Personal Lines Policy Services Supervisor

Summary: Under limited supervision and with significant independent judgment, supervises and coordinates the activities of the personal lines policy services function by performing the following duties:

Essential Duties and Responsibilities:

• Coordinates the policy services function, including:
  • Supervises the records section to ensure service standards for customer service, phone calls, transactional work, and department support are met
  • Supervises the rating process to ensure service and quality standards are met on new business submissions, endorsements, and renewals
  • Handles escalated calls and situations requiring management intervention.
  • Works across company departments to strive for consistency and efficiency in procedures.

• Functions as a Supervisor of a business unit, either directly or through subordinate leaders, including but not limited to:

• Recommends and communicates goals. Directs operations to ensure the achievement of required results

• Develops, recommends and implements operational plans and procedures

• Trains, coaches and leads staff

• Prepares and/or reviews performance appraisals. Conducts performance review meetings

• May recommend and/or implement employment actions, including employment/termination, corrective action, promotions/demotions, salary changes, etc.

• May serve as a contributing member of project team(s), or leader of project team(s), coordinating resources to ensure achievement of project activities

• Performs other duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Language Ability:

Level 5: Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

Math Ability:

Level 4: Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability:

Level 5: Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Computer/Office Equipment Skills:

Level 4: Advanced knowledge of a personal computer, including Microsoft Windows, email software, internet browser and Microsoft Office applications. Ability to perform complex tasks requiring the use of a variety of software. Exposure to an office environment and equipment (fax, calculator, multi-line telephone, scanner and copier).

Certificates and Licenses:

No certifications needed

Supervisory Responsibilities:

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The employee must occasionally lift and/or move up to 10 pounds. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand and walk.

Education/Experience:

Level 5: Bachelor’s degree (B.A.) from four-year college or university; or four to six years related experience and/or training; or equivalent combination of education and experience.