CSR Supervisor

Position Summary:

Direct and coordinate activities and work schedule of the insurance customer service representatives and serve as a liaison between carriers, systems, and insurance staff ensuring all information is being utilized on insurance systems or by the insurance staff.

Principal Duties and Responsibilities:

1. Provide leadership and supervisory duties to the Insurances CSR’s through answering questions, training, coaching, setting goals, leading by example, conducting annual performance reviews and interviews of CSR’s.

2. Ensure all customer service needs at being met and field any escalated customer calls regarding customer service issues with insurance customer service area.

3. Run various reports such as auditing, marketing, production, expiration reports, cancellations, commissions, new business, etc, for President and insurance staff.

4. Perform insurance system administration ensuring data integrity and user compliance. This includes overseeing system clean-up projects, research/development of system workflows, new technology updates, informing staff of upgrades, and run/report internal audits to management.

5. Manage carrier technology and disseminate information to insurance staff. This includes administrating user access, troubleshooting system errors, carrier changes, and managing company downloads.

6. Auditing insurance system and carrier system data to ensure data integrity. Reviewing errors and processes with insurance staff for full compliance.

7. Check Daily Downloads and apply policies in suspense to clients, see that each office gets a copy to review.

8. Add & change codes in EPIC, such as name codes, activity codes, add CSR’s or any changes to staff.

9. Coordinate CSR schedules for proper staffing at each location.

10. Train new and existing CSR and Agents on carrier websites, third party rater system and real time.

11. Achieve annual referral expectations for the Bank.

12. Responsible for adhering to all applicable laws and regulations including the Bank Secrecy Act.

13. Other Duties as assigned.

Education and Experience Requirements:

1. High school education with equivalent experience required, Bachelors preferred.

2. Property and Casualty license required, health license beneficial.

3. 6 to 8 years of insurance service experience using EPIC software is required.

4. Prior experience supervising/managing others is preferred.

Skills and Abilities:

1. Strong self-project management skills.

2. Strong organization and planning skills.

3. In-depth analytical skills to gather and analyze information, design and test solutions to problems, and formulating plans.

4. Lead by example.

5. Ability to multitask multiple projects at one time.

6. Training skills to speak in small to large group settings on various insurance topics.

7. Ability to provide exceptional customer service and ensure others do the same.

8. Excellent communication skills, both verbal and written.

9. Strong problem solving and troubleshooting ability.

Physical Requirements:

1. Travel to various branch locations on a limited basis as needed.

2. Ability to use a computer for more than 7 hours a day.

3. Ability to lift materials daily up to 20lbs.

HomeStar is an Equal Opportunity /Affirmative Action Employer, Minority/Female/Disabled/Veteran.