Student Assistant in Customer Service supporting daily operations and handling national and international orders. Collaborating closely with the team for customer inquiries.
About the role
- Director of Customer Service at GEICO driving service culture and improvement across multiple locations. Leading a team to enhance customer experience and ensure operational excellence in a hybrid role.
Responsibilities
- Develop and implement customer service policies, strategies, key initiatives and best practices to improve service quality, efficiency, and effectiveness.
- Coordinate strategies with other functional areas within GEICO including Sales/ Compliance/ and Product organizations to align service efforts with overall business objectives.
- Effectively communicate to all levels, especially results through presentations.
- Lead, coach, and motivate the customer service directors, which includes hiring, training, and setting service standards and KPIs.
- Guide and mentor associates through performance appraisals, salary adjustments, and disciplinary actions, ensuring a high-performing team.
- Lead multiple, countrywide locations ensuring resources are aligned, processes are streamlined, and inquiries, issues, and complaints are handled promptly and effectively.
- Identify efficiency and call reduction opportunities through increased self-service, automation, and process improvement.
- Monitor and analyze key performance indicators (KPIs), such as response times and customer satisfaction scores, and use the data to make improvements.
- Ensure appropriate Staff Sufficiency to manage all contacts, meeting service level and abandoned call percentage targets.
- Establish systems to capture and analyze customer feedback to identify trends and areas for improvement.
- Work across multiple business partners to ensure compliance with quality standards, identifying efficiency and call reduction opportunities through increased self-service, automation, and process improvement.
Requirements
- Bachelor’s degree in business, insurance, risk management, or related field. Masters is preferred.
- 8+ years in P&C insurance operations and 3+ years in a senior leadership role (800+ associates) OR 12+ years in call center management.
- Deep understanding of state and federal insurance regulations, including DOI, NAIC and market conduct requirements.
- Ability to lead regulatory responses and corrective action plans.
- Proven ability to design and oversee compliance frameworks for underwriting and product operations.
- Strong technical knowledge of P&C underwriting principles, rating, contracts, and risk segmentation.
- Experience successfully partnering with legal, actuarial and product teams.
- Strong understanding of enterprise risk management and compliance metrics.
- Ability to quantify impacts, understand trends in data and leverage data storytelling to make objective business decisions across multiple locations.
- Ability to outline a clear vision and influence a group of people to make the vision a reality through resource allocation, structure, and ownership.
- Expertise in handling heavy customer call volume in a fast paced, results centric environment that requires consistent iteration and urgent action.
- Attains and maintains the required licenses issued by the state insurance department of various states.
Benefits
- Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
- Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
- Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
- Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.
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