Customer Service Supervisor

At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live. As a recognized market leader of term life insurance, we're working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals and challenging ourselves to achieve more. We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.

Our Customer Service Supervisor is responsible for leading a team in our Customer Care contact center, meeting and exceeding service level and quality objectives. Lead a team of 14-16 Customer Experience Associates, fielding multiple customer channels per month including inbound/outbound call volume, email and chat inquiries. Responsibilities include hiring, developing and retaining talented people, driving efficiencies and improvements in the service we deliver to customers and sales partners and ensuring financial goals are met. Collaborate with the Senior Manager in organizational development, leading key initiatives and projects, and building a team empowered and passionate about the customer experience. Develop strategies to improve Quality and Process Improvement, deliver innovative solutions to improve the Customer Experience, while creating scale for a growing business.

Administrative Service Vision:

LGIA is available to service our customers whenever and wherever desired and we are the easiest carrier to do business with. We have robust self-service capabilities with modern ways of communicating (i.e., click to chat, facetime, video, co-browse, Venmo/Zelle, credit and debit cards, etc.). All processes are digitized and paperless. We know the stage of life our customer is in, events that have taken place and proactively take action. This includes proactive outreach for product recommendations or something as simple as an address change.

Act as a role model leader, exercising good judgement. Build a strong team and focus on the Employee Experience by providing coaching and ongoing feedback for performance improvement. reports and setting high expectations on delivery of KPIs.
• Frequently communicate Business updates and changes to drive a well-informed and engaged team.
• Support the overall Customer Care Contact Center strategy, including staffing, resources, and processes ensuring best-in-class customer satisfaction
• Collaborate with recruiting partners to identify talent, conduct new hire candidate interviews and lead selection process.
• Enhance the Customer Experience by initiating improvement to processes, reducing handoffs, risk events and proposing digital solutions for self-service.
• Manage daily demand and capacity of work volumes within the operation, ensuring work is completed within the pre-defined standards for productivity and quality by managing workflow, monitoring productivity, reassigning work as needed, and validating daily process control and quarterly audits.
• Ensure team compliance with regard to business procedures and company procedures such as Performance Reviews, Timesheet Management, Expense Management, Business Continuity, and Risk Reporting
• Lead the team in identifying Sales Opportunities for Direct to Consumer opportunities
• Partner with Operations and Underwriting leadership in identifying and communicating enhancements to our service delivery
• Provide effective reporting to peers and leadership on key objectives and measures
• Identify trends in incoming customer requests with a focus on identifying root analysis, remediation or interim solutions
• Collaborate with Workforce Planning to ensure capacity plan is maintained in order to meet Service Levels

Education

2 years of college preferred

LOMA 280 & 290 Certification preferred

Experience/Knowledge

2+ years experience leading a Call/Contact Center operation required

Life, Property and Casualty or Health insurance experience preferred

Skills

Demonstrated experience creating and implementing new processes and procedures necessary to maintain high levels of customer satisfaction and retention

Ability to lead teams through periods of high growth

Customer First orientation

A storyteller who can convey complex information in a timely and easily understood manner

Highly collaborative, strong relationship and influencing skills

Ability to successfully lead through adversity and challenging situations

Ability to make sound, data driven decisions

Experience managing hybrid service delivery teams

Excellent analytical skills and knowledge of reporting tools effectively presenting insights at various levels throughout the organization

Excellent organizational, time management, written and verbal communication and problem solving skills

Proven ability to hire, retain and grow a talented workforce

Reports To

Customer Care Senior Manager

Staff

Oversight of 14-16 Customer Service Associates and 1 Team Lead

What's in it for you?

The expected hiring compensation range for this position is $76,600 - $95,750 annually. This position currently requires onsite reporting for up to three days per work week with flexibility of work from home days the remaining two.

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses. This role is eligible to participate in the Legal & General America Annual Incentive Plan. The current target payment for the position is 8% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date. This role has 15 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff). We're big on professional development and we'll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.