Supervisor, P/C Customer Service Project & Support Objective

To advocate for Property/Casualty Customer Service (PCCS) holistic business needs and coordinate with the PCCS leadership team to determine strategic planning needs. To lead a team of project-focused analysts through hiring, training, and professional development. To schedule, control, adjust, and oversee the daily operation of support analysts and senior support analysts to ensure operational and corporate project expectations are managed and project commitments are met. To act as an expert resource and mentor, developing advanced system knowledge throughout the PCCS department to meet department and company objectives through customer experience. To challenge business processes to strategize goals and identify efficient solutions for complex system and billing-related issues from the PCCS Team.

Supervisor, P/C Customer Service Project & Support Responsibilities

Act as an internal consultant, researching business unit goals, workflows, and processes. Identify innovative solutions to enhance business processes and efficiencies, connecting business needs with innovation, data analytics, and system knowledge.

Challenge the PCCS leadership team in the development and implementation of strategies for improved oversight, efficiencies, and expert handling of billing inquiries and functions.

Act as resource manager for PCCS project analysts by coordinating and implementing strategic innovative processes to track and monitor the progress of corporate projects for PCCS.

Lead and direct team members in problem-solving efforts, conducting root cause analysis, and developing/executing solutions. Ensure resolution of issues including long-term prevention strategies, mitigating business impacts, and inefficiencies.

Serve as subject matter expert for billing projects and processes, providing expertise on business and system functionality. Coordinate and deliver business requirements and process specifications for projects, system updates, and enhancements.

Supervisor, P/C Customer Service Project & Support Qualifications

Required
Bachelor’s Degree in business administration, management, computer science, information technology, or related field required, or equivalent experience may be considered.

Experience implementing or administering technical solutions to meet business needs or system requirements required.

Minimum four years of experience in a leadership role required.

Minimum two years of project experience required.

Completion of at least one P/C Resident Producer license course required, or completed within six months of hire. 

P/C Resident Producer license required, or obtained within 12 months of hire.

Preferred

Previous insurance experience or training preferred.

Guidewire and BCMS billing knowledge preferred.

Note: This is a hybrid position working both remotely from the state of Michigan, and in the Farm Bureau Home Office located in Lansing, Michigan.

Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.

PM19