Supv, Policyholder Services - Domestic

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

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Regular Full-Time Citizens Home Office, Austin, TX, US

Committed to providing life insurance solutions since 1969 in the United States and globally since 1975, Citizens, Inc. is a publicly traded company (NYSE: CIA) that has maintained a listing on the New York Stock Exchange since 2002. Operating through our insurance subsidiaries, we strategically offer traditional insurance products in niche markets to capitalize on competitive advantages. With a dedicated team of employees located in Austin, Louisiana and a global network of agents, our reach extends to Latin America, Central America, and Asia.

THE OPPORTUNITY

Title:Policyholder Services Supervisor - Domestic

Job Type: Full-time Exempt

Reports to: Policyholder Services Director

Location: Austin, TX (Corporate Headquarters located in the Domain)

At Citizens, Inc., we've curated an exceptional work environment that goes beyond the ordinary. Our open-plan workspace offers panoramic views of the Domain with multiple conference rooms readily available. Start your day with complimentary coffee in our large break area, enjoy walks on the scenic trails nearby, or hit our onsite gym. Our Lunch Drop service provides the luxury of delivering delicious meals directly to our suite for a stress-free lunch break. For financial needs, the onsite bank is at your service. Furthermore, enjoy the convenience of free covered parking in our garage, featuring charging stations for electric vehicles. Participate in our various monthly employee events designed to enhance our cultural engagement. At Citizens Inc., we prioritize strong employee involvement to foster a dynamic workplace culture. Elevate your career with us, where your workplace is more than just an office; it's a destination for growth, innovation, and a flourishing community.

Summary: Citizens, Inc. is seeking a dynamic customer-centric professional to join our Policyholder Services team. The Policyholder Services Supervisor is responsible for leading 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 while ensuring service standards, quality expectations, and departmental goals are achieved.

WHAT YOU WILL GET TO DO

Leadership and Management:

• Provides day-to-day leadership, coaching, and development to Policyholder Services Specialists.
• Monitors service levels, productivity, quality, and customer satisfaction metrics.
• Conducts regular team meetings and provides ongoing feedback and performance coaching.
• Assists with workforce planning, scheduling, and resource allocation.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline of employees as needed and in accordance with company policy.
• Oversees training of new employees.
• Oversees coordination and review of policy changes, audits, and reinstatements.

Process Improvement and Operations:

• Promotes a culture committed to identifying process efficiencies to continuously improve how work is completed.
• Creates and revises workflows and procedures by analyzing operating practices, recordkeeping systems, forms control, office layout, budgetary and personnel requirements, including implementing changes.
• Analyzes any problematic trends and takes steps to avoid reoccurrence, appropriately escalating issues if needed.
• Partners with team members to identify challenges and implement solutions that improve performance, engagement, and operational effectiveness.

Communication and Coordination:

• Serves as the primary point of contact for team members by providing guidance, answering questions, and resolving issues.
• Provides guidance and support in resolving complex policyholder inquiries, escalations, and service requests via telephone, letter, fax and email correspondence.

Other Duties:

• Performs other related duties as required and assigned.

WHAT YOU NEED TO SUCCEED

Minimum 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.
• Previous experience coaching, mentoring, or leading employees.
• Experience resolving employee or customer escalations.
• Proficiency using Microsoft Office applications and business systems. Strong written and verbal communication skills in English and Spanish.

Key Skills and Abilities:

• Strong supervisory, organizational, and interpersonal skills.
• Attention to detail and strong problem-solving skills.
• Effective time management and ability to prioritize tasks.
• Adaptability, responsibility, and ability to work independently.
• Commitment to key company values.

BENEFITS (the fun stuff)

As an employee of Citizens, we promise you the opportunity to make a meaningful difference in the lives of our customers, communities, and one another. We believe in fostering a culture of camaraderie, where your ideas are valued, and collaborative efforts drive innovation. Our commitment to rewarding work extends beyond professional growth to recognize your individual contributions and achievements.

We take a complete approach to our employees' well-being. Our benefits package includes medical, dental, vision, short-term and long-term disability, AD&D, group term life insurance, and a matching 401k to secure your financial future. Our benefits plan allows for Virtual Visits and access to our Employee Assistance Program, showcasing our commitment to your health and work-life balance. Enjoy the added perks of generous Paid Time Off and holidays, ensuring you have the time to recharge and savor life outside of work. Join us and embrace a workplace that values not only your professional growth but also your personal fulfillment.

At Citizens, our employees and customers are at the heart of everything we do. Our success as a company begins with our team of employees and departments to service our customers. That's why we strive to create an environment where employees are equipped and challenged to reach their full potential.

Citizens is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, gender identity, national origin, age, disability, or veteran status. We are committed to fostering a diverse and inclusive workplace where every individual is valued, and all qualified applicants are encouraged to apply.