Customer Service Supervisor

Customer Service Supervisor Opportunity at MICA

Are you ready to advance your insurance operations career and make a measurable impact? At Mutual Insurance Company of Arizona (MICA), we’ve been supporting, protecting, and defending the practice of medicine since 1976. As the leading provider of medical professional liability insurance in Arizona with additional presence in Utah, Colorado, Nevada, Montana, and Wyoming, we remain committed to delivering exceptional service to our policyholders and partners.

We are now seeking an Customer Service Supervisor to lead a dedicated team of Customer Service Representatives in our Underwriting Department who provide responsive, accurate, and high-quality support to policyholders, brokers, and internal stakeholders. This role not only manages day-to-day operations but also supports process improvements, service workflows, and data integrity that enhance overall underwriting effectiveness.

Why Join MICA?

At MICA, our Underwriting Customer Service team is essential to delivering a seamless experience to our insureds and partners. As the Customer Service Supervisor, you’ll have the opportunity to shape the service culture, elevate operational efficiency, and mentor a highly engaged team.

You’ll partner closely with Underwriting leadership, Claims Customer Service, and internal teams to improve service quality, streamline workflows, and ensure the accuracy of critical policy and underwriting data.

This role is the perfect blend of leadership, service excellence, and operational impact and a chance to build a long-term career within a stable, mission-driven organization that values integrity, accountability, and doing what’s right.

What You’ll Do:

• Supervise the Customer Service team through coaching, performance feedback, and professional development
• Manage call queues, CSR availability, workload distribution, and daily task prioritization
• Monitor service metrics (call volumes, response times, turnaround times) and adjust workflow strategies accordingly
• Implement and update operational policies, procedures, and documentation
• Maintain up-to-date knowledge of MICA and MICA RRG rating programs across all states
• Support improved data collection methods and reporting dashboards
• Collaborate with Underwriting management to resolve escalations and enhance customer experience
• Partner with Claims Customer Service leadership to align service standards
• Oversee credentialing access by CVO vendors and processing of credentialing/verification requests
• Conduct quarterly audits of policy transactions and work with Underwriting to resolve errors
• Manage surveys, questionnaires, discount program communications, and related documentation
• Train team members on new systems and customer service modules

What We’re Looking For:

• Minimum of 3 years of management experience in insurance operations or customer service operation
• Ability to positively motivate, coach, and challenge employees
• Experience working with direct and broker distribution models
• Excellent communication, interpersonal, and relationship-building skills
• Strong analytical, problem-solving, and decision-making abilities
• High attention to detail and a results-oriented approach to prioritizing tasks
• Proficiency in Microsoft Office (Excel and Word) and insurance technology tools
• Advanced degree or professional certifications preferred

What We Offer:

Competitive salary

• Day 1 benefits, including comprehensive insurance with low deductibles
• Hybrid position with a 37.5-hour workweek
• 13 paid holidays (including 3 floating days)
• 401(k) with 6% company match
• Pension plan
• Tuition reimbursement up to $5,250 per year

Salary: $70,000-$85,000

Ready to Apply?

Send your resume to HR@mica-insurance.com to start your journey with MICA.

At MICA, we believe in doing meaningful work alongside people who care. Join a company that values integrity, collaboration, accountability, and doing what’s right for our policyholders, our team, and the healthcare community we serve.

MICA is committed to diversity and is proud to be an equal-opportunity employer.