Supervisor, 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>


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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Competitive Compensation and Benefits Package

Overview: <p><strong>This position is Hybrid Remote in Lansing, MI<br /></strong><br /><strong>3 days/week in office</strong></p> <p>This position is responsible for leading the day-to-day work and performance of the Service Center team to ensure that the goals and standards of the AF Group are being met. This position is accountable for and committed to promoting exceptional customer service and enhancing the customer experience. Facilitate the development of cross-functional work teams within the department. Participate in ongoing development of new processes and technologies.&nbsp;<br /><br /></p> <p><strong>WORKING CONDITIONS:</strong></p> <p>Work is performed in an office/remote setting with no unusual hazards.&nbsp;Minimal travel.<br /><br /><strong><em>Pay Range&nbsp;<br /></em></strong><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 $60,300 and $101,000.</em></p>
Responsibilities: <ul> <li>Supervises a team of representatives that answers customer inquiries, data entries into computer systems, and processes policies for the company.</li> <li>Oversee daily workflows to ensure established Service Level Agreements (SLAs) are met.</li> <li>Serve as coach to the teams, removing operational blocks as needed.</li> <li>Ensure that team meetings are routinely scheduled to discuss performance results, operational issues, and provide all team members the opportunity to explore alternative approaches to meet and/or exceed the current performance levels.</li> <li>Provide opportunities for and encourage professional growth of individual team members.</li> <li>Effectively develop, prioritize and implement project plans as assigned by management.</li> <li>Represent team(s) and Service Center in various meetings and committees.</li> <li>Manage company assets as dictated by upper management and company policy.</li> <li>Prepare reports as necessary.</li> <li>Serve as team motivator, facilitator and also as a functioning team member to retain technical knowledge.</li> <li>Gain knowledge of other functional areas within AF Group to better assess the impacts of the operational functions.</li> <li>Maintain confidentiality of information processed, as appropriate.</li> <li>Other duties as assigned.</li> <li>Responsibility for balancing workload to optimize the effectiveness of the department.</li> </ul> <br /> <p><strong>DIRECTION EXERCISED:</strong></p> <ul> <li>Directly supervises non-exempt, bargaining unit staff in accordance with company policies, the Labor agreement and applicable Federal and State Laws.&nbsp;</li> <li>Responsibilities include but are not limited to: ensuring proper staffing, planning, assigning and directing work; appraising performance; mentoring staff; addressing complaints and resolving problems.</li> </ul> <br /> <p><em>This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.</em></p>
Requirements: <p><strong>EDUCATION OR EQUIVALENT EXPERIENCE:<br /><br /></strong></p> <ul> <li>Associate degree in business or related field.&nbsp;</li> <li>Combinations of relevant education and experience may be considered in lieu of a degree.&nbsp;</li> <li>Progress toward or completion of a Bachelor's degree in insurance, business or related field highly preferred.</li> </ul> <br /> <p><strong>EXPERIENCE:<br /><br /></strong></p> <ul> <li>With proper education credentials, three years' relevant operational service and/or customer service experience which provides the necessary skills, knowledge, and abilities. &nbsp;</li> <li>One year of experience in a leadership capacity, leading projects or teams, or supervision.</li> <li>Strong working knowledge of Service Center structure required.</li> </ul> <br /> <p><strong>SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:&nbsp;<br /><br /></strong></p> <ul> <li>Ability to establish, develop and maintain interpersonal relationships with customers and co-workers.</li> <li>Must demonstrate leadership ability and team building skills to effectively supervise staff and interact with all levels of management.</li> <li>Ability to work with and empower others on a collaborative basis to ensure success of team(s).</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 establish workflows, manage multiple projects, and meets necessary deadlines.</li> <li>Must have excellent listening and organizational skills.</li> <li>Ability to prepare reports and business correspondence.</li> <li>Ability to comprehend the consequences of various problem situations and address them, or refer them for appropriate decision-making.</li> <li>Ability and proficiency in the use of computers and company standard software.</li> <li>Ability to maintain confidentiality.</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>