Customer Care Supervisor – Commercial Lines

West Bend Insurance Company

Customer Care Supervisor managing customer service operations at West Bend, optimizing workflows and ensuring compliance. Leading a team to enhance customer experience and operational effectiveness.

Posted 6/5/2026full-timeWest Bend • Wisconsin • 🇺🇸 United StatesMid-LevelSenior💰 $96,842 - $121,053 per yearWebsite

About the role

Key responsibilities & impact

Manage personnel actions such as selection, hiring, training, salary and bonus adjustments, performance appraisals, and promotions.
Plan and monitor service workflows of assigned area(s).
Ensure processes and procedures mitigate E&O exposure and ensure staff operate within their underwriting authority.
Plan and monitor workload and staffing levels to meet service-level agreements and sales goals.
Monitor Customer Care retention, book value, and growth.
Audit Customer Care interactions and complete file reviews to ensure quality customer service.
Provide coaching to staff to achieve sales and quality assurance goals.
Handle escalated issues.
Maintain strong relationships with third-party vendors and agency partners to ensure quality service.
Handle complaints and monitor customer feedback.
Perform marketing activities for Customer Care in conjunction with regional sales managers.
Conduct agency meetings and manage new agency enrollments.
Monitor agency sales goals that impact Customer Care revenue.
Support companywide initiatives and change management for current and future products and services.

Requirements

What you’ll need

5+ years of P&C insurance experience with an emphasis in underwriting
5+ years contact center experience
1 year of customer service supervisory experience
Problem solving skills
Leadership skills with the ability to coach, mentor and develop others in service
Knowledge of personal computers, including agency management system software and telephone equipment and software
Communication and rapport building skills
Bachelor's degree in Business, Insurance or related field
Agents license (required)
Completion of CIC and/or CPCU designation
Associate in Underwriting designation

Benefits

Comp & perks

Medical & Prescription Insurance
Health Savings Account
Dental Insurance
Vision Insurance
Short and Long Term Disability
Flexible Spending Accounts
Life and Accidental Death & Disability
Accident and Critical Illness Insurance
Employee Assistance Program
401(k) Plan with Company Match
Pet Insurance
Paid Time Off
Standard first year PTO is 17 days, pro-rated based on month of hire
Enhanced PTO may be available for experienced candidates
Bonus eligible based on performance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

P&C insuranceunderwritingcustomer servicecontact center managementperformance appraisalssales goals monitoringquality assurancemarketing activitiesagency management system softwareproblem solving

Soft Skills

leadershipcoachingmentoringcommunicationrapport building

Certifications

Agents licenseCIC designationCPCU designationAssociate in Underwriting designation