Supv, Policyholder Services - Domestic

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Regular Full-Time Citizens Home Office, Austin, TX, US

Committed to providing life insurance solutions since 1969 in the United States and globally since 1975, Citizens, Inc. is a publicly traded company (NYSE: CIA) that has maintained a listing on the New York Stock Exchange since 2002. Operating through our insurance subsidiaries, we strategically offer traditional insurance products in niche markets to capitalize on competitive advantages. With a dedicated team of employees located in Austin, Louisiana and a global network of agents, our reach extends to Latin America, Central America, and Asia.

Title:Policyholder Services Supervisor - Domestic

Job Type
:
Full-time Exempt

Reports to
:
Policyholder Services Director

Location
:
Austin, TX (Corporate Headquarters located in the Domain)

At Citizens, Inc., we've curated an exceptional work environment that goes beyond the ordinary. Our open-plan workspace offers panoramic views of the Domain with multiple conference rooms readily available. Start your day with complimentary coffee in our large break area, enjoy walks on the scenic trails nearby, or hit our onsite gym. Our Lunch Drop service provides the luxury of delivering delicious meals directly to our suite for a stress-free lunch break.

For financial needs, the onsite bank is at your service. Furthermore, enjoy the convenience of free covered parking in our garage, featuring charging stations for electric vehicles. Participate in our various monthly employee events designed to enhance our cultural engagement. At Citizens Inc., we prioritize strong employee involvement to foster a dynamic workplace culture. Elevate your career with us, where your workplace is more than just an office;

it's a destination for growth, innovation, and a flourishing community.

Summary: Citizens, Inc. is seeking a dynamic customer-centric professional to join our Policyholder Services team. The Policyholder Services Supervisor is responsible for leading the daily operations of the Policyholder Services team, ensuring exceptional service to policy owners, independent consultants, and internal stakeholders. This role provides leadership, coaching, operational oversight, and process improvement support while ensuring service standards, quality expectations, and departmental goals are achieved.

• Provides day-to-day leadership, coaching, and development to Policyholder Services Specialists.
• Monitors service levels, productivity, quality, and customer satisfaction metrics.
• Conducts regular team meetings and provides ongoing feedback and performance coaching.
• Assists with workforce planning, scheduling, and resource allocation.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline of employees as needed and in accordance with company policy.
• Oversees training of new employees.
• Oversees coordination and review of policy changes, audits, and reinstatements.

• Promotes a culture committed to identifying process efficiencies to continuously improve how work is completed.
• Creates and revises workflows and procedures by analyzing operating practices, recordkeeping systems, forms control, office layout, budgetary and personnel requirements, including implementing changes.
• Analyzes any problematic trends and takes steps to avoid reoccurrence, appropriately escalating issues if needed.
• Partners with team members to identify challenges and implement solutions that improve performance, engagement, and operational effectiveness.

• Serves as the primary point of contact for team members by providing guidance, answering questions, and resolving issues.
• Provides guidance and support in resolving complex policyholder inquiries, escalations, and service requests via telephone, letter, fax and email correspondence.

• Performs other related duties as required and assigned.

• Associate or…