Supervisor Service Center

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

Lead, develop, and oversee the day-to-day operations of SECURA’s Service Center, ensuring efficient delivery of technical services, expanding our agency footprint, and leading a team to meet operational and customer service goals.

RESPONSIBILITIES:

• Directly lead and manage a team of Service Center Specialists, including performance evaluations and accountability, coaching and training, scheduling, and fostering and maintaining an effective and positive team 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, open communication and special circumstances regarding their customers
• Maintain strong relationships and communication with Sales and Underwriting Teams to provide avenues for growth and improvement
• Track KPIs such as call resolution and average handle time. Implement strategies to continuously improve productivity
• Handle escalated client and complex issues while identifying areas to enhance the overall client journey
• Complete quality assurance assessments of team members, addressing any necessary areas of improvement
• Obtain and maintain an active P&C license for all states SECURA writes business in
• Develop working understanding and application of SECURA’s underwriting methodology and coverage forms
• Maintain and share a working understanding of insurance industry rules and regulations
• Create, document and maintain standardized operating procedures
• Provide monthly updates to Sales, Underwriting and ET members
• Handle and resolve staff and technical problems quickly and effectively
• Support process improvements by identifying performance and efficiency issues, researching the issues, and providing solid resolutions
• Complete special projects and other duties as assigned

Qualifications

ESSENTIAL:

• 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).

Preferred

• Associate’s or Bachelor’s degree in business or related field.
• Leadership experience.
• Prior Underwriting experience
• Prior Agency experience
• CISR, CIC, CPCU or introductory insurance courses.

At SECURA, we are transforming the insurance experience by putting authenticity at the forefront of everything we do. Our mission is clear: we’re making insurance genuine. We recognize that our associates are our greatest assets, and we invest in their well-being and professional growth. We offer opportunities for continuous learning and career advancement, competitive benefits, and a culture that champions work-life balance. Joining SECURA means becoming part of a dynamic team that values each individual’s contribution and fosters a collaborative atmosphere. Here, you’ll not only find a fulfilling career but also a place where you can make a positive impact every day.

SECURA Insurance strives to provide equal opportunity for all employees and is committed to fostering an inclusive work environment. We welcome applicants from all backgrounds and walks of life.