F&I Customer Service Manager

Zurich North America is hiring an Customer Service Manager to join our team! We are open to remote work for the right candidate located any where within the U.S..

Purpose:

To lead, motivate and develop operations support staff, supporting one or more business units in a processing location and delivering excellent customer service.
 

Key Accountabilities:

• Promote effective operations through standardization, improvement, simplification, discontinuance or other methods.
• Implement new systems and procedures in various departments and instruct employees regarding them.
• Make and implement recommendations on improving workflow/processes of a functional area or accountability.
• Ensure the volume of work produced meets or exceeds service standards and quality expectations.
• Ensure the volume of work produced by the unit meets or exceeds the products/services and quality standards.
• Develop and implement process improvements to the functional areas of accountability.
• Responsible for daily application of organizational policies and procedures.
• Check and report, as required, upon actual against scheduled production and production quality.
• Conduct unit training needs analysis, coordinate training with regional processing center manager and field operations training unit.
• Schedule and organize personnel to accommodate workflow. Alter schedules to meet unforeseen conditions.
• Make staffing decisions concerning hiring, training/development, and evaluation of staff performance.
• Administer performance evaluations and coach/counsel others to impact performance.
• Interface directly with Underwriting Business Units and all involved Strategic Business Units.
• Work on special projects, as assigned.
• Act as lead relationship for customer(s) and/or area of responsibility.
• Develop business with existing customers by recognizing and initiating opportunities.
• Foster cross-functional interdependent relationships to achieve business results.
• Identify opportunities and risks associated with changes in the external environment, looking forward for the current year. • Implement changes to and maintain procedures and policies.
• Set and execute operational objectives and plans.
• Contribute to planning and budgeting.
• Ensure that appropriate documentation, implementation and communication of established policy, procedures and operating standards is completed for area of responsibility.
• Participate in or lead risk assessment for the area of responsibility and escalate potential issues to higher management.
• Business Travel, as required
• Extended Hours during Peak Periods, as required
• Maintain a Valid Driver's License, as required
• Regular Predictable Attendance
• Visibility in the Office, as required

Basic Qualifications:

• Bachelors Degree and 5 or more years of experience in the Operations or Underwriting area
  OR
• High School Diploma or Equivalent and 7 or more years of experience in the Operations or Underwriting area

Preferred Qualifications:

• People management experience
• Familiarity with production/metrics performance environment
• Experience preparing and managing operational budgets
• Insurance certifications or insurance coursework

At Zurich, compensation for roles is influenced by a variety of factors, including but not limited to the specific office location, role, skill set, and level of experience. In compliance with local laws, Zurich commits to providing a fair and reasonable compensation range for each role. For more information about our Total Rewards, please click here. Additional rewards may encompass short-term incentive bonuses and merit increases. We encourage candidates with salary expectations beyond the provided range to apply as they will be considered based on their experience, skills, and education. 

The compensation indicated represents a nationwide market range and has not been adjusted for geographic differentials pertaining to the location where the position may be filled. The proposed salary range for this position is $58,700.00 - $96,200.00, with short-term incentive bonus eligibility set at 10%.  

As an insurance company, Zurich is subject to 18 U.S. Code § 1033.

A future with Zurich. What can go right when you apply at Zurich?

Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 150 years of experience managing risk and supporting resilience. Today, Zurich North America is a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. We serve more than 25 industries, from agriculture to technology, and we insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, we strive to provide ongoing career development opportunities, and we foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our colleagues, our customers and the communities we serve. Zurich maintains a comprehensive employee benefits package for employees as well as eligible dependents and competitive compensation. Please click here to learn more.

Zurich in North America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. 

Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich American Insurance. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission. 

Location(s): AM - Kansas Virtual Office
Remote Working: No
Schedule: Full Time
Employment Sponsorship Offered: No  
 
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