Policy Support Center Supervisor / Manager

Job Description:

Americo is seeking for a Supervisor/Manager with 2-5 years of experience in a customer service, contact center or similar field. The Policy Support Center Supervisor oversees the daily activities of the Policy Support Center Department. This individual will lead a team of representatives that service policy holders. This role works to ensure timely and accurate handling and processing of correspondence from agents and policyholders. The Policy Support Center Supervisor will develop, mentor, and coach all of their associates within the department in order to maximize the service we offer to our customers. 

Key Responsibilities:

• Performance monitoring
• Feedback sessions
• Counseling and mentoring of associates
• Writing and delivering performance reviews
• Quality review of work processed by teams for accuracy and completeness
• Coordinating and improving workflow and activities of the team
• Management tracking and reporting
• Managing and leading special projects and company initiatives
• Departmental planning and determination of staffing and training needs
• Able to handle difficult and escalated cases needing management intervention and review

Knowledge, Skills, and Abilities:

• Insurance industry familiarity
• Excellent verbal and written communication skills
• Experience providing associate feedback – recognition, counseling, corrective action.
• Ability to lead and motivate others toward the achievement of a common goal
• The ability to effectively mitigate risk and weigh cost/benefit and risk/return when making decisions
• The ability to manage competing priorities, meet deadlines and be accountable to both individual and team performance expectations
• Must possess a strong business acumen and keen decision making capabilities
• Must be comfortable adapting to change and operating in new or unfamiliar situations
• Must possess organizational maturity and an ability to work with a wide variety of people across the company in the achievement of common objectives
• Plan and delegate as necessary
• Proficient in Microsoft with intermediate to advanced knowledge in Excel.

Education Qualifications:

• College Degree Preferred or Related Work Experience

Americo: We’re in this for life!
The roots of the Americo family of companies date back more than 100 years. Americo is a Life Insurance, Medicare Supplement Insurance, and Annuity company providing innovative products to our customers. At Americo, it’s the people who make things work, so we hope you join us!

What you’ll love about working at Americo:

• Compensation: You’ll feel valued with our competitive pay and robust bonus program that’s offered to all associates.
• Learning and development: We prepare you with a comprehensive, paid training program that will get you ready for success. Additionally, our Talent Development team creates a variety of development opportunities for associates at every stage of their careers.
• Work-life balance: We place true value on work-life balance with our generous paid time off; you begin accruing hours right off the bat every month and it increases with tenure. All new hires earn over 4 weeks of paid time off annually, plus 11 paid company holidays! We also support new parents with a generous new child leave program, along with paid STD and LTD.
• Health and well-being: We commit to your health and well-being and are proud to offer comprehensive health and life insurance options including FSA or HSA accounts and subsidies to support your health and fitness goals through vendor partnerships at The Y, Orange Theory, WW, and more.
• Future planning: Americo offers a 401(k) with a company match, and we provide child care and education tax credits or savings options.
• Giving back: We support several local organizations like Ronald McDonald House, Hope Lodge, the American Red Cross, Harvesters, and many more. Our associates volunteer their time and donate money alongside the company to make a difference in our community.
• The fun stuff: Americo participates in Kansas City Corporate Challenge, and it’s a great way to connect with coworkers. Additionally, we host events like a Royals Party at the K, a legendary Holiday Party, and in-office events with local vendors as a way for associates to step away from work and enjoy each other’s company.
• Bustling environment: Our newly renovated offices are conveniently located in downtown Kansas City, within walking distance to your favorite restaurants and attractions. Plus, you’ll receive complimentary paid parking near our Americo offices – downtown parking is a premium, but we’ve got you covered.