Policy Service Manager; Call Center

At Illinois Mutual, our culture is built around our four core values. These values shape how we operate and define our expectations of each team member’s contributions:

• Be honest, reliable and respectful
• Think of other first
• Work together to create results
• Stand out with personal, caring service

The Policy Service Manager leads a team focused on delivering exceptional service to policyholders and internal partners within our Company’s largest call center. This role oversees daily operations, staff development, and process improvement to ensure efficient, accurate, professional, courteous and timely service. Reports to the Assistant Vice President, Policy Service.

• Lead, coach, and develop team members within the call center work environment, as well as those handling complex and escalated policyowner requests managed outside of the call center; manage performance, training, and staffing, including participating in the hiring process for department team members.
• Oversee departmental workflows and ensure consistent application of procedures.
• Handle escalated service issues and complex policy inquiries.
• Collaborate with other department leadership team members on staffing plans, budget processes, and departmental goals.
• Drive process improvements and implement best practices.
• Maintain strong communication with internal and external stakeholders.
• Support, and as needed facilitate, department audit, quality assurance, and compliance efforts and processes.
• Demonstrate ability to interpret policy provisions for all active policy types
• Represent the department in meetings, committees, and cross-functional initiatives.

Anticipated Salary: $74,650 - $78,000 (Final Salary based on experience)

We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include:

• Compressed 4 1/2-day work week (Half-Day Fridays)
• No monthly premium cost for employee medical, life and disability insurance coverage
• Paid time-off accrual, including annual rollover; and paid holidays
• Competitive 401(k) plan with immediate vesting on Company contributions
• Discounted on-site employee cafeteria
• On-site exercise facility and company-provided exercise time
• Tuition reimbursement and training incentives
• Access to voluntary dental and vision insurance coverage

• Minimum 6+ years of insurance experience, Life and Health preferred
• Proven leadership or management experience, including the ability to motivate employees and foster a positive working environment
• Industry designations (e.g., FLMI, ACS, AIRC, FSRI) preferred
• Strong verbal and written communication skills, ensuring transparency and clarity
• Strong organization and time management abilities, ensuring efficiency and follow-through
• Strong problem-solving and analytical skills
• Strong interpersonal skills, including teamwork, collaboration and relationship management
• Ability to maintain confidentiality and adhere to privacy standards
• Demonstrated reliability, accountability, integrity and professionalism
• Flexible and adaptable to changes
• Strong initiative and solid judgment/decision making abilities and skills
• Ability to learn quickly, adapt to new systems, processes and procedures, and facilitate change when necessary
• Ability to manage duties and tasks in an efficient, effective, and timely manner, remaining focused even under pressure

* College or university must be sufficiently accredited and listed in the U.S. Department of Education Accreditation Directory.

• External (Strategic) Awareness
• Customer Focus
• People Development
• Leadership
• Achievement Orientation
• Integrity

This job description is intended to provide a general overview of the position and does not include every detail of the role. Responsibilities and expectations may be subject to change based on Company needs.

Illinois Mutual is an equal opportunity employer.