F&I Customer Service Team Lead

Zurich North America; University City (MO); Remote; Full time

Job summary

Join Zurich North America as an F&I Customer Service Team Lead, a key role supporting the Finance & Insurance team. This position involves monitoring team performance, resolving complex customer inquiries, and providing training. Ideal candidates will possess strong insurance knowledge and customer service experience, together with analytical and negotiation skills.

Qualifications

• 3+ years of experience in insurance and customer service.
• Strong knowledge of assigned F&I product lines.
• Ability to oversee training and monitor performance.

Responsibilities

• Monitors service operations and ensures quality assurance.
• Resolves complex transactions and customer complaints.
• Organizes training for new employees and ongoing training.

Skills

Insurance knowledge

Customer service

Microsoft Office

Negotiation skills

Education

Associates Degree

High School Diploma or Equivalent

Job description

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AVP, Director of Talent Acquisition with Zurich North America

Zurich is seeking an F&I Customer Service Team Lead to join our Finance & Insurance (F&I) team. This remote role evaluates, assigns and monitors the team’s activities to ensure work completion in order to improve work output. Resolves complex transactions, customer inquiries, policy or billing questions by being a subject matter expert.

Must be willing to work Monday through Friday between the hours of 8:30am - 5:00pm, with occasional Saturday and/or overtime as required.

In this role, a Customer Team Lead will be responsible for:

• Monitors Service Operations quality assurance by reviewing production errors and performing specified audits; prepares summary of results.
• Assists management by evaluating, assigning, and monitoring workflow to ensure work completion and teamwork of the Service Operations team.
• Monitors Service Operations team’s production progress towards daily, weekly, and monthly goals and deadlines, and takes pro-active steps to ensure completion.
• Organizes and oversees training for new employees or those that need additional help.
• Conducts ongoing training on an as needed basis for team members.
• Provides management feedback on individual and team performance including behaviors.
• Periodically reviews processes within the team to assess efficiency and consistency; makes suggestions for improvements.
• As a subject matter expert resolves complex transactions, customer complaints and questions on systems, policy, billing, etc. keeps management informed of trends or areas that need improvement.
  
  

Basic Qualifications:

• Associates Degree and 3 or more years of experience with Insurance and/or customer service knowledge
• OR
• High School Diploma or Equivalent and 5 or more years of experience with Insurance and/or customer service knowledge
• AND
• Experience with Microsoft Office
  
  

Preferred Qualifications:

• Knowledge of assigned F&I product lines
• Knowledge of individual state legal and regulatory environments, within area of responsibility
• Strong knowledge of accounting principles
• Negotiation skills
  
  

At Zurich, compensation for roles is influenced by a variety of factors, including but not limited to the specific office location, role, skill set, and level of experience. In compliance with local laws, Zurich commits to providing a fair and reasonable compensation range for each role. For more information about our Total Rewards, please click here. Additional rewards may encompass short-term incentive bonuses and merit increases. We encourage candidates with salary expectations beyond the provided range to apply as they will be considered based on their experience, skills, and education. The compensation indicated represents a nationwide market range and has not been adjusted for geographic differentials pertaining to the location where the position may be filled. The proposed hourly rate for this position is $20.00 - $27.50, with short-term incentive bonus eligibility set at 5%.

As an insurance company, Zurich is subject to 18 U.S. Code

• 1033.
  
  

A future with Zurich. What can go right when you apply at Zurich?

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 150 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please click here to learn more.

Zurich in North America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.

Location(s): AM - Remote Work (US)

Remote Working: Yes

Schedule: Full Time

Employment Sponsorship Offered: No

Linkedin Recruiter Tag:

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  General Business

• Industries

  Insurance and Financial Services

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