Team Lead

This position is accountable for developing and improving the knowledge, skills, and productivity of a service team in our customer care center. This person will successfully drive to meet customer commitments while maintaining a high level of efficiency, a reduction in variation in service levels, and focus on cost minimization as it relates to staffing requirements to meet service level goals and metrics.

• Be the first point of contact for new hires, help them adjust to their position and understand the company’s policies and procedures
• Identify training needs/opportunities and provide day to day coaching, mentoring and development of Team members both seasoned and new to ensure underwriting requirements are met
• Be available to assist your teammates
• Training opportunities may present themselves at various times; utilize these opportunities and provide training whenever necessary
• Coach all representatives to improve upon their underwriting and sales skills
• Identify workflow gaps and inconsistencies and take ownership of action plans to remedy the situation
• Have the insight to motivate and change policies
• Drive individual productivity so that quality objectives are met. Improve efficiency and lead service quality improvement initiatives
• Ensure consistency with a customer-first culture while ensuring all compliance and company policies are being met
• Increase supervisory/management capacity for regular "spot audits" needed for change management purposes
• Maintains confidentiality and security of sensitive data and reports including personnel data and financials
• Expected to be on phones during peak hours of the day
• Performs other duties as assigned

Required Qualifications:

• High school diploma (or equivalent) with minimum two years of underwriting or one year team supervisory experience
• Insurance license and professional designations (or obtain within 90 day of employment)
• Excellent verbal and written communication skills
• Coaching or training experience

Desired Qualifications:

• Associate degree