BPO Insurance Customer Services Manager

POSITION OVERVIEW

MCI is seeking an experienced BPO Insurance Customer Services Manager experienced in Property and Casualty and Life insurance to support complex business process outsourcing accounts.

In this role, you will be responsible for managing team development, issue resolution, and monitoring the metrics and KPIs of the agents and the team.

In this role you will plan, direct and coordinate the work of call center insurance agents engaged in assisting policy holders with coverage limits, claim information, and general account questions.

This is a senior-level position requiring experience in the P&C industry and account management. Experience in BPO insurance contracts, call center operations, customer services and / or retention is preferred.

In addition, candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic.

To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

POSITION RESPONSIBILITIES

Customer Service Managers are responsible for managing the day-to-day client relationship, including strategic planning, change management, process creation and adherence, and service delivery.

In this role, you will be the primary point of contact for our P&C clients and the MCI operations and shared services team.

Our Managers are responsible for the following tasks :

• Develop a detailed understanding of client products and services
• Conduct audits to ensure employee compliance with internal and external policies.
• Provide hands-on team leadership, problem-solving, and coaching
• Manage growth and oversee the customer service operations
• Improve and strengthen existing programs
• Provide input, innovation, and support to a team of supervisors and team leads
• Project management of new launches and initiatives, including process design and implementation
• Ensure program efficiency and financial performance
• Perform insurance functions as needed, including processing claims, billings, and policy changes

CANDIDATE QUALIFICATIONS

Qualified candidates will be willing to learn new products, processes, and technology. In addition, candidates should be positive, driven, and confident individuals that will professionally represent the company and its customers.

Other Customer Service Manager Qualifications Include :

• Requires 10+ years of insurance experience building and managing Property and Casualty and Life insurance programs and a proven track record of inside sales management
• Bachelor's Degree in Management, Marketing, or Sales, or equivalent experience preferred
• Professional designation (CPCU / CIC / AAI / CISR) preferred
• Ability to work professionally in a fast-paced environment
• Proficient in Microsoft Office Suite products
• Experience managing complex business processes
• Insurance sales and underwriting experience
• Risk management skills
• Effective communication skills
• Problem-solving and analytical ability
• High school diploma or equivalent

COMPENSATION DETAILS

WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience.

Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.

In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment.

Benefits options and plans vary slightly by location.

JUST A FEW OF THE BENEFITS

• Medical, Dental, and Vision Coverage Options
• Paid Time-Off
• Regular Raises
• Work-at-Home Opportunities
• Advancement Opportunity
• Fun, Engaging Work Environment
• Casual Dress Code
• Cash and Prize Contests

PHYSICAL REQUIREMENTS

This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit / stand for long periods while using a computer and telephone headset.

The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer.

The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

CONDITIONS OF EMPLOYMENT

• Must be authorized to work in their country of residence (The United States or Canada)
• Must be willing to submit up to a LEVEL II background and / or security investigation with a fingerprint. Job offers are contingent on background / security investigation results
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

REGARDING COVID-19

As an employer supporting critical Federal, State, Provincial, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, and requesting masks to be worn when on-site employees are not at their workstation.

For more information on MCI’s response to COVID-19 please visit .

EQUAL OPPORTUNITY EMPLOYER

At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community.

All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect.

All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances.

MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline.

In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

REASONABLE ACCOMMODATION

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship.

The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources,