The Company

Utica Mutual Insurance Company, with a commitment to service excellence, provides valuable support to internal system users, including employees, agents, and insureds across various regions. Utica's mission is to ensure timely, quality interactions, enhancing customer satisfaction and achieving high first-call resolution rates.

What you will do

The Licensing Supervisor leads segments of Licensing functions, ensuring team members provide exemplary service, handle customer inquiries effectively, and maintain Utica’s reputation for respectful and professional customer service. This role is crucial for fostering a positive company image and supporting customer retention.

Key Responsibilities

Maintain an environment that meets customer service level needs. Ensure productivity and quality standards are consistently met or exceeded. Oversee hiring, development, motivation, supervision, and retention of staff, optimizing resource use and minimizing service impact. Conduct performance reviews, set goals, and develop retention strategies for high-potential employees while addressing low performers. Collaborate with corporate areas to enhance workflow and process efficiency. Analyze data to identify process improvements and support innovative solutions. Lead customer support team via web, chat, telephony, and endorsement processing. Handle escalation issues from insureds and agents. Prepare productivity reports for daily, weekly, and monthly assessments. Coordinate communication to staff through scheduled meetings and presentations. Partner with Training and Quality teams to develop, implement, and maintain policies and procedures. Share accountability with business partners to achieve and sustain quality results. Perform other duties as assigned, conforming to all corporate policies and procedures.

What you need

Education: Associate’s or Bachelor’s degree preferred. Experience: 3-5 years of service-oriented leadership in insurance operations, including workflow monitoring, scheduling applications, and Microsoft Dynamics CRM experience. Skills and Abilities: Strong analytical, problem-solving, and customer service skills, with effective communication, negotiation, and leadership abilities. Proficiency in Microsoft Office Suite and the ability to handle multiple priorities under tight deadlines is essential.

Salary Range: $76,342.80  - $114,514.20

The final salary to be paid and position within the internal salary range is reflective of the employee’s work experience, their geographic location, education, certification(s), scope and responsibilities in the role, and additional qualifications.

Benefits:                              

We believe strongly that talented people are core to our success and are attracted to companies that provide competitive pay, comprehensive benefits packages, career advancement and challenging work opportunities. We offer a Comprehensive Benefits Plan for full time employees that include the following:

Medical and Prescription Drug Benefit Dental Benefit Vision Benefit Life Insurance and Disability Benefits  401(k) Profit Sharing and Investment Plan (Includes annual Company financial contribution and discretionary Profit Sharing contribution based upon annual company financial results) Health Savings Account (HSA)  Flexible Spending Accounts  Tuition Assistance, Training, and Professional Designations Company-Paid Family Leave Adoption/Surrogacy Assistance Benefit Voluntary Benefits - Group Accident Insurance, Hospital Indemnity, Critical Illness, Legal, ID Theft Protection, Pet Insurance Student Loan Refinancing Services Care.com Membership with Back-up Care, Senior Solutions Business Travel Accident Insurance Matching Gifts program Paid Volunteer Day Employee Referral Award Program Wellness programs

 

Additional Information:

This position is a full time salaried, exempt (non overtime eligible) position.  As part of our hiring process, candidates who have accepted a formal offer must be willing to undergo a comprehensive background check and drug screen; additional screening for credit or MVR may be required for some positions.  Utica National is an Equal Opportunity Employer.

 Apply now and find out what it’s like to be a part of an amazing team, thrive in an exciting environment and work for a company you can be proud of. Once you complete your application, you can monitor your status in the hiring process by logging into your profile. A representative from our Talent Acquisition team will be in touch regarding any change in your candidacy.