Job: Customer Advocate Supervisor

Jobing Description

Position Description

Supervises the Customer Advocates in the ServicePoint to maximize positive customer experience for Farmers Insurance agents, independent agents, lien holders, and policyholders by identifying, understanding, and resolving their inquiries.

Position Requirements

Supervises assigned personnel

Leads and motivates the team to respond to inquiries from Farmers Insurance agents, independent agents, lien holders, and policyholders. Manages and directs the activities involved in the servicing of personal insurance products including customer and agents contacts, policy changes, and policy inquires. Maintains a thorough, up-to-date, working knowledge of established procedures, methods, contractual provisions, and regulatory requirements. Responsible for team performance and compliance with company procedures. Conducts one on one monthly scorecard reviews with Customer Advocates. Supports achievement of Work Force Management goals. Ensures team is focused and in compliance with AUX codes. Formulates and implements department objectives. Reports progress to management.

Conducts call and transaction monitoring. Delivers follow-up based on coaching feedback. Participates in joint calibration of coaching scores and approach. Handles dispute management relating to performance scoring. Identifies focus areas for Quality Assurance and re-enforces coaching and training principles. Participates in training delivery where appropriate.

Identifies SWAT team priorities and potential Customer Advocate participants. Maintains direct involvement with selected SWAT teams.

Reviews and handles all escalated customer complaints in a timely manner and in compliance with company policy. Maintains familiarity with customer advocate function by handling standard inbound calls on a regular basis.

Continues to build personal skill set by participating in in-house or outside insurance / industry related courses / seminars as deemed necessary to expand product / system knowledge.

Performs other duties as assigned.

Preferred Skills and Abilities

Not Indicated

Physical Actions

Besides some sedentary work, job duties require some or all of the following physical activities: Standing, carrying/lifting up to 10 pounds, seeing and hearing, walking, reaching, pushing and pulling, and speaking, reading, and writing.

Physical Environment

Required job duties are normally performed in a climate-controlled office environment.

Education Requirements

High school diploma or equivalent. Completion of Six Sigma Green Belt Certification preferred.

Experience Requirements

One year of supervisory experience and at least two years of experience in a customer service oriented environment. Completion of ServicePoint Leadership development program.

Special Skills Requirements

Leadership and people management skills
PC skills
Strong written and verbal communication skills Demonstrated analytical and organizational skills