Senior Customer Service Supervisor - Underwriting Support Team (UST)

JOB DESCRIPTION

Overview:

The Senior Supervisor of the Underwriting Support Team leads and optimizes daily operations related to supporting underwriting activities, ensuring the team's is effective in account and relationship management with the agent, while delivering superior, white-glove service and maintaining appropriate compliance with regulatory standards.

This leadership role partners closely with Personal Risk Services key stakeholders (UW, Sales, Operations, Risk Consulting etc.) to ensure transparency of UST activities, particularly on large, and high-profile accounts.

The role regularly solicits feedback to ensure proactive and continuous team development that elevates agent, and client experience while ensuring operational effectiveness.

The Sr.

Supervisor is accountable for identifying, developing, and executing process improvements, The Sr.

Supervisor continually fosters a culture of ownership, and accountability, strong yet appropriate relationship management with agents, while balancing productivity, and service excellence within the functional unit.

Key Responsibilities:


* Lead and manage a specialized team supporting underwriters, clients and business partners with policy processing, client service, and operational tasks to ensure an optimal agent, and client experience.


* Day to day managerial duties include:
+ Oversight, and effective management of UST-related inventory (email and phone), that ensure proper communication with agents, and applicable stakeholders, and service level agreements (SLAs) and compliance standards are consistently exceeded.
+ Ensure proper resource allocation within the team, or from other units, to ensure all objectives are consistently exceeded.
+ Manage staff scheduling, PTOs, absences, and turnover, adapting workforce plans to meet evolving business needs and ensure continuity in UST service.


* Analyze team performance, relationship management metrics to identify trends, best practices, and opportunities for improvement.


* Regularly leverage available tools, reporting, etc.

to assess individual performance and provide coaching, mentorship, and leadership to promote effective relationship management, compliance, creativity, and specialized UST expertise.


* Develop and execute strategies aligned with PRS profitability and growth, focusing on process optimization and service delivery.


* Conduct performance management through regular feedback, goal setting, and reviews, emphasizing service excellence, ownership, and accountability and effective time management.


* Collaborate with department managers to assess operational costs, staffing needs, and budgetary impacts.


* Forecast future resource and process needs by analyzing UST reports and implementing strategic improvements.


* Serve as a technical expert on underwriting support issues, guiding resolution and removing operational obstacles.


* Develop relationships wit...