This is a remote position.

Firefighter Insurance Services has deep roots in the fire industry. We were founded by a 3rd generation retired California firefighter and we know the Fire Family better than anyone!

The Manager, Customer Service is responsible for the day-to-day operations of the customer service team to ensure compliance with agency procedures and operations, delivery of superior service to the agency’s clients and meeting the overall objectives of the agency.

Primary Responsibilities:

• Holding teams accountable for meeting all service level agreements, ensuring the team’s work is accurate/efficient, and providing coaching, feedback, or training as needed.
• Ensuring client’s needs are met and going above & beyond whenever possible.
• Handling escalations and providing oversight to customer service representatives as needed. This includes researching, responding to inquiries, and working with the team to resolve questions, issues, and/or discrepancies.
• Establishing, adhering and remaining in compliance with state, local and carrier rules, regulations, policies, and procedures.
• Acting as the carrier liaison. Responsible for facilitating, coordinating and participating in meetings to gain knowledge and build/maintain relationships with the carriers.
• Providing support in the claims process.
• Supporting ongoing innovation and continuous improvement of business processes, policies & procedures, products, and service delivery channels.

Leadership Responsibilities:

• Regularly meeting with each team member to coach and mentor to ensure alignment around FIS’s mission, vision, and values.
• Providing team members with training, tools, and resources to successfully perform their jobs.
• Providing and ensuring development opportunities are available for team members as part of their overall career path with FIS.
• Leading change by identifying opportunities that consistently raise the bar and improve service levels.
• Participating in strategic planning meetings to define the short- and long-term growth of FIS and defining the strategy, direction, and objectives for the organization.

Basic Qualifications:

• Education: Bachelor’s degree in Business, Finance, or a related field, or an equivalent combination of education and experience.
• Licenses: California Department of Insurance Property/Casualty license and Health & life license.
• Minimum 3 years of experience in a management role in the insurance industry.

Firefighters Insurance Services is an Equal Employment Opportunity employer. We do not discriminate based upon race, color, religion, age, gender, marital status, physical or mental disability, medical condition, pregnancy, sexual orientation, gender identity or expression, national origin, veteran status, genetic information, or any other status protected under federal, state, or local law. Firefighters First Federal Credit Union is committed to providing access, equal opportunity and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, contact Human Resources at careers@firefirstcu.org.