|Title||Director, Insurance Call Center|
|Type of Position||Regular|
Responsible for the strategic and day-to-day direction of the Service functions of the Insurance business. This includes policyholder service via all channels including the call center, processing, quality, training, vendor relations, and related areas for a multi-line, multi-state, multi-location Personal Lines and Property/Casualty Insurance business.
Responsible for the strategic aspects and day-to-day service activities to ensure that the business reaches its goals; directly and through Managers/Supervisors. This includes functions such as customer service (telephone, electronic, e-mail, chat, etc.), processing, underwriting quality assurance, technology/systems, product training and reporting.
Ensures that the group achieves metrics, primarily service levels/response times, Net Promoter Score and quality standards.
Collaborate with programmers, underwriters, claims experts and Sr. Management to develop plans and improvements to existing business.
Ensures compliance with applicable regulations, quality standards and underwriting guidelines in all operations.
Involvement in the long term business planning for the direct written book of business.
Develops and analyzes reporting and recommends actions to improve member experience and business objectives.
Maintaining awareness of both the external and internal competitive landscape, customers, markets and new industry developments.
Manages relationships with key vendors relating to specific areas of operations.
Utilizes Workforce Management to improve service level and staffing efficiency.
Keeps abreast of technology with an eye toward improved service and expense management.
Skilled at analyzing data to evaluate the performance of the company in meeting the strategic objectives.
Help create a climate that allows for high engagement, development and retention of employees.
Bachelor's Degree with Business concentration required.
Advanced Insurance designation or Masters Degree required.
Minimum of 12 years insurance company/agency operations and support experience required, some insurance sales helpful.
Requires experience managing a contact center.
Experience working with Workforce Management Systems.
Strong knowledge of telephony systems and reporting (preferably Avaya and CMS).
Requires experience with insurance products, quality and underwriting, agency knowledge, multi-line business, multi-state support, and insurance systems.
Requires strong leadership skills in a larger organization, excellent collaboration, written and verbal communication skills, advanced analytical, organization, and interpersonal skills, project management, philosophy of quality and continuous process improvement, strategic thinking, and operations management skills.
ABOUT THE COMPANY:
AAA Northeast is one of the largest and most innovative membership organizations in North America. It is a multi-business organization comprising more than 60 locations in a six-state area. We provide valuable roadside service to our 5.7 million members, as well as many specialized services such as Financial Services & Loans, Insurance, Travel, Discounts, Auto Glass, and Driver Training. AAA is a key advocate for issues impacting the traveling public, such as highway safety, road maintenance and related legislation. We have a unique organizational model and many of our businesses are the largest and most sought after in their industries. AAA Northeast employees help and serve as a way of life. Through a 100-year legacy of service stewardship, our employees make valuable contributions to our workplace and the community that surrounds us. In order to continue our mission, our organization is expanding and we need talented people to work alongside us in creating our next 100 years.