P​/C Customer Operations Supervisor

OBJECTIVE

To assist the Manager of P/C Customer and Premium Control Operations in leading and developing a high-performing Property/Casualty (P/C) Customer Service Team that delivers an extraordinary customer experience to policyholders and over 400 agents and their field office staff promptly and professionally. To ensure the team effectively addresses policy, billing, member benefits, and web-related questions and concerns from internal and external customers across all personal and commercial lines of business via phone, email, chat, and website.

To oversee the proactive research and resolution of policy issues and online account technical issues, ensuring accurate documentation and reporting back to agent offices.

Develop and build high-performing teams to achieve an extraordinary customer experience for Michigan Farm Bureau members and Farm Bureau Insurance policyholders, agents, and agents’ office staff.

Contribute to the strategic direction of the P/C Customer and Premium Control Operations by collaborating with the Manager in developing and implementing innovative strategies to enhance oversight, streamline processes, and optimize customer interactions and related functions.

Cultivate a high-performing P/C Customer Service team by actively coaching, developing, and evaluating staff performance. Implement performance management strategies, including performance improvement plans as needed, and conduct structured one-on-one sessions, quarterly professional development reviews, and performance appraisals following HR guidelines to optimize individual and team contributions.

This position offers flexibility, allowing for remote or in-person work options upon successful completion of an approximately two-month In-Person training period at our Home Office in Lansing, MI.

REQUIRED:

• Bachelor’s Degree in business administration, management, insurance, finance or related field required, or equivalent experience may be considered.
• Three years in a contact center management role is required, or equivalent experience may be considered.
• Five or more years of contact center or professional office experience required.
• Six or more years of experience in insurance processing and customer service activities required.
• Must possess an active Michigan Resident Producer P/C License required or must obtain within 6 months of hire.
• Proficient ability to analyze data, performance metrics, and staffing trends to drive improvements required.
• Advanced ability to learn new technologies required.
• Five or more years of experience with proven skills in the Microsoft suite of applications, including One Note, PowerPoint, Word, and Outlook, required.

PREFERRED:

• Designations in AINS, ACS, or AIS preferred.
• Bilingual skills preferred.