Manager, Service Center Hybrid Remote in Lansing, MI

<strong>AF Group (Lansing, Mich.) and its subsidiaries are a premier provider of innovative insurance solutions. Insurance policies may be issued by any of the following companies within AF Group: Accident Fund Insurance Company of America, Accident Fund National Insurance Company, Accident Fund General Insurance Company, United Wisconsin Insurance Company, Third Coast Insurance Company, or CompWest Insurance Company.</strong>

Lansing, USA

AF Group

<p class="p1"><strong>AF Group&rsquo;s focused and passionate team uses industry-leading best practices, analytics and resources to manage risk and minimize loss for our policyholders while strengthening businesses with our valued independent agent partners.</strong></p> <p class="p1"><strong>We strive to continuously increase the long-term value of our organization by outperforming our industry peers and fostering a culture of underwriting and claims excellence.</strong></p>

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Mid-level Manager

Competitive Compensation and Benefits Package

Overview: <p><strong>This position is Hybrid Remote in Lansing, MI, 3 days/week in office </strong></p> <p>Provides leadership and direction to the Service Center Team to ensure that the goals and standards of the department and AF Group are being met. Responsible for managing and coordinating current and new systems, technical and work process, to support core lines of business. Facilitates the development of cross-functional work teams within the Service Center. Participates in ongoing development of new products and technologies. Ensures productivity meets or exceeds service and quality standards. Develops departmental budget and controls costs.</p> <p>This position oversees Claim Payment Specialists that perform the following duties: Analysis of wage records and calculations. Completion of required state forms and comply with jurisdictional specific filing requirements.&nbsp;<br /><br /></p> <p><strong>WORKING CONDITIONS:</strong></p> <p>Work is performed in an office/remote setting with no unusual hazards. Minimal travel required.</p> <p><br /><em>Actual compensation decision relies on the consideration of internal equity, candidate&rsquo;s skills and professional experience, geographic location, market and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $88,600 and $148,500.</em></p>
Responsibilities: <ul> <li>Plans, directs, manages, and evaluates the day-to-day operations and workflow of production, claims management and customer service teams for several brands across the enterprise.&nbsp; &nbsp;</li> <li>Manages teams supporting multiple lines of business and multiple job functions.</li> <li>Responsible for all incoming/outgoing calls and ensures appropriate service is provided.</li> <li>Contributes service recommendations to ensure appropriate account management and retention of several brand&rsquo;s books of business. &nbsp;</li> <li>Responsible for having necessary staff, procedures, and measurements in place to meet desired service levels and expense directives.</li> <li>Maintains general knowledge of other functional areas to better assess the impacts of the Service Center functions and coordination of cross functional changes.</li> <li>Facilitates continuing improvement of business processes in Service Center to maximize system capability, support customer requirements and realize expense efficiencies.</li> <li>Provides analysis and recommendations as requested by the leadership regarding a variety of issues or problems and champion necessary change.</li> <li>Ensures quality approaches are being developed within the team.</li> <li>Ensures overall effectiveness in reaching goals for improving the overall customer experience.</li> <li>Participates in ongoing development of new products and technologies.&nbsp;Ensures that operations can service new and existing products effectively and efficiently.&nbsp;</li> <li>Acts as multi-faceted resources during and after major initiative implementations.</li> <li>Identifies training requirements for individual team members and overall training needs for the entire team to further develop the performance of the team within the Service Center.&nbsp;Ensures implementation of training plans.</li> <li>Effectively educates team on an ongoing basis relative to day-to-day changes, company initiatives and communications (internal and external) that may directly affect their interpretations.</li> <li>Serves as a coach, facilitator and motivator to the team removing barriers that result in the team not achieving the objectives.</li> <li>Exercises fiscal responsibility in managing departmental budget.</li> <li>Acts as backup to Claims Management for assistance to internal and external customers.</li> <li>Mentors employees and develops career paths with growth and opportunities.</li> <li>Participates on committees, assists with corporate projects.&nbsp;</li> <li>Develops and maintains strong working relationships and excellent verbal and written communications with internal (other units within enterprise) and external customers (agents, insured policyholders, government, and regulatory agencies).&nbsp;</li> <li>Keeps abreast of state rules and regulations that impact Service Center Claims; make updates to affected procedures.&nbsp;</li> <li>Responsible for oversight of EDI filings, EDI Audits and Report Cards, EDI error resolution for all our EDI states.</li> <li>Oversees handling of incoming calls for Service Center Claims ACD queues across multiple brand companies.&nbsp;Responsibilities include: forecasting, staffing and monitoring of real-time/historical reporting to make adjustments as needed.&nbsp; &nbsp;</li> <li>Monitors compliance with phone usage standards for ACD users.&nbsp;</li> <li>Develops and implements procedures and measurements to ensure customer service levels are met.&nbsp; &nbsp;</li> <li>Prioritizes activities and workflow in the service center; routinely monitors reports to ensure tasks are completed in a timely and accurate manner.</li> <li>Assists with onboarding.&nbsp; &nbsp;</li> <li>May function as department head in their absence.&nbsp;</li> <li>Monitors staff absences, accurately record planned and unplanned absences and administer appropriate and consistent corrective action when unplanned absence occurrences exceed work rule limit.&nbsp; &nbsp;</li> </ul> <br /> <p><strong>DIRECTION EXERCISED:&nbsp;</strong></p> <p>Directly supervises exempt and non-exempt staff in accordance with company policies and applicable Federal and State Laws. Responsibilities include but are not limited to effectively interviewing, hiring, terminating, and training employees; planning, assigning and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems; supporting and encouraging the engagement process.&nbsp;<br /><br /></p> <p><em>This position description identifies the responsibilities and tasks typically associated with the performance of the job. Other relevant essential functions may be required.</em></p>
Requirements: <p><strong>EDUCATION OR EQUIVALENT EXPERIENCE:<br /><br /></strong></p> <ul> <li>Bachelor&rsquo;s degree in insurance, business or related field.</li> <li>Continuous learning, as defined by the Company&rsquo;s learning philosophy, is required.&nbsp;</li> <li>Certification or progress toward certification is highly preferred and encouraged.&nbsp;</li> <li>Combinations of relevant education and experience may be considered, preference given to degree.</li> </ul> <br /> <p><strong>EXPERIENCE:<br /><br /></strong></p> <ul> <li>Seven years' experience of progressive responsibility in a service center support environment with demonstrated technical knowledge and relevant skills, knowledge and abilities required.&nbsp;</li> <li>A minimum of three years' demonstrated leadership in a service center required.&nbsp;</li> <li>Workers&rsquo; compensation insurance experience preferred.</li> <li>Bilingual skills preferred.&nbsp; &nbsp;</li> <li>Prior management experience of staff under a collective bargaining agreement preferred.&nbsp; &nbsp;</li> </ul> <p><strong><br />SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:&nbsp;<br /><br /></strong></p> <ul> <li>Demonstrated leadership ability.</li> <li>Ability to work with and empower others on a collaborative basis to ensure success of team.</li> <li>Knowledge of other functional areas; understands impact on Service Center functions.</li> <li>Knowledge of team building and employee motivation theories with the ability to manage employee teams.</li> <li>Familiar with laws, regulations, and compliance requirements related to workers' compensation.</li> <li>Ability and proficiency in the use of computers and company standard software specific to position.</li> <li>Demonstrated technical knowledge of insurance administration, claims management, underwriting and/or relevant insurance expertise.</li> <li>Ability to optimize loyalty, customer satisfaction and retention by maximizing the value of every customer touch point.</li> <li>Ability to interact with others to build consensus and get decisions implemented.</li> <li>Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions and employing active listening techniques.</li> <li>Ability to effectively present budgetary and/or cost information and respond to questions as appropriate.</li> <li>Ability to establish workflow, manage multiple projects and meet necessary deadlines.</li> <li>Ability to maintain confidentiality.</li> <li>Ability to perform other assignments at locations outside the office.</li> </ul> <br /> <p>&nbsp;</p> <p><em>The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.&nbsp;</em></p> <p><em>We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.</em></p>