Michigan Farm Bureau Family of Companies · 5 hours ago
P/C Customer Operations Supervisor
Lansing, MI
Full-time
Hybrid
Senior Level
$73K/yr - $73K/yr
5+ years expFarm Bureau Mutual Insurance Company of Michigan is seeking a P/C Customer Operations Supervisor to assist in leading a high-performing Customer Service Team. The role focuses on delivering exceptional customer experiences, resolving policy issues, and developing team performance strategies.
AgricultureFarming
Responsibilities
To assist the Manager of P/C Customer and Premium Control Operations in leading and developing a high-performing Property/Casualty (P/C) Customer Service Team that delivers an extraordinary customer experience to policyholders and over 400 agents and their field office staff promptly and professionally
To ensure the team effectively addresses policy, billing, member benefits, and web-related questions and concerns from internal and external customers across all personal and commercial lines of business via phone, email, chat, and website
To oversee the proactive research and resolution of policy issues and online account technical issues, ensuring accurate documentation and reporting back to agent offices
Develop and build high-performing teams to achieve an extraordinary customer experience for Michigan Farm Bureau members and Farm Bureau Insurance policyholders, agents, and agents’ office staff
Contribute to the strategic direction of the P/C Customer and Premium Control Operations by collaborating with the Manager in developing and implementing innovative strategies to enhance oversight, streamline processes, and optimize customer interactions and related functions
Cultivate a high-performing P/C Customer Service team by actively coaching, developing, and evaluating staff performance
Implement performance management strategies, including performance improvement plans as needed, and conduct structured one-on-one sessions, quarterly professional development reviews, and performance appraisals following HR guidelines to optimize individual and team contributions
Qualification
Required
Bachelor's Degree in business administration, management, insurance, finance or related field required, or equivalent experience may be considered
Three years in a contact center management role is required, or equivalent experience may be considered
Five or more years of contact center or professional office experience required
Six or more years of experience in insurance processing and customer service activities required
Must possess an active Michigan Resident Producer P/C License required or must obtain within 6 months of hire
Proficient ability to analyze data, performance metrics, and staffing trends to drive improvements required
Advanced ability to learn new technologies required
Five or more years of experience with proven skills in the Microsoft suite of applications, including OneNote, PowerPoint, Word, and Outlook, required
Preferred
Designations in AINS, ACS, or AIS preferred
Bilingual skills preferred
Company
Michigan Farm Bureau Family of Companies
Michigan Farm Bureau and the following Affiliated Companies constitute the Michigan Farm Bureau Family of Companies: Michigan Farm Bureau, Farm Bureau Mutual Insurance Company of Michigan, Farm Bureau Life Insurance Company of Michigan, Great Lakes Ag Labor Services, LLC, MFB, Inc., Michigan Agricultural Cooperative Marketing Association, Inc.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Scott Piggott
Chief Operating Officer
Patrick Carpenter
Managing Partner
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