Are you an experienced Customer Service Manager passionate about leading teams, enhancing the customer experience, and driving operational excellence? Paramount is seeking a Customer Care Manager for a direct hire opportunity with one of our valued group insurance clients. If you're ready to lead with impact, elevate the customer experience, and grow in your career, we'd love to connect with you!
Position Overview:
The Customer Care Manager oversees the day-to-day operations of the group insurance division, ensuring seamless customer service and operational efficiency. You will lead a team of professionals specializing in onboarding (EDI), account management, claims, billing, and payment processing. Your responsibilities will include supporting customers through all operational phases, including implementation, file transfer setup, billing and collections, and ongoing account management. You will play a pivotal part in leading multiple departmental teams, leveraging your advanced technology skills to streamline and enhance processes, and successfully delivering exceptional service to internal stakeholders and customers alike.
Customer Care Manager Responsibilities:
- Operational Oversight: Manage day-to-day operations of group policy administration, billing, customer service, account management and claims inquiries to ensure adherence to company policies, regulatory requirements, and service level agreements. Ensure timely and successful service delivery to our internal and external customers.
- Team Leadership: Lead and mentor team members. Foster a culture of collaboration, continuous improvement, and customer-centricity. Develop long lasting trusted advisor relationships with plan administrators and key customer stakeholders.
- Training and Development: Develop training programs and resources for new hires and ongoing skill enhancement. Ensure team members are equipped with necessary technical knowledge and customer service skills.
- Process Improvement: Identify opportunities to streamline operations, enhance efficiency, and improve quality through process redesign, automation, and implementation of best practices.
- Financial Management: Oversee financial transactions related to premiums, claims payments, and reimbursements. Ensure accuracy, compliance, and efficient fund management.
- Customer and Agent Support: Collaborate closely with customer service teams to resolve escalated issues, provide guidance on complex cases, and ensure timely resolution of customer and broker inquiries. Deliver strong and strategic relationship management, communication and reporting. Identify and remediate issues
- Policy Support: Work closely with underwriting teams to review and assess policy applications, endorsements, and renewals. Ensure accuracy and compliance with underwriting guidelines.
- Risk Management: Monitor and assess operational risks, develop mitigation strategies, and implement controls to safeguard company assets and maintain regulatory compliance.
Customer Care Manager Qualification
- Minimum 2-4 years of experience in Group Insurance operations
- Bachelor's degree in Business Administration, Insurance, Finance, or a related field
- 3+ years of experience in leading insurance operations with a focus on group life and health products
- Proven experience in leadership and team management within a complex operational environment
- Exhibit strong attention to detail, time management, and decision-making skills.
- Knowledge of the life and health insurance industry preferred
- Superior customer service skills. Displays commitment to excellence and demonstrates accuracy and thoroughness.
- Must be able to perform well in a fast-paced work atmosphere.
- Demonstrated ability to manage multiple tasks, schedules, and deliverables
- Strong leadership and organizational skills with a proven ability to effectively influence others and resolve client and technical issue
- Excellent written and verbal communication skills
- Proficient in MS Word and PowerPoint