Job Description

Position Overview:

The Customer Service Center Manager oversees the day-to-day operations of the group insurance division, ensuring seamless customer service and operational efficiency. You will lead a team of professionals specializing in onboarding, account management, and accounting practices. You will play a pivotal part in leading multiple departmental teams, leveraging your advanced technology skills to streamline and enhance processes, and successfully delivering exceptional service to internal stakeholders and customers alike.

Starting Salary: $110,000.00 yearly (negotiable based on experience)

Location: Onsite Atlanta, GA 30319

Schedule: Monday – Friday 8:00am – 5:00pm

Customer Service Center Manager Responsibilities:

• Operational Oversight: Manage daily group policy administration, billing, customer service, and claims inquiries, ensuring compliance and service excellence.
• Team Leadership: Mentor and develop team members, fostering collaboration and strong client relationships.
• Training & Development: Create training programs to enhance technical knowledge and customer service skills.
• Process Improvement: Streamline operations through process redesign, automation, and best practices.
• Financial Management: Oversee transactions for premiums, claims, and reimbursements, ensuring accuracy and compliance.
• Customer & Agent Support: Resolve escalations, manage key relationships, and enhance communication.
• Policy Support: Collaborate with underwriting to review applications, endorsements, and renewals for accuracy.
• Risk Management: Identify and mitigate operational risks to ensure compliance and protect company assets.

Customer Service Center Manager Qualification

• Experience: 3+ years in group insurance operations; leadership in complex environments and multiple departments.
• Education: Bachelor’s in Business, Insurance, Finance, or related field.
• Technical Skills: Advanced MS Word, PowerPoint, Excel (VLOOKUP, pivot tables).
• Industry Knowledge: Life and health insurance (carrier or brokerage).
• Key Strengths: Detail-oriented, strong time management, decision-making, and multitasking.
• Customer Focus: Superior service skills with a commitment to excellence.
• Work Environment: Thrives in fast-paced settings, resolving client and technical issues.
• Communication: Strong written, verbal, and organizational skills.

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