Client Services Supervisor

About Us:

American Integrity Insurance (NYSE: AII) is a leading provider of homeowners insurance, proudly serving over 400,000 policyholders across the Southeast. Comprised of more than 300 insurance professionals, most of whom work in our Tampa-area headquarters, and exclusively represented by more than 3,000 independent agents, we offer sound and comprehensive property and dwelling insurance to families throughout Florida, Georgia, South Carolina, and North Carolina. Our organization derives its Strength From IntegrityTM, and we are proud to have been recognized as a Top Place to Work in Tampa by the Tampa Bay Times and a Best Place to Work in Insurance by Business Insurance Magazine for the past twelve years. We have also rated among the Top Workplaces in the USA by USA Today for the past five years.

A Day in the Life:

Who knew Insurance could be this fun? From company picnics to charity events, no one can ever say American Integrity Insurance doesn't understand the importance of having fun, helping others, or giving back. Our company culture is priceless, and it's built around our six core values: Integrity, Commitment, Teamwork, Humility, Passion, and Fun. As a team working to provide home insurance solutions to our policyholders, together we aim to achieve greater heights each day and celebrate each other's accomplishments along the way. It is our mission to continue providing reliable, customer-centric homeowners

insurance and paying claims in a timely manner when our customers suffer a loss – and to do so with Integrity.

Learn more about American Integrity Insurance and our job opportunities at https://careers.aii.com.

Title: Client Services Supervisor

You'll Report To: AVP of Customer Experience

The Client Services Supervisor manages a team of Client Services Specialists. He/she will help create individual and team goals and ensure those goals are met on a timely basis, while assuring consistency and quality of calls taken by Client Services Specialists. The Client Services Supervisor provides feedback to Client Services Specialists and documents their performance. Finally, this individual will be responsible for the selection and training of unit personnel and for initiating personnel actions, such as performance ratings and promotion.

• Lead a team of Client Services Specialists.
• Service Takeout agencies and all policyholders via telephone, email, chat, and policy administration system.
• Check information received concerning risks, inspection reports, credit reports, etc.
• Coordinate departmental duties and supervise day-to-day customer contacts, processes, and tasks.
• Supervise the response to inquiries and questions from agents, vendors, policyholders, and internal departments.
• Research problems and manage escalated customer contacts.
• Respond to customer complaints in a professional and timely manner.
• Conduct performance audits of Client Services Specialists’ work.
• Compile information and conduct basic trend analysis.
• Provide training and coaching for team.
• Maintain employee schedules and timecard submission to maximize effectiveness of the team and to achieve organizational goals.

Education: Associate’s degree or combination of education and experience required. Bachelor’s degree preferred.

Experience: One (1) to three (3) years prior experience in a customer care capacity with a property and casualty insurer.

Licensure:  An active 2-20 General Lines License or a 20-44 Personal Lines License is required. If you do not currently possess one of these license, then must obtain one within six months of employment. An Associate in General Insurance (AINS), Associate in Personal Insurance (API), or other professional designation is preferred.

Skills & Knowledge:                        

• Possesses strong leadership skills.
• Ability to cultivate a positive culture and work environment.
  
• Balance customer service orientation, growth goals, and underwriting guidelines.

• Demonstrates skills in the use of computer software applications. 

• Familiarity with various types of insurance policies preferred.

• Proven ability in customer service required. 
• Ability to identify and communicate trends to management and team.
• Ability to communicate interpersonally with a wide variety of technical / professional / consumer clients via telephone and in writing. 
• Ability to develop and maintain open and trusting working relationships with clients / agents in order to gather pertinent information.
• Ability to balance timeliness and accuracy.
• Ability to listen and communicate clearly while maintaining proper confidentiality. 
• Strong decision-making and problem solving skills. 
• Ability to innovate regarding methods and approaches to existing and future work processes.
• Ability to be resourceful in information gathering and assess information with keen attention to detail for the best possible decision.

Schedule: 8:30am-5:30pm, M-F. #LI-Onsite

Working Conditions: Normal business office environment.  Must be able to remain in a stationary position for periods of time while constantly operating a computer and/or other office productivity machinery such as a calculator or telephone.  The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery or communicate with coworkers. 

Travel: Minimum, as required.

ADA: The above statements cover what are generally believed to be the principal and essential functions of this job.  Specific circumstances may allow or require some people assigned to the job to perform a somewhat different combination of job duties. 

American Integrity Insurance Group is an Equal Opportunity Employer.