SUMMARY

Responsible for supporting the operational needs of the department by delivering reports and analysis on Service Desk performance. Oversees and coordinates the onboarding, assignments, and activities of direct reports and the Resource Pro off-site third-party staff. Enhances the overall customer experience by providing a productive, cohesive, and motivating work environment. Leverages data and insights to improve quality, reduce cost, and increase productivity.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Provides daily direction and communication to Real Estate Investors (REI) service group;

* Actively works and manages all incoming communication through the use of EPIC and REI Support to ensure timely, professional, and thorough resolution of customer inquiries;

* Provides analysis on data from incoming calls to the Service Desk. Identifies root cause and opportunities for process improvement and automation;

* Conducts routine meetings with strategic clients regarding upcoming renewals, building new business, address accounting concerns, identify process improvement opportunities, etc;

* Creates and implements client/customer satisfaction surveys. Reviews responses to determine where improvements can be made, and provide feedback and analysis of responses to the department;

* Analyzes loss trends to advise Underwriters on opportunities to reduce the loss ratio percentage;

* Monitors the team to ensure the Service Level Agreements are being met; provides quality control, evaluation of processes and procedures; suggests methods to improve area operations, efficiency and service to internal and external customers;

* Advocates the enhanced use of technology and training where appropriate;

* Motivates and mentors staff, providing employee training and development, conducting performance reviews, and performing disciplinary action as appropriate;

* Collaborates with Client Services and Corporate Services business units (i.e. Facilities, IT, Accounting, Legal) to ensure we are delivering a high quality product and providing excellent client service, while driving streamlined processes;

* Complies with agency management system data standards and data integrity (enters and maintains complete and accurate information);

* Other duties as assigned.

QUALIFICATIONS

EDUCATION / EXPERIENCE

Bachelor's degree in Business, Marketing, or Communications, or equivalent combination of education and experience

Four (4) or more years related work experience

One (1) or more years supervisory experience

Insurance industry experience preferred

SKILLS

Proficient in Microsoft Office products including Power Point and Excel at the expert level

Knowledge of project planning and implementation

General knowledge of analytical techniques needed to review and analyze information to determine options and recommend viable solutions

Excellent interpersonal and customer service skills

Strong leadership, problem solving, and time management skills

Good planning, organizational, and prioritization skills

Ability to communicate effectively both written and verbally in order to exchange and/or provide information to staff and others

Ability to analyze complex information and develop plans to address identified issues

Ability to prioritize work for multiple projects and deadlines

Ability to train and supervisor others

Ability and motivation to work independently

Ability to interface with executives - internal and external

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• Orange County, CA, USA
• Riverside-San Bernardino-Ontario, CA, CA, USA
• San Diego, CA, USA