Texas Farm Bureau
Texas Farm Bureau

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Texas Farm Bureau is an Equal Opportunity Employer (M/F/D/V).

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Customer Care Manager
Job Code:2022-POLADM-002
Company:Texas Farm Bureau Casualty Insurance Company
Location:Waco, TX
Job Responsibilities:

This position is responsible for the Customer Care Department, including the oversight of the Call Center and Policyholder Services units. 


Call Center: 

Responsible for directing the activities of the call center staff to ensure high quality service is provided to customers; develop and implement procedures for handling calls; and address and resolve complex issues/complaints escalated by the call center staff. 

Implement call center operational strategies including needs assessments; define call center requirements; manage capacity and workloads; effective use of call center technology to enhance the customer experience; manage call center productivity; maintain high-quality customer-service standards (SLAs); use analytics & key metrics to improve the quality of the operations; contribute relevant information and analysis to organizational strategic plans and objectives. 

Maintain and improve call center operations by monitoring system performance; achieving high customer satisfaction & experience; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement; implement quality assurance processes; as well as workforce optimization and resource planning. 

Prepare call center performance reports by collecting, analyzing, and summarizing data and trends. Provide comprehensive call center reporting results to the Vice President of Policy Services & PMO on a regular basis. 

Meet call center objectives by complying with financial and operational budgets; controlling expenses; analyzing variances; and initiating corrective plans. 

Maintain professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; and participating in professional societies.

Policyholder Services: 

Responsible for supervising and leading multiple insurance processing teams in a call center environment processing property & casualty insurance transactions and tasks.

Knowledge of personal lines and commercial lines insurance functions including underwriting and policy administration, providing insurance services to agents and policyholders. 

Understand the insurance processing life cycle to be able to identify process and workflow issues and develop appropriate operational or technology solutions. 

Provide management oversight of (3) or more unit supervisors including monitoring the quality of direct supervision, timeliness and quality of insurance processing transactions and tasks, and the customer service experience. 

Monitor and manage monthly employee productivity and workloads, using various productivity management tools, reports, analytics, and metrics. 

Initiate and lead implementation of process and procedural improvements that drive operational improvements and productivity gains. 

Ensure the department strategy and resources are aligned with organizational financial and operational objectives including strategic alliances with other functional departments. 

Other Essential Functions: 

Responsible for staff recruitment, hiring, onboarding, training, and coaching employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; and enforcing policies and procedures. 

Strong leadership qualities and demonstrated leadership skills with management experience including call center operations, insurance operations, staffing and workload management, performance management, budgeting, training and development, and work force planning. 

Working knowledge of advanced technology to drive efficiency improvements in the operations including the use of Artificial Intelligence. 

Establish operational objectives and priorities that drive and support the Company’s overall strategies and initiatives. 

Proficiency in call center and insurance operational efficiency, standards, best practices, with strong knowledge of property & casualty policy administration services. 

Strong analytical and problem-solving skills with the ability to effectively listen to others and collaboratively share ideas communicating effectively at all levels. 

Effective interpersonal skills in order to coach and lead individuals to their full potential, to meet company objectives, and to work cohesively in a team environment. 

Knowledge of modern call center technology including advanced features such as omni-channel or multi-channel functionality, speech analytics, voice sentiment analysis, call scripting, skills-based & capacity-based call routing, workforce management & optimization tools, reporting & metrics, and post-call surveys. 

Knowledge of core insurance system technology and related sub-systems and functions. 

Strong judgment, decision-making skills, and organizational abilities including problem-solving systematically and creatively. 

Knowledge of insurance operations including process and workflow with the ability to recognize potential improvement opportunities, including productivity gains. 

Ability to lead special projects. 

Other duties as assigned.


Job Qualifications:


Four-year degree from accredited college or university with major in Business, Finance, Economics, Communications, Technology, Insurance, or other related disciplines. 

Advanced degree preferred (MBA, MS, or MA). 

Texas Agent or Producer license required or the ability to obtain within 90 days of employment. 

Insurance industry designations or certifications a plus (CPCU, ARM, CCCM, etc.). 

Extensive experience focused on call center operations and oversight of P&C insurance policy administration. 

Working knowledge of P&C insurance policy transaction processing and operational tasks. 

Knowledge of current call center technology and advanced functionality.

Working knowledge of industry technology solutions in underwriting and policy administration. 

Proficient in Microsoft Office products, including Word, Excel, Power Point, OneNote, and Teams. 

Working knowledge of reporting and analytics tools. 

Polished written and verbal communication.

Ability to share opinion, recommendations, and a plan of action clearly and confidently in written documents, power point presentations, and verbal communications. 

Ability to be self-sufficient and able to independently manage time and operations. 

Creative problem solving, ability to leverage experience and learn from the past to develop new solutions


Other Job Information (if applicable):


Repeated use of PC, telephone, and office machines.

Extended periods of sitting and concentrating.

Occasional bending, twisting, crouching, pulling, pushing and reaching in an office environment.

Occasional lifting and moving items weighing up to 30 lbs.


Schedule may vary – occasional long, irregular hours.

Minimal travel required.

Work to be conducted in office environment owned or leased by company.

REVISED December 2021