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 Associate Manager
Job Code:2022-POLSIXMO-010
Company:Texas Farm Bureau Casualty Insurance Company
Location:Waco, TX
Status:Full-time
  
Job Responsibilities:

The Customer Care Associate Manager leads and directs a team of Customer Care Representatives providing exceptional, primary support for members, agency force, and county staff in an omni-channel contact center environment.  Member support includes insurance policy product support and user support for online insurance services.  Agency force and county staff support includes member support elements as well as user support for core insurance processing systems. 

The Customer Care Associate Manager is also responsible for ensuring compliance with regulatory, rating, and underwriting guidelines associated with the maintenance of the insurance products supported. 

MAJOR RESPONSIBILITIES AND AUTHORITY 

Customer Care Team 

Recruit, interview, and select Customer Care Representative (CCR) candidates. 

Oversee CCR licensing administration and maintenance to comply with licensing requirements including training, exam, and continuing education for renewal. 

Administer training program for CCRs to include:

  • Contact Center operations
  • Member online account services
  • Policy administration, billing, workflow, document management, and other insurance processing systems
  • Underwriting guidelines and regulations
  • Company policies 

Evaluate and assess CCR’s job performance regularly providing consistent, positive, encouraging communication:

  • Contact Center customer service KPIs, scripts, procedures, and established service levels
  • Policy processing and Contact Center processes and procedures
  • Production and quality standards
  • Underwriting guidelines and regulations 

Provide coaching and additional training as necessary to improve CCR performance. 

Recommend appropriate personnel action, if necessary, including disciplinary action as required. 

Approve time records and report estimated overtime to Vice President Policy Services for approval. 

Policy Administration and Billing Services 

Manage team providing primary support for members, agency force, and county staff including:

  • Issuing, rating, billing, and maintaining members’ insurance products
  • Insurance policy and billing analysis, correspondence, and other policy maintenance activities
  • Member user support for online account services
  • Agency force and county staff user support for policy administration, billing, and other insurance processing systems 

Provide regular workforce management reporting and analysis. 

Adjust work schedules based on intra-day management analysis to meet production objectives. 

Review production processes for member experience, efficiency and effectiveness and recommend implementation of processes and procedures for continuous improvement in these areas. 

Contact Center Administration 

Implement, update, and administer workforce management tools. 

Develop and analyze workforce management data and provide regular reporting of Contact Center performance for management review. 

Analyze historical activity and forecast workload and staffing requirements. 

Schedule staff to meet forecast requirements and achieve service objectives. 

Adjust work schedules based on intra-day management analysis to meet member service objectives. 

Review Contact Center member experience, efficiency and effectiveness and recommend implementation of processes and procedures for continuous improvement in these areas. 

Serve as subject matter expert (SME) for Contact Center projects/upgrades. 

Other Policy Services and Contact Center Support 

Provide primary support for escalated member service issues as necessary ensuring timely, accurate and effective resolution. 

Provide support to Finance, Actuary, Underwriting, Claims, Information Systems, Membership, Legal and other departments, as necessary. 

Serve as SME on multi-departmental collaborative teams for systems, process, and procedures updates and enhancements. 

Implement insurance policy rate, endorsement, contractual, or other enhancements as required by the Company or regulatory entities. 

Ensure compliance with regulatory, rating, and underwriting guidelines associated with the maintenance of insurance products. 

Work with the Project Management Office assisting with quality assurance verification of system, process, and procedures updates and enhancements. 

Assist in preparation of budgets, budget projections, tracking, managing, and approval of invoices related to projects and regular departmental expenses. 

Implement corporate and departmental policies, procedures, and standards in conjunction with management. 

Participate in meetings/conferences for agents and county staff and provide updates on ongoing projects, member service initiatives, and resolutions to system, process, and procedures issues. 

Comply with the Certified Fleet Operator requirements of the Company Driving and Safety Policy. 

Other duties as assigned.

 

Job Qualifications:

MINIMUM POSITION QUALIFICATIONS 

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

Advanced degree (MBA, MS, or MA) and/or insurance industry designations or certifications (CPCU, ARM, CCCM, etc.) preferred. 

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

Previous supervisor experience - property and casualty insurance industry preferred. 

Exceptional leadership and interpersonal skills demonstrated by experience in motivating, coaching, and building teams to meet and exceed service level objectives. 

Previous experience in contact center operations with knowledge of current contact center technology. 

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

Self-sufficient and able to independently manage time and operations. 

Working knowledge of property and casualty insurance policy processing and processing systems. 

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

Valid Texas driver’s license and driving record at the time of hire which would not place the employee on probation, or disqualify the employee from Certified Fleet Operator Status, under the company Driving and Safety Policy. 

 

 

 

 

Other Job Information (if applicable):

PHYSICAL REQUIREMENTS 

Continuous 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. 

WORKING CONDITIONS 

Frequent long, irregular work hours. 

Travel as required. 

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

 

REVISED October 2022