Customer Service Supervisor

Gallagher•Brookfield, WI

About The Position

National Insurance Services provides active employee and retiree benefits, health insurance solutions, and full benefit consulting services that address your unique challenges and issues. We are a broker, administrator, and consultant all rolled into one. As part of Gallagher, a global leader in insurance, risk management, and consulting, you’ll be joining a team that’s passionate about helping individuals and organizations thrive. The Sr. Manager Customer Service oversees the activities of the Insured Products Inside Service Representatives and ensures quality and timely customer service to the clients of National Insurance Services and technical and administrative support to the Account Representatives, Sales Representatives, and Regional Vice President for the assigned region.

Requirements

Required: Bachelor's degree with 5+ years client service and/or claims management experience -OR- High School degree/GED with 10+ years client service and/or claims management experience.
1+ years supervisory experience.
Appropriate licensing as required.

Nice To Haves

2 years supervisory experience preferred but not required.
5 years’ experience in customer service, preferably in an employee benefits related capacity.
Ability to read and interpret insurance policy language, and effectively communicate policy language and intent to customers.
Demonstrated analytical skills. Must have a high aptitude for problem identification, investigation, and resolution.
Must possess a high level of positive interpersonal skills and negotiation skills. Exhibit poise, tact, and diplomacy both to internal and external customers.
Proficient in Word, Excel, Outlook, and Adobe Acrobat. Proven capacity to learn software programs developed in-house.
Must have excellent command of the English language; oral and written.
Attention to detail in interpreting, composing, and proofreading written materials.
Excels in a fast-paced environment with demonstrated ability to prioritize multiple, competing demands. Possesses excellent organizational skills.
Willingness and enthusiasm to learn and apply concepts around new products, services, and procedural enhancements.

Responsibilities

Develop and manage all Inside Service Representatives – team of 10.
Provide initial and ongoing training to staff.
Act as the first point of contact for day-to-day procedural or technology questions.
Reinforce and support company processes and procedures.
Generate reports to monitor workloads, workflow, and Service call activity.
Collaborate with the Customer Service Manager and other department managers to address workload imbalance or concerns over timely processing.
Ensure maintenance of all systems databases and customer files per company guidelines.
Actively participate in hiring and developing the IP Service team
Address individual employee performance concerns and complete annual performance reviews.
Encourage and promote a healthy and positive work environment.
Serve as back-up to Service team to assist with workloads when needed.
Collaborate with IT, dept managers, and his/her team to identify opportunities for process improvement or service enhancements.
Act as the primary department lead on various corporate projects and initiatives.

Benefits

Medical/dental/vision plans, which start from day one!
Life and accident insurance
401(K) and Roth options
Tax-advantaged accounts (HSA, FSA)
Educational expense reimbursement
Paid parental leave
Digital mental health services (Talkspace)
Flexible work hours (availability varies by office and job function)
Training programs
Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
Charitable matching gift program