Field Support Lead - P&C Insurance & Call Center

Brookfield Wealth Solutions, Ltd; Omaha (NE); On-site; USD 56,000 - 80,000; Full time

Job summary

Farm Family is seeking a Lead, Field Support Specialist to oversee daily call center operations for the P&C line of business. You will mentor the Field Support Specialists, set goals, and collaborate with cross-functional teams to improve customer service processes and procedures.

The role requires a strong background in customer service, extensive experience in agent/customer service, and deep knowledge of P&C products.

Qualifications

• High school diploma.
• Six to eight years of experience.
• Supervisory/management experience not applicable.
• Minimum of four years of customer service experience.
• Six years of experience in agent/customer service.
• In-depth knowledge of P&C applications and products.
• Insurance designation preferred.

Responsibilities

• Answers telephone calls and responds to emails promptly.
• Coaches, mentors, trains, and motivates new and current Field Support Specialists.
• Assists with setting goals and providing constructive feedback.
• Collaborates with Field Support Center leadership and other cross-functional teams to improve customer service processes and procedures.
• Manage and monitor operational responsibilities for the team on a day-to-day basis such as escalations, communication, and creation of process.
• Handles complex customer inquiries and escalated complaints in a manner that preserves customer satisfaction.
• Analyzes customer service data to identify trends and areas for improvement.
• Provides input on resources planning, policy development and setting guidelines.
• Assists with monitoring the production and respective results of the team, including monitoring workflow and work queues.

Skills

Customer service

Communication

Mentoring/Coaching

P&C knowledge

Education

High school diploma

Job description

Farm Family is seeking a Lead, Field Support Specialist to oversee daily call center operations for the P&C line of business. You will mentor the Field Support Specialists, set goals, and collaborate with cross-functional teams to improve customer service processes and procedures.

The role requires a strong background in customer service, extensive experience in agent/customer service, and deep knowledge of P&C products.