Customer Service Supervisor (Insurance) - SeaMoney
Salary undisclosed
Apply on
Original
Simplified
Job Description
- Provide guidance to team members and host regular team meetings to communicate updates, address concerns, and ensure a collaborative work environment.
- Foster a culture of continuous improvement, encouraging team members to contribute ideas for enhancing processes and customer satisfaction.
- Oversee and assist in handling escalated customer inquiries, concerns, and disputes.
- Ensure prompt and effective communication between the customer service team, insurance partners, and business development teams.
- Implement strategies to enhance customer experience and satisfaction.
- Lead investigations into complex customer disputes, providing guidance to team members on resolution strategies.
- Collaborate with relevant internal teams to identify and address root causes, implementing preventive measures to reduce dispute occurrences.
- Supervise the processing and management of insurance policy cancellations, ensuring clear and accurate communication with customers.
- Analyze cancellation trends and collaborate with teams to implement improvements in processes and customer communication.
- Oversee the maintenance of relevant trackers to ensure accurate and up-to-date information.
- Generate comprehensive reports on volumes, trends, and key performance indicators, providing insights to the leadership and business teams.
- Collaborate with other departments, particularly the CS loan department, to ensure a seamless transition of tasks and information during fluctuating workloads.
- Provide support and guidance on loan-related tasks, ensuring adherence to company policies and regulatory guidelines.
- Ability to motivate and inspire a team, fostering a positive and collaborative work environment.
- Solid understanding of insurance and loan products, processes, and industry regulations.
- Excellent critical-thinking skills, with a demonstrated ability to identify customer needs and provide effective solutions.
- Proactive problem-solving approach to address challenges and maintain operational efficiency.
- Strong communication and interpersonal skills to effectively interact with internal teams, external partners, and customers.
- Efficient time management and prioritization skills to handle multiple responsibilities in a dynamic environment.
- Diploma/degree in Business, Finance, or a related field.
- Previous experience in customer service for insurance products or a related field is required.
- Familiarity with customer service software and tools, such as Zendesk or Salesforce, is preferred.
- Availability to work flexible hours, including evenings and weekends, as required.
Similar Jobs