Customer Service & Support Jobs in Madison, WI (Now Hiring) — 1,206 open — Page 42

At TruStage, we’re on a mission to make a brighter financial future accessible to everyone.  We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance and financial services solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.

Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition

Job Purpose:
 

This position is responsible for leading a P&C Commercial Service Team and ensuring that the team is meeting or exceeding its key servicing objectives, demonstrating core customer service competencies and supporting the group strategic objectives. This position is also responsible for developing and executing servicing and efficiency strategy and achieving the strategic objectives and financial goals.

Manager – accomplishes department objectives by managing staff; planning and evaluating department activities. Recruits, selects, orientates and trains employee; accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling and disciplining employees; developing, coordinating and enforcing systems, policies, procedures and productivity standards. Provides guidance and direction to a team of individuals; has ability to performance manage including hire and fire.

Job Responsibilities:

• Responsible for directing team members, including coaching and motivating.
• Provide technical service and underwriting guidance to members of service team, including approving activities that are outside the authority of the service team.
• Work closely with staff to provide coordinated support to customers and field staff.
• Service policies up to a pre-determined amount if needed.

Leadership/Coaching

• Provides overall leadership to teams and day-to-leadership to team leaders.
• Coach team to be able to identify inquiries which are beyond scope of authority and take appropriate actions.
• Inspires team leaders to focus on adherence to TruStage policies and processes, as well as federal and state laws and regulations.
• Fosters a positive work environment.
• Develops and maintains productive working relationship with fellow team leaders, setting a positive example for their working relationships with their teams.

Career Development/Performance & Dialogue

• Set goals and standards of performance for team members which are linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasks.
• Provide on-going dialogue to team about their performance.
• Coaches and helps establish individual development and career plans.
• Coordinates with Learning Consultant on career development opportunities.

Performance Management

• Ensures Quality Assurance reviews are completed for team members and reviews results to ensure achievement of appropriate progress
• Ensures team compliance with company processes, federal and/or state regulations as required
• Monitors and evaluates Quality Assurance and metrics reports for each team and identifies trends and opportunities for improvement related to service levels and quality targets
•  periodic performance indicators and communicate regularly to team leaders
• Prepares employee performance appraisals and merit pay recommendations.

Issue Resolution

• Investigates and resolves issues as required – whether customer issues, team issues or departmental issues.

Business Continuous Improvement

• Maintains in-depth knowledge of TruStage and products.
• Participates in special projects as directed by leadership.
• Identifies and approves recommendations for process changes to improve customer experience.
• Provides guidance and direction regarding issues that require exceptions to the normal process procedures.
• Coordinates with other departments (Claims, Product Administration, Product, and Sales) to ensure that performance targets are met and provide assistance as needed.

Communication

• Informs team leaders and members of changes, potential changes and other pertinent information affecting the departmental areas.
• Plans, coordinates and conducts meetings to discuss operational procedures.
• Supports the dissemination of TruStage corporate-wide and Center-specific communications on-site.

Promotes and maintains a positive, professional image of TruStage

The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.

Job Requirements:

List of general education, background and experience, knowledge, skills, and abilities typically required to effectively perform the responsibilities of the job. Also include any required licenses and/or designations.

• Bachelor's degree in Business, Insurance or equivalent work experience. Applicable Underwriting professional designations are highly desirable.
• 7+ years of relevant experience.
• 4-6 years prior experience directly and indirectly leading medium sized teams.
• Demonstrated ability to effectively develop, manage and execute plans.
• Demonstrated effective communication, interpersonal and demonstrated team-building and coaching skills, proven teamwork and collaboration.
• Demonstrated analytical and problem-solving skills; ability to apply sound judgment and make effective decisions.
• Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities.
• Prior experience with project management methodology strongly preferred.
• Strong ability to communicate at all levels with clarity and precision, both written and verbal
• Ability to adapt in a changing work environment.
• Advanced technical/computer skills, including MS Word, Excel, PowerPoint, Share Point, etc.
• Strong preference for 5+ years of Commercial P&C experience.

#LI-EG

If you’re ready to help make a difference, apply today.  A resume is required to apply. TruStage may process applicant information using an Artificial Intelligence (AI) tool.  This tool automatically generates a screening score based on how well applicant information matches the requirements and qualifications for the position. TruStage recruiters use the screening score as a guide to further evaluate candidates; the score is one component of an application review and does not automatically determine whether a candidate moves forward.  Candidates may choose to opt out of this process.

Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.

 

Base Salary Range:

$121,500.00 - $182,300.00

 

At TruStage, we believe a sound, inclusive benefits program is of vital importance, along with a flexible workplace that allows for work-life balance, career growth and retirement assistance. In addition to your base pay, your position may be eligible for an annual incentive (bonus) plan.  Additional benefits available to eligible employees include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401k, and tuition reimbursement, just to name a few. Beyond pay and benefits, we also recognize that flexibility, including working in a place you prefer, is essential to caring for our employees.  We will continue to strive to offer flexibility and invest in technology and other tools that will make hybrid working normal rather than an exception, so that when “life happens,” you can focus on what’s most important.

Accommodation request

TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.