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Assistant Manager - Policyholder Services

Assistant Manager - Policyholder Services

Job Description

We have an excellent careeropportunity for an Assistant Manager withinin the Policyholder Services Department at Combined Insurance, a part of theACE Group of Companies.
In this role you will assist themanager in all day to day activities in leading 20 team members.Responsibilities include, review daily performance reports, maintain dailyattendance, monitor the daily assignments, coach and mentor team members.Provide input in employee counseling sessions, employee evaluations andemployee salary reviews. You must effectively demonstrate that you canindependently manage the team and provide effective development of employeesand their performance. You must handle escalated issues from customers oragents in a fast passed environment.
  • Assist with the management of allaspects of clerical support and routine service related activities for ourPolicyholder Services Team.
  • Participate in monthly team meetingswith the purpose of communicating and updating staff on any new processes,product and procedural changes.
  • Responsible for producing, reviewingand providing upper management with frequent reports noting trends around variancesin volumes, production and or quality.
  • Daily Control of workflow and timeservice levels.
  • Assist with a review of existingAverage Handling Times (AHT’s).  
  • Responsible for Quality reviews ofall team members.
  • Review and handling of any escalatedwork received from the Call Center or other Operational teams. 
  • Assist Manager as needed withspecial projects.
  • Microsoft Office Suite
  • High School Diploma; 2 years collegepreferred
  • Minimum of two to three years in ateam lead/supervisor role in the Customer Service Environment or InsuranceIndustry
  • Coaching, mentoring and trainingabilities
  • Maintain high ethical standards
  • Follow and implement all companypolicies and procedures
  • Excellent problem solving
  • Make independent decisions and becomfortable in supporting the decision

Job Requirements


Job Snapshot

Employment Type Full-Time
Job Type Management
Education Not Specified
Experience Not Specified
Manages Others Not Specified
Industry Insurance, Banking - Financial Services, Consulting
Required Travel None
Job ID 304510
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Assistant Manager - Policyholder Services

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