Bankers Fidelity Life Insurance Company® · 19 hours ago
Group Customer Care Manager
Brookhaven, GA, US
Full-time
Onsite
Senior Level
5+ years expBankers Fidelity Life Insurance Company® is seeking a Group Customer Care Manager to oversee all aspects of group voluntary benefits insurance administration. This role includes managing operations, leading a team, and ensuring exceptional service delivery to customers while upholding the company's standards.
Insurance
Responsibilities
Manage day-to-day operations of group policy administration, billing, customer service, account management and claims inquiries to ensure adherence to company policies, regulatory requirements, and service level agreements. Ensure timely and successful service delivery to internal and external customers
Lead and mentor team members. Foster a culture of collaboration, continuous improvement, and customer-centricity. Develop long-lasting, trusted-advisor relationships with plan administrators and key customer stakeholders
Develop training programs and resources for new hires as well as ongoing skills enhancement for current team members. Ensure the team is equipped with necessary technical knowledge and customer service skills to exceed customer expectations
Identify opportunities to streamline operations, enhance efficiency, and improve quality through process redesign, automation, and implementation of best practices
Oversee financial transactions related to premiums, claims payments, and reimbursements. Ensure accuracy, compliance, and efficient funds management
Collaborate closely with customer service teams to resolve escalated issues, provide guidance on complex cases, and ensure timely resolution of customer and broker inquiries. Deliver strong and strategic relationship management, communication, and reporting. Identify and remediate issues
Work closely with underwriting teams to review and assess policy applications, endorsements, and renewals. Ensure accuracy and compliance with underwriting guidelines
Monitor and assess operational risks, develop mitigation strategies, and implement controls to safeguard company assets and maintain regulatory compliance
Qualification
Required
Minimum two to four years of experience in Group Insurance operations
Three or more years of experience leading insurance operations with a focus on group life and health products
Bachelor's degree in Business Administration, Insurance, Finance, or related field
Strong understanding of the life and health insurance industry, insurance policies, claims processing, underwriting, risk management principles, privacy, and regulatory compliance
Experience in leading cross-functional teams and managing operations to drive efficiency and exceptional customer service in a complex operational environment
Demonstrated expertise training, developing, coaching, and mentoring a diverse team
Strong analytical skills with the ability to interpret data, identify trends, make data-driven decisions, analyze performance metrics, and implement strategies for improvement
Exceptional attention to detail to ensure accuracy in processing and documentation
Excellent verbal and written communication skills, ability to interact effectively with internal and external stakeholders, strong negotiation and conflict resolution skills
Demonstrated experience improving processes and driving efficiency
Ability to handle multiple tasks efficiently, prioritize work, and manage time, people, and projects efficiently in a high-volume environment
Proven ability to effectively influence others and resolve client and technical issues
Proficiency with Microsoft Office Suite particularly Excel (VLOOKUP & Pivot Tables), Word, PowerPoint, Outlook, and Teams
Strong commitment to ethical standards in healthcare billing and fraud prevention
Flexibility to adapt to changing industry trends, company policies, and stakeholder needs
Ability to work collaboratively with internal and external stakeholders
Superior customer service skills and commitment to excellence
Preferred
Master's degree
Experience in process improvement and workflow optimization using process-improvement methodologies such as Six Sigma or Lean
Company
Bankers Fidelity Life Insurance Company®
For over 65 years, Bankers Fidelity Life Insurance Company has provided tens of thousands of Americans with valuable, customer-oriented insurance products.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Corey Jones
Director, Partner Relations
Company data provided by crunchbase