Senior Director, Customer Service
GEICO
full-time
Posted on:
Location Type: Hybrid
Location: Richardson • Arizona, Florida, Texas, Virginia • 🇺🇸 United States
Visit company websiteJob Level
Senior
About the role
- Develop and implement customer service policies, strategies, key initiatives and best practices to improve service quality, efficiency, and effectiveness.
- Coordinate strategies with other functional areas within GEICO including Sales/ Compliance/ and Product organizations to align service efforts with overall business objectives.
- Effectively communicate to all levels, especially results through presentations.
- Lead, coach, and motivate the customer service directors, which includes hiring, training, and setting service standards and KPIs.
- Guide and mentor associates through performance appraisals, salary adjustments, and disciplinary actions, ensuring a high-performing team.
- Lead multiple, countrywide locations ensuring resources are aligned, processes are streamlined, and inquiries, issues, and complaints are handled promptly and effectively.
- Identify efficiency and call reduction opportunities through increased self-service, automation, and process improvement.
- Monitor and analyze key performance indicators (KPIs), such as response times and customer satisfaction scores, and use the data to make improvements.
- Ensure appropriate Staff Sufficiency to manage all contacts, meeting service level and abandoned call percentage targets.
- Establish systems to capture and analyze customer feedback to identify trends and areas for improvement.
- Work across multiple business partners to ensure compliance with quality standards, identifying efficiency and call reduction opportunities through increased self-service, automation, and process improvement.
Requirements
- Bachelor’s degree in business, insurance, risk management, or related field. Masters is preferred.
- 8+ years in P&C insurance operations and 3+ years in a senior leadership role (800+ associates) OR 12+ years in call center management.
- Deep understanding of state and federal insurance regulations, including DOI, NAIC and market conduct requirements.
- Ability to lead regulatory responses and corrective action plans.
- Proven ability to design and oversee compliance frameworks for underwriting and product operations.
- Strong technical knowledge of P&C underwriting principles, rating, contracts, and risk segmentation.
- Experience successfully partnering with legal, actuarial and product teams.
- Strong understanding of enterprise risk management and compliance metrics.
- Ability to quantify impacts, understand trends in data and leverage data storytelling to make objective business decisions across multiple locations.
- Ability to outline a clear vision and influence a group of people to make the vision a reality through resource allocation, structure, and ownership.
- Expertise in handling heavy customer call volume in a fast paced, results centric environment that requires consistent iteration and urgent action.
- Attains and maintains the required licenses issued by the state insurance department of various states.
Benefits
- Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
- Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
- Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
- Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer service policiesKPI monitoringP&C insurance operationscompliance frameworksunderwriting principlesdata analysisprocess improvementself-service automationrisk segmentationdata storytelling
Soft skills
leadershipcoachingcommunicationmentoringstrategic thinkinginfluencingteam motivationperformance managementproblem-solvingvision outlining
Certifications
state insurance licenses