Responsibilities
- Provide expert advice and guidance to Customer Care Advisors on customer inquiries across all channels.
- Resolve complex customer and agent issues, including managing escalations.
- Lead, mentor, and coach a team of Customer Care Advisors, fostering a positive team culture.
- Facilitate team meetings and communications.
- Identify and implement process improvements to enhance performance and efficiency and the overall customer experience.
- Lead and contribute to department projects and initiatives.
- Conduct quality assurance reviews, provide feedback, and generate reports.
- Build and maintain relationships with vendors and enterprise partners.
- Represent the team in meetings and act as a delegate for the CX Manager.
- Monitor key operational processes, conduct business testing, and participate in audits.
- Analyze team performance, identify trends, and provide feedback.
- Support team performance management through regular reviews and feedback.
Requirements
- 6+ years of experience in a customer service role.
- Strong understanding of life insurance customer issues, operational processes, and relevant regulations.
- Proficient with Customer Relationship Management (CRM) systems.
- Leadership: Ability to guide a team by leading department initiatives, making decisions, and managing performance.
- Customer-Centric: A strong focus on customer needs, with a deep understanding of our products and services.
- Communication: Excellent written and verbal communication skills, including the ability to provide clear and effective coaching and feedback.
- Problem-Solving: Ability to perform research and analysis on complex items and develop solutions.
- Adaptability: Comfortable working in a fast-paced environment with ambiguity and changing priorities.
- Collaboration: Strong teamwork and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and external partners.
Nice to Have
- Experience in a highly-regulated industry is preferred.
Benefits
- Competitive salary and equity based on role
- Policies and managers that support work/life balance, like our flexible paid time off and parental leave programs
- 100% paid-premium option for medical, dental, and vision insurance
- Lifestyle stipend to support your physical, emotional, and financial wellbeing
- Flexible work-from-home policy and open to remote
- Remote and WFH options, as well as a beautiful, state-of-the-art office in Dallas’ Deep Ellum, for those who prefer an office setting
- Employee-led diversity, equity, and inclusion initiatives
Work Arrangement
Hybrid — Dallas, Texas, Remote (US)
