Manager, Service Center

Modern Woodmen of America; Rock Island (IL); On-site; USD 100,000 - 114,000; Full time

Job summary

An established industry player is looking for a Manager for their Service Center to lead a dedicated team of Service Representatives. This role is pivotal in ensuring exceptional service delivery to members and field representatives. With a focus on strategic direction and leadership, you will oversee the department's operations, implement process improvements, and foster a culture of growth and development. Join a dynamic environment that values stability and professional growth, offering a comprehensive benefits package and a commitment to employee development. This is a fantastic opportunity for a motivated leader to make a significant impact.

Benefits

Company-paid retirement plan

Matching 401(k) plan

Medical, Dental and Prescription Drug Insurance

Paid vacation and sick leave

11 paid holidays

Employee Impact Bonus

Long-term and short-term disability

On-site Café

Professional growth opportunities

Collaborative work culture

Qualifications

• 7+ years of customer service and leadership experience required.
• Advanced knowledge of contact center technologies and metrics.

Responsibilities

• Provide strategic direction and leadership to the Service Center department.
• Train, motivate and develop staff to meet current and future needs.

Skills

Customer Service

Leadership

Communication Skills

Emotional Intelligence

Resource Planning

Education

Bachelor’s Degree

Master’s Degree

Tools

Contact Center Technologies

Job description

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Join to apply for the Manager, Service Center role at Modern Woodmen of America

Modern Woodmen of America is seeking a dedicated and customer-focused leader to guide and inspire our Service Representatives in the Service Center. Our mission is to create a superior experience for both our members and our team. As a key leader, you will oversee and mentor staff responsible for responding to telephone and digital interactions. Our Service Representatives excel in delivering exceptional service to members and field representatives on a wide range of topics, including Modern Woodmen life insurance, annuities, and fraternal benefits. This leadership role promises a dynamic environment filled with excitement, challenges, and rewarding experiences, where your guidance will be pivotal in driving our team's success.

Modern Woodmen of America is one of the nation’s largest fraternal benefit societies, with over $18 billion assets. Fraternals are unique membership organizations that pair the “member-owned” characteristic of a mutual insurance company with the “social mission” characteristic of a service organization. They unite individuals with common bonds, provide a variety of life insurance and investment products, and form one of the nation’s most effective volunteer networks.

Responsibilities:

• Provide strategic direction and leadership to the Service Center department to ensure efficient, timely and accurate processing of all work. Stay current on relevant industry changes, ensure proper staffing, maintain vendor relationships and create/maintain the department’s budget.
• Develop objectives for the Service Center’s day-to-day activities.
• Conduct effective resource planning to maximize the productivity of resources.
• Collect and analyze statistics for guidance on staffing and resources.
• Ensure the proper systems, procedures, internal controls, quality standards, metrics and quality control process processes are in place for the department’s work.
• Recommend process improvements that will create the most efficiency while maintaining service expectations.
• Comply with, support and enforce Modern Woodmen’s policies and procedures.
• Communicate and maintain good rapport with colleagues, staff and the Field.
• Communicate and keep the Director of Operations informed of progress, issues, problems and successes.
• Challenge others to develop as leaders while serving as a role model and mentor.
• Train, motivate and develop staff to meet the current and future needs of the department and Modern Woodmen.
• Maintain, discipline, resolve problems, determine performance and recommend promotions, transfers or dismissals.

What we need:

• Bachelor’s degree. Master’s degree preferred. 7+ years of customer service and leadership experience.
• LOMA fellowship and PCS designations preferred.
• Advanced knowledge of contact center technologies and metrics. Motivated towards technology adoption.
• Previous leadership with strong emotional intelligence and ability to develop other leaders.
• Transformation-driven to service the needs of our members and team with a future-focused, goal-oriented mindset.
• Excellent communication skills and habits.
• Ability to coach, mentor, and motivate team members with a proven record of building relationships leading to successful outcomes.
• Willingness to recommend improvements and continuously learn.
• High degree of adaptability and tolerance for ambiguity.

What we offer:

• Pay: The annual pay range for this position is $100,000-$114,000. The specific rate will depend on the successful candidate’s qualifications and prior experience.
• Work Arrangements: This is a full-time office focused, salaried position. Office focused positions work on-site due to the nature of the work and have limited remote days. Core business hours for the Service Center are 8:00 am - 4:30 pm, Monday-Friday. Although there are busy times where this schedule is adjusted to include additional hours.
• Stability: Modern Woodmen has been Modern Since 1883 and exists for our members. We make long-term decisions that provide stability for our employees, financial representatives, and members.
• Respect for personal time: We offer vacation, sick leave and 11 paid holidays. We value your time outside of work and offer careers that blend work and life well.
• Professional growth: Benefit from our commitment to employee development which includes educational offerings to enhance your knowledge of our industry.
• Great culture: We build strong working relationships across our organization through collaborative work and volunteer opportunities.
• A beautiful office: Enjoy a beautiful view! Our home office, located in downtown Rock Island, IL, has a lovely plaza overlooking the Mississippi River.
• On-site Café: Our employees can purchase a variety of breakfast, lunch, and beverage options at Café 1883.
• A thriving local community: Not from the Quad Cities and hesitant to consider relocation? Give it some thought. The Quad Cities offers an idyllic Midwestern lifestyle along the mighty Mississippi and consistently ranks at the top of the list for quality of life and cost of living. It is home to more than our share of artists, festivals, and fun in every season.
• Exceptional benefits: Our comprehensive benefits package is designed to support your health and financial well-being. Benefits include:
  • Company-paid retirement plan
  • Matching 401(k) plan
  • Employee Impact Bonus
  • Medical, Dental and Prescription Drug Insurance. We pay 100% of employees’ health insurance premiums and 50% of employee dependents’ premiums.
  • Group term life insurance.
  • Long-term and short-term disability.
  • Voluntary benefits: vision, flexible savings accounts (FSA), accident insurance

Modern Woodmen is an equal opportunity employer. Modern Woodmen is committed to providing a respectful environment where each person’s diverse opinions, attitudes, attributes, and feelings are respected.

Equal Opportunity Employer

Modern Woodmen of America is seeking a dedicated and customer-focused leader to guide and inspire our Service Representatives in the Service Center. Our mission is to create a superior experience for both our members and our team. As a key leader, you will oversee and mentor staff responsible for responding to telephone and digital interactions. Our Service Representatives excel in delivering exceptional service to members and field representatives on a wide range of topics, including Modern Woodmen life insurance, annuities, and fraternal benefits. This leadership role promises a dynamic environment filled with excitement, challenges, and rewarding experiences, where your guidance will be pivotal in driving our team's success.

Modern Woodmen of America is one of the nation’s largest fraternal benefit societies, with over $18 billion assets. Fraternals are unique membership organizations that pair the “member-owned” characteristic of a mutual insurance company with the “social mission” characteristic of a service organization. They unite individuals with common bonds, provide a variety of life insurance and investment products, and form one of the nation’s most effective volunteer networks.

Responsibilities:

• Provide strategic direction and leadership to the Service Center department to ensure efficient, timely and accurate processing of all work. Stay current on relevant industry changes, ensure proper staffing, maintain vendor relationships and create/maintain the department’s budget.
• Develop objectives for the Service Center’s day-to-day activities.
• Conduct effective resource planning to maximize the productivity of resources.
• Collect and analyze statistics for guidance on staffing and resources.
• Ensure the proper systems, procedures, internal controls, quality standards, metrics and quality control process processes are in place for the department’s work.
• Recommend process improvements that will create the most efficiency while maintaining service expectations.
• Comply with, support and enforce Modern Woodmen’s policies and procedures.
• Communicate and maintain good rapport with colleagues, staff and the Field.
• Communicate and keep the Director of Operations informed of progress, issues, problems and successes.
• Challenge others to develop as leaders while serving as a role model and mentor.
• Train, motivate and develop staff to meet the current and future needs of the department and Modern Woodmen.
• Maintain, discipline, resolve problems, determine performance and recommend promotions, transfers or dismissals.

What we need:

• Bachelor’s degree. Master’s degree preferred. 7+ years of customer service and leadership experience.
• LOMA fellowship and PCS designations preferred.
• Advanced knowledge of contact center technologies and metrics. Motivated towards technology adoption.
• Previous leadership with strong emotional intelligence and ability to develop other leaders.
• Transformation-driven to service the needs of our members and team with a future-focused, goal-oriented mindset.
• Excellent communication skills and habits.
• Ability to coach, mentor, and motivate team members with a proven record of building relationships leading to successful outcomes.
• Willingness to recommend improvements and continuously learn.
• High degree of adaptability and tolerance for ambiguity.

What we offer:

• Pay: The annual pay range for this position is $100,000-$114,000. The specific rate will depend on the successful candidate’s qualifications and prior experience.
• Work Arrangements: This is a full-time office focused, salaried position. Office focused positions work on-site due to the nature of the work and have limited remote days. Core business hours for the Service Center are 8:00 am - 4:30 pm, Monday-Friday. Although there are busy times where this schedule is adjusted to include additional hours.
• Stability: Modern Woodmen has been Modern Since 1883 and exists for our members. We make long-term decisions that provide stability for our employees, financial representatives, and members.
• Respect for personal time: We offer vacation, sick leave and 11 paid holidays. We value your time outside of work and offer careers that blend work and life well.
• Professional growth: Benefit from our commitment to employee development which includes educational offerings to enhance your knowledge of our industry.
• Great culture: We build strong working relationships across our organization through collaborative work and volunteer opportunities.
• A beautiful office: Enjoy a beautiful view! Our home office, located in downtown Rock Island, IL, has a lovely plaza overlooking the Mississippi River.
• On-site Café: Our employees can purchase a variety of breakfast, lunch, and beverage options at Café 1883.
• A thriving local community: Not from the Quad Cities and hesitant to consider relocation? Give it some thought. The Quad Cities offers an idyllic Midwestern lifestyle along the mighty Mississippi and consistently ranks at the top of the list for quality of life and cost of living. It is home to more than our share of artists, festivals, and fun in every season.
• Exceptional benefits: Our comprehensive benefits package is designed to support your health and financial well-being. Benefits include:
  • Company-paid retirement plan
  • Matching 401(k) plan
  • Employee Impact Bonus
  • Medical, Dental and Prescription Drug Insurance. We pay 100% of employees’ health insurance premiums and 50% of employee dependents’ premiums.
  • Group term life insurance.
  • Long-term and short-term disability.
  • Voluntary benefits: vision, flexible savings accounts (FSA), accident insurance

Modern Woodmen is an equal opportunity employer. Modern Woodmen is committed to providing a respectful environment where each person’s diverse opinions, attitudes, attributes, and feelings are respected.

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management and Customer Service

• Industries

  Insurance and Financial Services

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