Customer Care Supervisor - Glastonbury, United States - Crum & Forster

Crum & Forster
Crum & Forster
Verified Company
Glastonbury, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

beBee recruiter
Description

Crum & Forster Company Overview:

Crum & Forster (C&F) with a proud history dating to 1822, provides specialty and standard commercial lines insurance products through our admitted and surplus lines insurance companies.

C&F enjoys a financial strength rating of "A" (Excellent) by AM Best and is proud of our superior customer service platform.

Our claims and risk engineering services are recognized as among the best in the industry.

Our most valuable asset is our people: more than 2000 employees in locations throughout the United States.

The company is increasingly winning recognition as a great place to work, earning several workplace and wellness awards, including the October 2022 Great Place to Work Award for our employee-first focus and our steadfast commitment to diversity, equity and Inclusion.


Since 2000, Crum & Forster's Accident & Health division (A&H) has offered a diverse portfolio of specialty insurance and reinsurance products nationwide.

We place a strong focus on product development and creative distribution methods, along with excellent client service and support.


In addition to our robust domestic portfolio, which spans both special risk and medical solutions, A&H works on an international basis through various partnerships.

Our global capabilities provide our partners with even broader flexibility in underwriting solutions.


The qualities and capabilities of Crum & Forster Accident & Health demonstrate our philosophy of building meaningful, long-term partnerships and our dedication to providing alternative strategies in an ever-changing insurance market.

Travel Insured International (TII), a Crum & Forster company, is hiring for a Customer Service Supervisor.

Travel Insured International is a leading travel insurance provider with more than 25 years in business.

As a key component of our Small Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently.

Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.

The highly motivated, team-oriented Supervisor oversees the intraday operations of assigned teams. They will possess strong leadership, critical thinking skills, and a passion for innovation and motivation.

They are responsible for measuring and providing appropriate performance feedback, assisting in the implementation of improvement projects, assisting with customer escalations, and providing ongoing support to teams.

Supervisors will be expected to maintain team performance and quality standards based on established metrics and benchmarks.


Job Description:


What you will do:


  • Lead by example; set the bar for service standards as a leader of the business unit.
  • Model high standards of delivering and promoting excellent customer service to surpass expectations.
  • Lead the team to embrace and adapt progressive change within the department and company.
  • Provide resolution on escalated customer inquiries.
  • Assist with interviews and hiring for Customer Care Specialist and Team Lead roles.
  • Influence the design and delivery of training programs for new team members and existing staff.
  • Influence strategic improvement initiatives in support of the customer experience, including our quality program, case management, and representative development.
  • Serve as a liaison between associates and other teams/departments in order to ensure efficiency through such means as process evaluation.
  • Support hiring, development, and performance management of staff. Conducts quarterly CITE (performance) reviews.
  • Demonstrate effective coaching with employees to ensure high levels of engagement, effectiveness as a cohesive team, attainment of departmental goals, and promotion of the TII culture.
  • Perform other related duties as needed

What YOU will bring to C&F:

  • Superb written and oral communication skills that transcend analytical, facilitation, coaching, negotiation, problem solving, and training responsibilities
  • Ability to readily adjust to multiple demands and constituencies, shifting priorities, and rapid change
  • Demonstrated ability to critically think by analyzing data and problemsolving data to reach a wellreasoned solution
  • Strong working knowledge of current phone systems and call center technology to effectively drive positive results
  • Learning agility; open to new ways of thinking and acquiring new skills and processes to retain our competitive advantage

Requirements:


  • Bachelor's degree or equivalent experience required, plus a minimum of 3 years of related experiences
  • 12 years' prior Leadership experience (within a call center preferred)
  • Knowledge of insurance and/or financial industry preferred
  • Effective use of quantitative and financial information to monitor overall call center performance
What C&F wil
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