Customer Engagement Manager

‎ 

• Direct and oversee a team, or teams, of highly skilled leaders and/or Colleagues (examples may include complex/Advanced Adjusters and CSR's) who are responsible for the most complex work tasks (examples may include Cancer and/or STD/LTD claim processing, high profile billing, Customer Engagement and Training/Audit) within multiple areas of an Operational team or department; work with Team Leaders, highly skilled Colleagues and other departmental or divisional leadership to set and manage goals and performance expectations which support accurate, fair service and the timely completion of complex to highly complex work duties which comply with state and federal regulations; may include assisting Director with resolving the most complex claim issues and/or working with internal and external legal representatives to provide direction and support in defense of lawsuits and to help keep litigation to a minimum.
• Actively manage staff and plans for the appropriate allocation and use of resources; analyze past work loads to determine future needs and identify service trends which may detract from Delighting the Customer.  Develop Team Leaders and Colleagues within area of responsibility, giving appropriate feedback to Colleagues on their performance to ensure strengths are reinforced and areas needing improvement are appropriately addressed; hold Team Leaders accountable for Colleague development within their area of responsibility.  
• Demonstrate advanced judgement and collaborates with other leaders to leverage past experience to develop standardized processes and procedures which focus on advancing the service provided, work with others to identify deficiencies and areas of improvement; mentor/motivate Colleagues to provide superior service.  Leads department or division improvement initiatives which result in improved processes, procedures and systems which support an excellent, Customer focused, Customer experience.

Technical Skills and Requirements

Bachelor degree preferred

5 years of proven leadership in lieu of bachelor degree

Proven, excellent, oral and written communication skills

Proven, excellent, interpersonal and consultative skills

Exceptional administrative competence

Exceptional analytical and multi-tasking ability

Exceptional technical and tactical skills to include diplomacy

Exceptional decision making ability

Proven project management skills

Proficient with Windows based software and easily adapts to new software/technology

Proven leadership, coaching and feedback skills

Proven ability to identify, develop and/or standardize processes or procedures which support the organization's overall mission

Prompt, reliable and professional attitude and appearance

May require strong knowledge of FINRA/SEC, S125 IRS rules and regulations

May require advanced knowledge of Supplemental Medical and/or Disability claim processing and case management tools

Knowledge of insurance products and/or services preferred

‎ 

#AFC