Service Center Leader — Insurance Operations

SECURA Insurance Company; Wisconsin; On-site; USD 90,000 - 140,000; Full time

Job summary

SECURA Insurance Company is seeking a leader to oversee the day-to-day operations of its Service Center, driving efficient delivery of technical services, expanding the agency footprint, and guiding a team toward strategic operational and customer-service goals.

The role emphasizes hands-on leadership, cross-functional collaboration with Sales and Underwriting, and a focus on governance, training, and process improvements to enhance the client journey.

Qualifications

• Agent’s license or the ability to obtain within 60 days from hire (paid for by SECURA).
• Advanced knowledge of Commercial and Specialty Lines Insurance.
• Service Center experience.
• Excellent skills using technology tools.
• Excellent problem-solving, decision-making, multi-tasking and organization/prioritization skills.
• Excellent customer service and interpersonal skills, as well as a top-notch attitude.
• Ability to excel in a fast-paced, team environment.
• High school diploma or general education degree (GED).

Responsibilities

• Lead and manage a team of Service Center Specialists, including performance evaluations, coaching, training, scheduling and fostering a positive environment.
• Act as a technical and informational resource for questions and projects.
• Maintain strong agency relationships and keep agents up-to-date with monthly reports and communication.
• Collaborate with Sales and Underwriting to drive growth and improvements.
• Track KPIs like call resolution and handle time; implement productivity improvements.
• Handle escalated client issues and identify opportunities to enhance the client journey.
• Perform quality assurance assessments of team members and address improvements.
• Obtain and maintain an active P&C license for all SECURA states written.
• Develop understanding of SECURA’s underwriting methodology and coverage forms.
• Maintain knowledge of insurance industry rules and regulations.
• Create, document and maintain standardized operating procedures.
• Provide monthly updates to Sales, Underwriting and ET members.
• Resolve staff and technical problems quickly and effectively.
• Support process improvements by identifying issues and providing resolutions.
• Complete special projects as assigned.

Job description

SECURA Insurance Company is seeking a leader to oversee the day-to-day operations of its Service Center, driving efficient delivery of technical services, expanding the agency footprint, and guiding a team toward strategic operational and customer-service goals.

The role emphasizes hands-on leadership, cross-functional collaboration with Sales and Underwriting, and a focus on governance, training, and process improvements to enhance the client journey.