Commercial Services Supervisor/Nationwide Insurance

Nationwide Insurance, a leader in the property/casualty insurance industry, is accepting applications for a Commercial Services Supervisor, to join our Raleigh, NC, location.

 

JOB SUMMARY:

 

Supervises a commercial and/or agribusiness lines customer service unit.  Responsible for providing quality service to customers for multiple product lines in multiple states. Responsible for quality, production and service levels, associate supervision and development, team building and training. Plans schedules based on estimated call volume, associate availability, and product needs.

 

Incumbents may be responsible for a combination of the following Commercial Services functions: processing, servicing, premium audit, collections, phone support and/or quality assurance.  In a larger services unit may specialize in processing or servicing.

 

RELATIONSHIP:

 

Job reports directly to Manager.  Responsible for direct supervision of 10+ service center associates.

 

JOB RESPONSIBILITIES:

 

1. Provides day-to day direct supervision of a commercial and/or agribusiness lines customer service unit that supports multiple product lines and multi states, and supplemental processing and related billing systems. Supervises the resolution of complex customer issues and problems. Handles the more complex issues that are escalated by team members or referrals from other units.

 

2. Achieves services objectives through the coordination and supervision of service representative activities. Uses coaching and leadership skills to encourage associates to meet and exceed service and other goals.

 

3. Provides input to planning, development and monitoring of plans and objectives at the unit, product and center level. Analyzes results from unit and recommends process improvements. Provides input to and adheres to approved budget.

 

4. Facilitates training for associates to ensure that they obtain and maintain current understanding of products, service techniques, systems, regulations and operations standards.

 

5. Coordinates and reviews associate work to ensure adequate phone coverage and appropriate processing of related work. Supervises work unit volume; delegates to group leader and others as needed. Creates and maintains required work records and reports.

 

6. Responsible for the supervision of associates including: performance management, salary planning and administration, training and development, workflow planning and day-to-day administration, hiring and placement, and disciplinary actions.

 

7. Participates on project teams as assigned.

 

JOB REQUIREMENTS:

 

Education: Undergraduate studies highly desirable. Multiple state licensing with continuing education where required. Prefer participation in professional insurance coursework. 

 

Experience: Five years related customer services and insurance experience. Prefer at least two years in commercial and/or agribusiness lines service center environment. Previous lead experience preferred.

 

Knowledge:  Requires working knowledge of commercial service center environment including processing systems and related technology, customer service, credit collections/premium audit, state regulations, and quality/training initiatives.

 

Skills/Competencies: Ability to lead, supervise, train and develop associates in all aspects of insurance services and processing. Oral and written communication skills for interaction with agents, customers, and all levels of service center associates. Ability to operate personal computer and business/insurance software.

 JOB CONDITIONS:

Overtime Eligibility: Not Eligible (exempt)

 

Working Conditions: Requires the ability and availability to work in a call center environment including extended periods of sitting at a PC, use of headset and overtime as needed (non-exempt). Flexible scheduling may be needed for adequate phone coverage. 

 

ADA: The above statements cover what are generally believed to be principal and essential functions of this job.  Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of duties. 

 

EEO, M/F/D/V