Client Services Supervisor - Knoxville

Job Description:

• The Policy Holder Services Supervisor position will require a professional, enthusiastic & helpful individual who will assist the Client Services Manager in all aspects of call center operations, pertinent to the department, as outlined by the department Mission Statement.

Duties:

• Manages a team of Client Service Representatives (CSR’s) responsible for addressing customer requests for servicing. Leads and motivates his/her team to support Policy Holder Services program initiatives.
• Coaches team members by monitoring live and recorded calls. Creates individual plans to improve efficiencies and quality and follows through at subsequent coaching sessions.
• Provide guidance, training and counseling to new hire CSR’s.
• Maintains a strong working knowledge of Policy Holder Services metrics/reporting and monitors results daily.
• Helps to identify training opportunities, and work flow improvements to support Policy Holder Services program initiatives, to include system modification, scripting, and reference materials.
• Work with department Supervisors and CS Manager to ensure proper daily staffing by tracking individual PTO requests to avoid attendance and staffing gaps.
• Provides timely responses to customer complaints, inquires, and e-mails.
• Prepare and deliver Annual Employee Reviews.
• Additional duties as necessary.

Education &/or Certification:

• Required: High School Diploma or GED
• Required: License - Property and Casualty (PC)
• Desired: College - Bachelor’s Degree (BA or BS)

Overall Experience:

• 3-5 years of related experience is Required

Supervisory/Management Experience:

• 1-3 years of Supervisory experience is Desired.

Experience/Skills/Knowledge:

• Required: Must have excellent leadership skills demonstrating good judgment and the ability to work both independently and in a team setting.
• Required: Excellent verbal and written communication skills.
• Required: Organized with strong attention to detail.
• Required: Excellent typing and proofreading skills.
• Required: Prior knowledge of Property & Casualty application processing and/or underwriting.
• Required: Proficiency in Microsoft Word, Excel, Outlook, and internet software applications.

Computer Applications:

• Intermediate Level use of Excel is Required
• Intermediate Level use of Word is Required
• Intermediate Level use of Outlook is Required
• Intermediate Level use of Powerpoint is Desired

Physical Demands:

• Sit up to 8 hours per day, must be able to lift 10-15 lbs occasionally.

Work Environment:

• Professional, Business Setting

AFI Contact Information:

• by e-mail to careers@answerfinancial.com
• by fax to (818)644-4320, or
• by mail to AFI Careers, 15910 Ventura Blvd., 6th Floor, Encino, CA 91436

Notes:

• The position will not be open to recruiters

Manager In Training- Encino

Job Description:

• Manages and directs a team of sales agents in all aspects of incoming call center operations. Implements and reviews call center policies and procedures. Develops and monitors quotas for service volume and timelines.*

Duties:

• Manages a team of licensed sales agents responsible for quoting and selling insurance products. Leads and motivates his/her team to meet and exceed production goals.
• Coaches team members by monitoring live and recorded calls. Creates individual plans to improve sales and quality and follows through at subsequent coaching sessions.
• Provide guidance, training and counseling to new hire Agents to support them through the learning curve to become effective producers in an acceptable timeframe.
• Maintains a strong working knowledge of sales center metrics/reporting and monitors results daily
• Helps to identify training opportunities, support call center sales program initiatives, to include system modification and reference materials.
• Ensures attainment of call center goals, including App/SO conversion, APA, Combo percentage, Elite percentage, and MVR conversion.
• Provides timely responses to customer complaints, inquiries, and e-mails.
• Effectively manages employee relations issues, involving HR when appropriate, properly documenting and appropriately counseling, as needed.
• Provides guidance, training and counseling to new hire Agents to help support them through the learning process as they work toward becoming profitable procedures on the sales team.
• Works with the Client Services, Audit and Complaint departments to identify and resolve the issues.

Overall Experience

• 1-3 Years of Direct experience is Desired

Education &/or Certification:

• Desired: Bachelor’s Degree (BA or BS)
• Desired: License- Property Casualty (PC)

Supervisory/Management Experience:

• Desired: 1-3 Years of Management experience

Experience/Skills/Knowledge:

• Required: 1-3 Years of Direct experience
• Required: 1 year experience with AFI in a Sales Agent role
• Exceptions may be made for Sales Agents who have been with AFI 6 months and has 5+ years property and casualty experience prior to joining AFI
• Required: Completed AFI home Certification training and successfully selling home products for a minimum of 3 months
• Required: Consistently maintained an agent ranking in the top 35% of agents for the past 3 production months

Other:

• Required: No Active written counseling
• Required: No more than three occurrences for attendance in the past three production months
• Required: All licenses and appointments are in good standing with no restrictions

Computer Applications:

• Intermediate Level use of Excel is desired
• Intermediate Level use of Word is desired
• Intermediate Level use of Outlook is desired
• Intermediate Level use of PowerPoint? is desired

Physical Demands:

• Sit up to 8 hours per day, must be able to lift 10-15 lbs occasionally.

Work Environment:

• Professional, Business Setting

AFI Contact Information:

• by e-mail to careers@answerfinancial.com
• by fax to (818)644-4320, or
• by mail to AFI Careers, 15910 Ventura Blvd., 6th Floor, Encino, CA 91436

Notes:

• The position will not be open to recruiters

Manager, Business Development

Job Description:

• Responsible for the establishment of strategic client partner relationships for the firm. The purpose of these partnerships is to generate customers for Answer Financial’s online and call center based national insurance agency. Product set includes personal lines property & casualty products such as automobile and homeowners insurance. Target partners will include large financial institutions, membership organizations and retail consumer businesses.

Duties:

• Identify potential business partners and initiate contact.
• Present Answer Financial to the senior executive teams of prospective partners.
• Assess opportunities and develop business models.
• Lead negotiations with prospective partners.
• Coordinate resources with marketing and account management teams.
• Represent Answer Financial at trade shows and conferences.
• 25+% travel time.

Education &/or Certification:

• Required: Bachelor’s Degree (BA or BS)
• Desired: License – Property & Casualty

Overall Experience:

• Required: 5+ years of related experience

Experience/Skills/Knowledge:

• Required: A Bachelor’s degree and at least 7 years of experience in sales or business development.
• Required: Must have a proven history of success in personal production of business to business relationships.
• Required: Must have a proven history of working independently.
• Required: Experience presenting to C-level executives at large organizations.
• Required: Must be action – oriented, focused on results.
• Required: Excellent written and oral communication skills.
• Required: Proficiency with Microsoft Office and other software tools.
• Desired: Working knowledge of business services contracts.

Other (Industry, Abilities, etc..)

• Desired: Knowledge of the insurance industry
• Desired: Knowledge of personal lines insurance products
• Desired: Knowledge of direct to consumer marketing

Computer Applications:

• Desired: Advanced Level use of PowerPoint?
• Required: Advanced Level use of Word
• Desired: Advanced Level use of Excel

Physical Demands:

• Sit up to 8 hours per day, must be able to lift 10-15 lbs occasionally.

Work Environment:

• Professional, Business Setting

AFI Contact Information:

• by e-mail to careers@answerfinancial.com
• by fax to (818)644-4320, or
• by mail to AFI Careers, 15910 Ventura Blvd., 6th Floor, Encino, CA 91436

Notes:

• The position will not be open to recruiters