Service Center Supervisor

Job Title

Supervisor, Customer Care Center

Job Summary

You'll be responsible for supervising the activities of Customer Care Center Assistants, Teleprocessing and underwriting support, Billing, and/or Support Services as assigned within the Service Center division. You'll play a key role in ensuring day-to-day operations run smoothly while driving performance, consistency, and strong customer experience.

Work Location

Hybrid

This position offers a hybrid work schedule (3 days in office/2 days at home) and will be working out of the West Bend or Madison, WI office.

Responsibilities & Qualifications

Key Responsibilities

• Responsible for the selection, training, and performance of associates including personnel actions such as salary and bonus adjustments, performance appraisals, promotions, etc.
• Plan and monitor the workflow of the assigned area.
• Audit interactions with a focus on low-effort experiences, quality customer service, and compliance within our letter of authority.
• Monitor and maintain good relationships with all third-party vendors ensuring quality of service.
• Support company-wide initiatives and change management for current and future products and services.
• Handle complaints from agents and monitor customer feedback.
• Handle escalated issues from staff.

Preferred Experience and Skills

• 5 + years of insurance experience including underwriting, contact center, billing, and other support services.
• 1 year of supervisory experience
• Problem solving skills
• Knowledge of personal computers
• Communication skills
• Interpersonal skills
• Coaching and mentoring skills

Preferred Education and Training

• Associate's or Bachelor's degree in Business, Insurance or related field
• Property & Casualty Agents license
• Associate in General Insurance designation

Salary Statement

The salary range for this position is $77,204 - $96,505.

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, business needs, geographical location, and internal equity. Compensation decisions are made by West Bend and are dependent upon the facts and circumstances of each position and candidate.

Benefits

West Bend offers a comprehensive benefit plan including but not limited to:

• Medical & Prescription Insurance
• Health Savings Account
• Dental Insurance
• Vision Insurance
• Short and Long Term Disability
• Flexible Spending Accounts
• Life and Accidental Death & Disability
• Accident and Critical Illness Insurance
• Employee Assistance Program
• 401(k) Plan with Company Match
• Pet Insurance
• Paid Time Off. Standard first year PTO is 17 days, pro-rated based on month of hire. Enhanced PTO may be available for experienced candidates
• Bonus eligible based on performance
• West Bend will comply with any applicable state and local laws regarding employee leave benefits, including, but not limited to providing time off pursuant to the Colorado Healthy Families and Workplaces Act for Colorado employees, in accordance with its plans and policies.

EEO

West Bend provides equal employment opportunities to all associates and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and promotion.