Policyholder Services Supervisor: Customer Care Leader

Citizens, Inc.; Austin, Northern (TX, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Short-term disability

Long-term disability

AD&D

Group term life insurance

Matching 401k

Virtual Visits

Employee Assistance Program

Paid Time Off

Holidays

Job summary

Citizens, Inc. in Austin, TX is seeking a dynamic Policyholder Services Supervisor to lead the daily operations of the Policyholder Services team, ensuring exceptional service to policy owners, independent consultants, and internal stakeholders.

This role provides leadership, coaching, operational oversight, and process improvement support. You will monitor service levels, guide staff, conduct performance evaluations, and implement workflow improvements while maintaining compliance with policy

Qualifications

• Associate or Bachelor's degree required.
• 3–5 years of customer service, policy administration, insurance operations, or call center experience.
• 1–2 years of experience leading, training, mentoring, or supervising employees.
• Knowledge of insurance policies, procedures, and regulations.
• Experience coaching, mentoring, or leading employees.
• Proficiency using Microsoft Office applications and strong written and verbal communication skills in English and Spanish.

Responsibilities

• Provide day-to-day leadership, coaching, and development to Policyholder Services Specialists.
• Monitor service levels, productivity, quality, and customer satisfaction metrics.
• Conduct regular team meetings and provide ongoing feedback and performance coaching.
• Assist with workforce planning, scheduling, and resource allocation.
• Conduct performance evaluations that are timely and constructive.
• Oversee training of new employees and coordination of policy changes, audits, and reinstatements.

Skills

Supervisory skills

Organizational skills

Interpersonal skills

Communication skills

Bilingual English/Spanish

Education

Associate or Bachelor's degree

Tools

Microsoft Office

Business systems

Job description

Citizens, Inc. in Austin, TX is seeking a dynamic Policyholder Services Supervisor to lead the daily operations of the Policyholder Services team, ensuring exceptional service to policy owners, independent consultants, and internal stakeholders.

This role provides leadership, coaching, operational oversight, and process improvement support. You will monitor service levels, guide staff, conduct performance evaluations, and implement workflow improvements while maintaining compliance with policy