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Overview
Plans, organizes and directs workflow and monitors activities to support the overall success of offices within the assigned Agency.
Assists Agency Operations & Support (AOS) management in ensuring efficient, timely and accurate processing of transactions that meet established standards and promotes exceptional service to internal and external customers.
Conducts compliance and quality control audits and provides management with timely feedback and statistical results. Partners with the AOS and sales management teams to improve overall effectiveness within the Agency.
Recruits, trains and develops direct reports (Client Support Specialists) using the performance management model. Trains new Financial Representatives on various system functions, form completion, reports and standard office procedures.
Partners closely with the Agency’s sales leadership teams and represents the Agency in weekly and monthly meetings and company committees as needed.
Identifies and implements process improvements. Handles complex customer issues, escalating to AOS or sales management team when appropriate.
Works with minimal supervision and is responsible for making an established range of decisions, escalating to manager when necessary and updating manager on a regular basis.
Responsibilities
Provides professional and courteous service to internal and external clients. Makes independent decisions regarding client requests and resolution of client concerns recognizing when to escalate situations to management.
Serves as a first line resource for the agency to research and resolve complex client inquiries and escalated complaints, Resolves inquiries received via inbound and outbound phone interactions, written correspondence or walk-in office visits.
Plans, organizes and directs work within all of the assigned Agency’s offices, both on and off site as business needs demand;
anticipates resources needed to support changes in staffing or workload. Plans ahead to accommodate changes and minimizes impact to service levels, goals or objectives.
Conducts office audits to ensure compliance. Monitors reviews and compiles reports, identifying trends and alerting management of potential problems.
Supports and assists sales management and AOS teams with conservation efforts.
Identifies cross-selling opportunities and submits potential sales leads identified during client interactions and within natural markets.
Collaborates with various departments as needed and escalates to management when necessary.
Recruits, trains and develops AOS associates remotely as well as in person. Works with the Training Manager as appropriate.
Develops individualized associate education plans. Consults with AOS management to address identified performance issues or deficiencies.
Administers cross training programs to ensure AOS staff has the necessary knowledge to support effective Agency operations.
Supports Financial Representative recruiting processes by scheduling interviews, sourcing candidate resumes, planning and assisting management with recruiting seminars, and conducting reference checks on potential candidates.
Provides onboarding training for newly hired Financial Representatives, including technology, product, and processes related to submitting business and montoritng client information.
Fosters a culture in the Agency that promotes open communication, integrity, professionalism, customer service, teamwork, and a sense of urgency.
Uses both written and oral communication to keep associates informed of company initiatives and projects, internal procedures, goals, priorities, and Agency or Divisional campaigns.
Qualifications
Will be expected to provide examples of written work such as correspondence, reports, etc.
Demonstrated experience in customer service, identifying client problems / issues, providing and initiating effective solutions.
Skill in effectively articulating information to clients in an empathetic and understanding manner to resolve customer concerns / inquiry.
Work Setting
Educational Requirements
Associate's degree or equivalent work experience preferred.
Computer Skills and Knowledge of Hardware & Software Required
Working knowledge of word processing, spreadsheet and database application.
Certifications & Licenses (., Series 6 & 63, CPA,
Series 6 or equivalent, preferred but not required.
Position Demands
Last updated : 2024-04-23
Full Time
Insurance
$57k-72k (estimate)
04/24/2024
05/03/2024
The job skills required for Ops supervisor include Customer Service, Leadership, Scheduling, Initiative, Written Communication, Teamwork, etc. Having related job skills and expertise will give you an advantage when applying to be an Ops supervisor. That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Ops supervisor. Select any job title you are interested in and start to search job requirements.
The following is the career advancement route for Ops supervisor positions, which can be used as a reference in future career path planning. As an Ops supervisor, it can be promoted into senior positions as an Operations Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Ops supervisor. You can explore the career advancement for an Ops supervisor below and select your interested title to get hiring information.