Policyholder Services Supervisor: Lead & Improve

ADP, Inc.; Austin (TX); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

401k matching

Paid time off

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 exemplary service to policy owners, consultants, and internal stakeholders.

You will provide leadership, coaching, and process improvements while aligning with service standards, quality expectations, and departmental goals to drive performance and growth within our organization.

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 English and Spanish in written and verbal communication.

Responsibilities

• Lead Policyholder Services Specialists with coaching and development.
• Monitor service levels, productivity, quality, and customer satisfaction.
• Conduct regular team meetings and provide performance feedback.
• Assist with workforce planning, scheduling, and resource allocation.
• Oversee training and onboarding of new employees.
• Coordinate policy changes, audits, and reinstatements.
• Resolve complex policyholder inquiries and escalations.

Skills

Bilingual English/Spanish

Supervisory experience

Customer service

Insurance operations knowledge

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 exemplary service to policy owners, consultants, and internal stakeholders.

You will provide leadership, coaching, and process improvements while aligning with service standards, quality expectations, and departmental goals to drive performance and growth within our organization.