Customer Service Supervisor

The Supervisor of Customer Service will be responsible for supervising the onboarding of new applications, pending requirements from Underwriting/New Business, servicing to Agents,

The Supervisor of Customer Service will be responsible for supervising the onboarding of new applications, pending requirements from Underwriting/New Business, servicing to Agents, servicing customers in line with operating service models to deliver consistent customer service and improved customer satisfaction to all stakeholders.

Employment Type: Permanent
Location: Port-of-Spain
Salary Range: $13,000.00 to $18,000.00

Service Efficiency:
• Ensure adequate staffing and support in agencies and service centers, including the management of staffing and vacation plans.
• Monitor service and satisfaction levels
• Schedule visits at remote locations.
• Actively engage and maintain communication with Agency Managers

Supervise the Agency Administrators by:
• Ensuring all new applications received from the Agents are screened and are in good order before progressing to the Client Acquisition Unit.
• Ensuring the provision of updates to Agents on requirements received from the Underwriting/New Business Department within 24hrs of receipt.
• Ensuring the provision of policy contracts to agents within 2 days of receipt from the New Business Department and Delivery Receipts must be updated within 48 hours of receipt from the Agent and contracts printed at the Service Centres are sent to the Agent within 8 days.
• Managing Policy and Application numbers.


Provide accurate, timely and courteous customer service to internal and external customers within the established timeframe by:
• Reviewing and following-up on transactions processed.
• Authorizing payment transactions within approval limit
• Reviewing and signing as Company Registrar on all policy related letters and documents
• Following-up on premium processing updates.
• Resolves difficult and contentious issues by intervening when CSRs are unable to handle effectively. Ensuring all customer complaints are tracked and reported.
Ensure compliance with all relevant legal, statutory, audit or other requirements (i.e., OFAC, FATCA, CRS, AML, etc.).

Train and develop CSRs to deliver courteous, caring, and professional service to customers in the area of:
• Job Procedures and Processes
• Product knowledge

Prepare and submit monthly reports by or before established deadlines:
• Monthly KPI and Scorecard
• Monthly reports measuring and monitoring to ensure turnaround times are met

QUALIFICATIONS AND CERTIFICATIONS:-
• Associate Degree in Business Management and/or Fellow Life Management Institute (FLMI) designation would be an asset.
• LOMA certification (ACS, AIAA, ALMI) and/or other relevant insurance certification programs

KNOWLEDGE
• Five (5) years’ experience in Insurance Operations of which two (2) years must be at a Supervisory level.
• Knowledge of OLAS system
• Comprehensive knowledge of Company’s products
• Knowledge of Insurance Laws and Regulations.

SKILLS REQUIRED
• Numerical Skills
• Excellent Communication Skills
• Excellent Interpersonal Skills
• Excellent Problem-Solving Skills

APPLICANT NOTE: We appreciate the interest of all applicants however, only candidates being screened will be contacted. Thank you for considering this opportunity with us.
REF:AB