Licensed Customer Experience, Team Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead, mentor, and provide support to a team of licensed customer service representatives.

• Offer continuous performance feedback, recognition, and opportunities for professional development.

• Hold regular one-on-one meetings and team huddles.

• Act as the initial point of escalation for complex customer issues.

• Foster a positive, engaged, and customer-centric team culture.

• Ensure customers receive service that is accurate, professional, and empathetic.

• Assist representatives with intricate policy and service inquiries.

• Identify areas for process improvement and enhance customer satisfaction.

• Support first-call resolution and overall service efficiency.

• Ensure compliance with insurance regulations, company policies, and customer service standards.

• Monitor compliance with licensing and continuing education requirements.

• Collaborate with Quality Assurance to review calls and provide coaching.

• Address compliance issues and assist with corrective actions as necessary.

• Track customer satisfaction, call quality, average handle time, first-call resolution, and schedule adherence.

• Analyze trends and propose process enhancements.

• Partner with Workforce Management to ensure adequate staffing levels.

• Support onboarding and continuous training initiatives.

• Develop team members through coaching and career development planning.

• Work collaboratively with Claims, Sales, Underwriting, Compliance, and other departments to resolve customer issues and enhance service delivery.

⛳️ Requirements

• Active Property & Casualty insurance license or a relevant state insurance license.

• 3+ years of customer service experience in the insurance, financial services, or related sectors.

• 1+ year of leadership, supervisory, or Team Lead experience in a call center setting.

• Strong understanding of insurance products, policies, and regulatory requirements.

• Excellent communication, coaching, and conflict-resolution abilities.

• Proven track record of analyzing performance metrics and achieving results.

• Experience with CRM, telephony, workforce management, or customer service technologies (preferred).

• Demonstrated success in enhancing team performance, engagement, and customer satisfaction (preferred).

• Ability to work a flexible schedule, including evenings and weekends as required by business needs.

• Bachelor's degree in business, Insurance, or a related field (preferred).

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Health Savings Account (HSA) options.

• 401(k) with company participation.

• Paid Time Off (PTO).

• Company Observed Holidays.

• Opportunities for career growth and development.

• Flexible schedule may be available based on business needs and location.

• Remote, hybrid, or onsite work arrangements may be available based on business needs and location.