Apply on Employer Site

GEICO · 3 hours ago

Senior Director, Customer Service

Tampa, FL

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

GEICO is one of the nation's largest and fastest-growing auto insurers, known for its low rates and outstanding service. They are seeking a highly motivated Senior Director of Customer Service to lead multiple locations, improve customer experience, and drive profitable growth through effective service strategies and team management.

Auto InsuranceFinancial ServicesGovernmentInsuranceInternetMobile

No H1B

Responsibilities

Develop and implement customer service policies, strategies, key initiatives and best practices to improve service quality, efficiency, and effectiveness

Coordinate strategies with other functional areas within GEICO including Sales/ Compliance/ and Product organizations to align service efforts with overall business objectives

Effectively communicate to all levels, especially results through presentations

Lead, coach, and motivate the customer service directors, which includes hiring, training, and setting service standards and KPIs

Guide and mentor associates through performance appraisals, salary adjustments, and disciplinary actions, ensuring a high-performing team

Lead multiple, countrywide locations ensuring resources are aligned, processes are streamlined, and inquiries, issues, and complaints are handled promptly and effectively

Identify efficiency and call reduction opportunities through increased self-service, automation, and process improvement

Monitor and analyze key performance indicators (KPIs), such as response times and customer satisfaction scores, and use the data to make improvements

Ensure appropriate Staff Sufficiency to manage all contacts, meeting service level and abandoned call percentage targets

Establish systems to capture and analyze customer feedback to identify trends and areas for improvement

Work across multiple business partners to ensure compliance with quality standards, identifying efficiency and call reduction opportunities through increased self-service, automation, and process improvement

Effectively communicate to all levels, especially results through presentations

Direct the technical and clerical Service and Underwriting activities

Coordinate strategies with other functional areas including Sales/ Compliance/ and Product organizations

Qualification

P&C insurance operationsCustomer service leadershipRegulatory complianceData analysisUnderwriting principlesCross-functional collaborationEmotional intelligenceProblem-solving skillsLeadership qualitiesCommunication skills

Required

Bachelor's degree in business, insurance, risk management, or related field

8+ years in P&C insurance operations and 3+ years in a senior leadership role (800+ associates) OR 12+ years in call center management

Deep understanding of state and federal insurance regulations, including DOI, NAIC and market conduct requirements - will consider experience with other highly regulated industries

Ability to lead regulatory responses and corrective action plans

Proven ability to design and oversee compliance frameworks for underwriting and product operations

Strong technical knowledge of P&C underwriting principles, rating, contracts, and risk segmentation with a clear track record in driving underwriting efficiency through automation and digital transformation

Experience successfully partnering with legal, actuarial and product teams

Strong understanding of enterprise risk management and compliance metrics

Ability to quantify impacts, understand trends in data and leverage data storytelling to make objective business decisions across multiple locations

Ability to outline a clear vision and influence a group of people to make the vision a reality through resource allocation, structure, and ownership

Expertise in handling heavy customer call volume in a fast paced, results centric environment that requires consistent iteration and urgent action

Attains and maintains the required licenses issued by the state insurance department of various states

Collaborates cross-functionally across multiple business functions to drive significant business improvements and communicate them effectively in a highly complex environment

Exceptional leadership, problem-solving skills, executive reporting and strategic judgment, enabling effective resolution of complex business challenges utilizing strong conflict resolution, organizational and priority setting skills

Proven track record in driving associate engagement at a larger scale and exceeding KPI targets with a clear methodology that is repeatable

Leads with humility and empathy, earning trust and inspiring confidence

Effectively manages and communicates decisions in complex, high-stakes environments. Leads from the front and isn't shy about using their voice

A lifelong learner with critical thinking skills who views situations and challenges through multiple lenses

Attentive, empathetic listener with exceptional character and high emotional intelligence

Preferred

Masters is preferred

Benefits

Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.

Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.

Access to additional benefits like mental healthcare as well as fertility and adoption assistance.

Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.

Company

GEICO

Glassdoor2.7

GEICO, Government Employees Insurance Company, has been providing affordable auto insurance since 1936. It is a sub-organization of Berkshire Hathaway.

Founded in 1936

Chase, Maryland, USA

10001+ employees