Bend, where we believe that our associates are our greatest asset. We hire talented individuals who are conscientious, dedicated, customer focused, and able to build lasting relationships. We create and maintain an environment where you feel a sense of belonging and appreciation. Your diversity of thought, experience, and knowledge are valued. We’re committed to fostering a welcoming culture, offering you opportunities for meaningful work and professional growth. More than a workplace, we celebrate our successes and take pride in serving our communities.

Job Summary

This role leads and optimizes Customer Care operations by overseeing staffing, workflows, performance management, and quality assurance to deliver strong service, retention, and growth results. The position ensures underwriting compliance, mitigates risk exposure, and drives team success through coaching, escalation management, and partnership with agencies and vendors. Additionally, the role supports sales and marketing efforts, agency engagement, and key business initiatives to enhance customer experience and operational effectiveness.

Work Location

This position offers a hybrid work schedule(3 days in office/2 days at home) and will be working out of the West Bend or Madison, WI office.

The internal deadline to apply is 6/12/26. External applications will be accepted on a rolling basis while the position remains open.

Responsibilities & Qualifications

Key Responsibilities

• Manage personnel actions such as selection, hiring, training, salary and bonus adjustments, performance appraisals, and promotions.
• Plan and monitor service workflows of assigned area(s).
• Ensure processes and procedures mitigate E&O exposure and ensure staff operate within their underwriting authority.
• Plan and monitor workload and staffing levels to meet service-level agreements and sales goals.
• Monitor Customer Care retention, book value, and growth.
• Audit Customer Care interactions and complete file reviews to ensure quality customer service.
• Provide coaching to staff to achieve sales and quality assurance goals.
• Handle escalated issues.
• Maintain strong relationships with third-party vendors and agency partners to ensure quality service.
• Handle complaints and monitor customer feedback.
• Perform marketing activities for Customer Care in conjunction with regional sales managers.
• Conduct agency meetings and manage new agency enrollments.
• Monitor agency sales goals that impact Customer Care revenue.
• Support companywide initiatives and change management for current and future products and services.

Preferred Experience and Skills

• 5+ years of P&C insurance experience with an emphasis in underwriting
• 5+ years contact center experience
• 1 year of customer service supervisory experience
• Problem solving skills
• Leadership skills with the ability to coach, mentor and develop others in service
• Knowledge of personal computers, including agency management system software and telephone equipment and software
• Communication and rapport building skills

Preferred Education and Training

• Bachelor’s degree in Business, Insurance or related field
• Agents license (required)
• Completion of CIC and/or CPCU designation
• Associate in Underwriting designation

Salary Statement

The salary range for this position is $96,842-$121,053.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, business needs, geographical location, and internal equity. Compensation decisions are made by West Bend and are dependent upon the facts and circumstances of each position and candidate.

Benefits

West Bend offers a comprehensive benefit plan including but not limited to:

• Medical & Prescription Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Short and Long Term Disability
• Flexible Spending Accounts
• Life and Accidental Death & Disability
• Accident and Critical Illness Insurance
• Employee Assistance Program
• 401(k) Plan with Company Match
• Pet Insurance
• Paid Time Off. Standard first year PTO is 17 days, pro-rated based on month of hire. Enhanced PTO may be available for experienced candidates
• Bonus eligible based on performance
• West Bend will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act for Colorado employees, in accordance with its plans and policies.

EEO

West Bend provides equal employment opportunities to all associates and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and promotion.