Job Title: Manager, Group Customer Care
Job Location: Atlanta (Brookhaven)
On-site/hybrid/remote: on-site
Job Type: Direct Hire (FTE)
Schedule: Mon Thursday 8am to 4:30pm; Friday 8am to 4pm
Summary: The Manager of Group Customer Care manages the day-to-day operations of the unit that services customers in our group division. The manager directs their team to support customers through all phases of operations from implementation and file transfer setup to billing/collection, and account management. The Manager must always maintain a high level of customer service. A top priority is to build internal partnerships to ensure seamless group operations. The Manager must possess the ability to communicate effectively with all parties using both verbal and written skills. An effective Manager must apply strong analytical, organizational, technical, and problem-solving skills on a daily basis. They have a clear understanding of group health and life products, procedures, compliance, and principles. Qualifications: - One to three years' experience in the insurance industry with one of those years in group operations desirable.
- Worksite/Supplemental/Voluntary/Group Insurance operations experience is desired.
- Three to five years of managerial experience.
- Intermediate knowledge of Microsoft Excel (VLOOKUP & Pivot Tables);
- Proficient in MS Word and PowerPoint
- Exhibit strong attention to detail, time management, and decision-making skills;
- Knowledge of the life and health insurance industry preferred
- Superior customer service skills
- Displays commitment to excellence and demonstrates accuracy and thoroughness.
- Must be able to perform well in a fast-paced work atmosphere.
- Demonstrated ability to manage multiple tasks, schedules, and deliverables,
- Strong leadership and organizational skills with a proven ability to effectively influence others and resolve client and technical issue
- Excellent written and verbal communication skills
- A bachelor's degree from an accredited 4-year college, preferred.
- Insurance industry professional designations are a plus (such as ALMI, FLMI, LUTCF)
Position Responsibilities: - Lead and manage the Group Customer Care Team. Manage the team with respect to schedules, deliverables, performance, reporting, and project commitments. Work closely with sales partners and clients. Direct the efforts of team members to fulfill service responsibilities, objectives, and contribute to the overall effectiveness of the team.
- Ensure timely and successful service delivery to our internal and external customers.
- Deliver strong and strategic relationship management, communication and reporting. Identify and remediate issues
- Ensure team members collect, verify, and input new group information into the policy administration system while maintaining data for open enrollment, servicing, and annual renewal.
- Develop long lasting trusted advisor relationships with plan administrators and key customer stakeholders.
- Clearly communicate the progress of implementations and ongoing status of groups to internal and external stakeholders.
- Maintain ownership of client projects, meet deadlines according to established standards, and accomplish new and different requests per client specifications.
- Collaborate with internal operations team to identify areas of improvement and opportunity.
- Promote teamwork and ensure all department procedures are followed.
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Last updated on Sep 15, 2023