Description

PURPOSE:

The Supervisor of Coverage Administration is responsible for the management, operation and performance of the Coverage Administration staff. Operational responsibilities include the design of departmental goals and procedures, workflow, productivity, quality review, training, development and personnel matters. The Supervisor must have a thorough understanding of the processes, procedures and computer systems involving policy administration, agent appointments, commissions, banking, collection, processing and subsequent accounting of all premiums received. Will also be responsible for driving the identification and implementation of system and process improvements. This position requires strong leadership ability, excellent managerial skills and the ability to provide clear focus and direction to members of the department.

ESSENTIAL FUNCTIONS:

40% 1. Assure excellent service to our clients in both a pro-active and responsive manner through a staff utilizing strong communication skills.

a. Develop and implement training and cross training program for all individuals and functions performed within the department.

b. Establish and maintain a current CAS procedures manual.

c. Develop and maintain employee developmental plans, fostering an environment which promotes growth and development.

d. Establish and maintain employee performance goals and minimum performance standards for both production and quality.

40% 2. Maintain high level of performance of the unit, and individuals within, through internal workflow analysis, process improvements, group problem
solving, open communication, and clear expectations.

a. Establish individual standards/expectations and unit work plans to assure continuous high-level performance.

b. Review problems, questions or files as referred, provide answers or solutions as appropriate, review with the Director of Underwriting and Coverage Administration as necessary.

20% 3. Perform administrative/personnel functions of policy application (counseling, attendance, evaluations, quality review and scheduling).

a. Establish and maintain personal time schedules to assure unit performance expectations are maintained.

b. Conduct evaluations in a timely and effective manner to clearly measure individual performance, establish common expectations and identify training/developmental needs. Hold monthly one on one meetings with each staff member.

c. Coordinate staffing needs with Director of Underwriting and Coverage Administration and interview candidates referred by HR.

d. Create and maintain Position Descriptions for staff members.

MARGINAL FUNCTIONS:

1. Create, maintain and distribute various reports related to billing, payments, audits and commissions. Oversee review of various computer-generated reports, ensure necessary corrections are made.
2. Oversee the collection of overdue amounts from agents and insureds. Refer to an outside collection services when deemed necessary.

(Management retains the discretion to add to or change the functions of this position at any time).

Requirements

1. High school graduate or equivalent education. College degree or college coursework is strongly preferred.
2. Minimum of 3-5 years management experience in insurance coverage administration, billing and agent processing is strongly preferred.
3. Proven leadership skills and proactive management style to direct the department’s resources in achieving goals and objectives.
4. Exceptional communication skills and demonstrated employee motivational abilities.
5. Demonstrated skills in critical thinking, problem identification and solving.
6. Strong planning, prioritizing and organizational skills exhibited in a pro-active manner.
7. Excellent interpersonal skills. Ability to listen and question employees to determine level of understanding and/or to define a problem. Ability to express self clearly and courteously, responding with patience, confidence and accurate information.
8. Ability to work under the stress associated with varying workloads, deadlines and administrative duties.
9. Ability to sit or stand at workstation for 7.50 hours per day.
10. Ability to speak English fluently; read, comprehend, follow and give written and verbal instructions in English.
11. Ability to compose proper business correspondence (i.e., letters memos, file documentation).
12. Proficient in using a personal computer, i.e., spreadsheets, databases, reports.
13. Ability to meet company attendance requirements and work extended hours as needed. To travel occasionally to outside vendors, seminars, etc.

FACTORS IMPORTANT TO SUCCESSFUL PERFORMANCE OF POSITION:

Problem solving Analytical Ability

Interpersonal skills Communication Skills

Dexterity Supervision/Leadership Skills

Must be a strong leader who exhibits excellent independent decision-making skills and uses analytical abilities to avoid crisis management. Excellent communication and interpersonal skills are necessary in managing staff and in the extensive amount of telephone contact and written correspondence. Analytical and creative abilities are also needed in solving problems and projecting the future needs of the department.

PHYSICAL DEMANDS OF POSITION:

Standing/Sitting 95% of time Work at desk, PC, monitoring/training staff

Walking 5% of time Walk to meetings, other depts.

Lifting/Carrying (5 lbs) 5% of time Reports, manuals, files

Reaching/Handling 60% of time Materials at desk, files, reports, answering phones

Speaking/Hearing 80% of time Conversations with staff, customers, conducting meetings, training sessions

Seeing 100% of time PC, phone monitoring, files, reports

Color Vision 1% of time Colored forms, mail tags

Note: Applicants who need accommodation for an interview or job testing, please request this in advance to the Human Resources Department.