Job Title: Service Manager
Department: Employee Benefits
Location: Tampa, Plant City, or Naples FL
About Acrisure:
Acrisure is a global Fintech leader that combines the best of humans and high tech to offer multiple financial products and services to millions of businesses and individual clients. We connect clients to solutions that help them protect and grow what matters, including Insurance, Reinsurance, Cyber Services, Mortgage Origination and more.
Acrisure employs over 17,000 entrepreneurial colleagues in 21 countries and have grown from $38 million to $4.3 billion in revenue in just over ten years. Our culture is defined by our entrepreneurial spirit and all that comes with it: innovation, client centricity and an indomitable will to win.
Job Summary:
This role will manage the Employee Benefits Client Service Specialist Team in the assigned region, to ensure optimization of customer experience, operational efficiencies, change management and transformation, in addition to overseeing the training and development of the Client Service Specialist Team. The role will collaborate with and work closely with the operations leadership team. This role will influence and promote a positive culture and work environment through exceptional service and meaningful customer engagement and providing solutions. The Team Leader is passionate about coaching, motivating, and supporting a shared service team to execute collectively toward shared goals and objectives.
Responsibilities:
Communicate consistently with Employee Benefits Operations Lead and Growth Lead as necessary to execute operational initiatives that support organic growth and retention goals through collaboration with members of the leadership team.
Lead and manage the team of Client Service Specialist, providing guidance, support, and coaching to ensure high levels of productivity and customer satisfaction.
Foster a positive and collaborative team environment, promoting teamwork and professional development.
Facilitate regular department meetings to review workflows, procedures and influence and promote a positive culture and work environment.
Develop and deliver a regularly scheduled training plan and embrace being a student of the business by growing group insurance knowledge through company provided online learning tools as well as industry content and publications
Liaison between client service specialist team and account management/sales teams.
Collaborate with other departments to address customer inquiries, resolve issues, and ensure a seamless customer experience.
Provide resolution support and oversight for identified escalation inquiries
Implement standard operating practices creating efficiencies through use of technology and processes.
Ensure team completes necessary workflows and activities in Agency Management System (AMS) and other applicable software in a timely manner.
-Stay up-to-date with industry trends and best practices in customer service, insurance products, and regulatory requirements.
Quarterly review of the AM/CSS book of businesses to ensure proper staffing to align with excellent customer service experience.
Prepare reports on team performance, metrics, and key performance indicators, as necessary.
Collaboration with human resources around personnel management and employee relations.
Monitor team performance, conducting regular performance evaluations and providing feedback to team members.
- Assist in recruiting, training, and onboarding new team members.
Ensure business continuity workflow balancing during planned and unplanned team member absences
*This description is not meant to be all-inclusive and may be modified from time to time at the discretion of management*
Requirements:
Strong customer service focus with a highly professional attitude and approach to business and agility to communicate with various stakeholders and team members.
Strong knowledge of insurance products, policies, and procedures.
Effective communication skills as well as strong organizational skills and demonstrated attention to details.
Able to apply motivational leadership, support, and empowerment to service team
Proven track record of successful team leadership and management.
Proficient in MS Office applications and experience with AMS or related software
Must have the ability to handle multiple and changing priorities in a fast-paced team environment.
Travel to offices and clients as necessary.
Education/Experience:
Associate’s degree or higher required.
Minimum 5 years of technical employee benefits experience.
215 Life/Health Agent License required.
Benefits & Perks:
Competitive Compensation
Industry Leading Healthcare
Savings and Investments
Charitable Giving Programs
Offering hybrid work option
Opportunities for Growth
Parental Leave
Generous time away
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Acrisure is committed to employing a diverse workforce. All applicants will be considered for employment without attention to race, color, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. California residents can learn more about our privacy practices for applicants by visiting the Acrisure California Applicant Privacy Policy available at www.Acrisure.com/privacy/caapplicant.
To Executive Search Firms & Staffing Agencies: Acrisure does not accept unsolicited resumes from any agencies that have not signed a mutual service agreement. All unsolicited resumes will be considered Acrisure’s property, and Acrisure will not be obligated to pay a referral fee. This includes resumes submitted directly to Hiring Managers without contacting Acrisure’s Human Resources Talent Department.