Illinois Mutual

Policy Service Manager

Illinois Mutual

full-time

Posted on:

Location Type: Office

Location: Peoria • Illinois • United States

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Salary

💰 $74,650 - $78,000 per year

About the role

  • 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.

Requirements

  • Bachelors Degree* required
  • 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
  • Proficient computer skills, including Microsoft Office
  • *College or university must be sufficiently accredited and listed in the U.S. Department of Education Accreditation Directory.
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
insurance experiencepolicy interpretationperformance managementtraining and developmentprocess improvementquality assurancecomplianceanalytical skillsproblem-solving
Soft Skills
leadershipcommunicationorganizationtime managementinterpersonal skillsteamworkcollaborationadaptabilityinitiativedecision making
Certifications
Bachelors DegreeFLMIACSAIRCFSRI