Michigan Farm Bureau Family of Companies
P/C Customer Operations Supervisor
Michigan Farm Bureau Family of Companies, Lansing, Michigan, United States, 48900
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P/C Customer Operations Supervisor
at
Michigan Farm Bureau Family of Companies . You'll assist the Manager of P/C Customer and Premium Control Operations in leading and developing a high‑performing Property/Casualty (P/C) Customer Service Team that delivers an extraordinary customer experience to policyholders and over 400 agents and their field office staff promptly and professionally. You will ensure the team effectively addresses policy, billing, member benefits, and web‑related questions and concerns from internal and external customers across all personal and commercial lines of business via phone, email, chat, and website. In this role you will also oversee the proactive research and resolution of policy issues and online account technical issues, ensuring accurate documentation and reporting back to agent offices.
Develop and build high‑performing teams to achieve an extraordinary customer experience for Michigan Farm Bureau members, Farm Bureau Insurance policyholders, agents, and agent office staff. Contribute to the strategic direction of the P/C Customer and Premium Control Operations by collaborating with the Manager to develop and implement innovative strategies to enhance oversight, streamline processes, and optimize customer interactions and related functions. Cultivate a high‑performing P/C Customer Service team by actively coaching, developing, and evaluating staff performance. Implement performance management strategies, including performance improvement plans as needed, and conduct structured one‑on‑one sessions, quarterly professional development reviews, and performance appraisals following HR guidelines to optimize individual and team contributions.
Flexible Work Options Flexible arrangements are available, with remote or in‑person work approved after completion of an approximately two‑month in‑person training period at our Home Office in Lansing, MI.
Required Qualifications
Bachelor’s Degree in business administration, management, insurance, finance or related field, or equivalent experience.
Three years in a contact center management role.
Five or more years of contact center or professional office experience.
Six or more years of experience in insurance processing and customer service activities.
Active Michigan resident producer P/C license required, or ability to obtain one within 6 months of hire.
Proficiency in analyzing data, performance metrics, and staffing trends to drive improvements.
Advanced ability to learn new technologies.
Five or more years of experience with proven skills in the Microsoft suite of applications (OneNote, PowerPoint, Word, Outlook).
Preferred Qualifications
Designations in AINS, ACS, or AIS.
Bilingual skills.
This position is posted by Michigan Farm Bureau Family of Companies. If you meet the qualifications and are interested, please apply.
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P/C Customer Operations Supervisor
at
Michigan Farm Bureau Family of Companies . You'll assist the Manager of P/C Customer and Premium Control Operations in leading and developing a high‑performing Property/Casualty (P/C) Customer Service Team that delivers an extraordinary customer experience to policyholders and over 400 agents and their field office staff promptly and professionally. You will ensure the team effectively addresses policy, billing, member benefits, and web‑related questions and concerns from internal and external customers across all personal and commercial lines of business via phone, email, chat, and website. In this role you will also oversee the proactive research and resolution of policy issues and online account technical issues, ensuring accurate documentation and reporting back to agent offices.
Develop and build high‑performing teams to achieve an extraordinary customer experience for Michigan Farm Bureau members, Farm Bureau Insurance policyholders, agents, and agent office staff. Contribute to the strategic direction of the P/C Customer and Premium Control Operations by collaborating with the Manager to develop and implement innovative strategies to enhance oversight, streamline processes, and optimize customer interactions and related functions. Cultivate a high‑performing P/C Customer Service team by actively coaching, developing, and evaluating staff performance. Implement performance management strategies, including performance improvement plans as needed, and conduct structured one‑on‑one sessions, quarterly professional development reviews, and performance appraisals following HR guidelines to optimize individual and team contributions.
Flexible Work Options Flexible arrangements are available, with remote or in‑person work approved after completion of an approximately two‑month in‑person training period at our Home Office in Lansing, MI.
Required Qualifications
Bachelor’s Degree in business administration, management, insurance, finance or related field, or equivalent experience.
Three years in a contact center management role.
Five or more years of contact center or professional office experience.
Six or more years of experience in insurance processing and customer service activities.
Active Michigan resident producer P/C license required, or ability to obtain one within 6 months of hire.
Proficiency in analyzing data, performance metrics, and staffing trends to drive improvements.
Advanced ability to learn new technologies.
Five or more years of experience with proven skills in the Microsoft suite of applications (OneNote, PowerPoint, Word, Outlook).
Preferred Qualifications
Designations in AINS, ACS, or AIS.
Bilingual skills.
This position is posted by Michigan Farm Bureau Family of Companies. If you meet the qualifications and are interested, please apply.
#J-18808-Ljbffr