POSITION OVERVIEW

　　MCI is seeking an experienced Insurance Call Center Customer Service Director experienced in Property and Casualty and Life insurance to support complex business process outsourcing accounts. In this role, you will be responsible for managing team development, issue resolution, and monitoring the metrics and KPIs of the agents and the team.

　　In this role you will p lan, direct and coordinate the work of call center insurance managers engaged in assisting policy holders with coverage limits, claim information, and general account questions. This is a senior-level position requiring experience in the P&C industry and account management. Experience in BPO insurance contracts, call center operations, customer services and/or retention is preferred. In addition, candidates for this role should be strong public speakers, excellent at building strong professional relationships, display a high degree of ownership, and possess a strong work ethic.

　　To be considered for this role, you must complete a full application on our company careers page, including all screening questions and a brief pre-employment test.

　　SALARY

　　Commensurate

　　POSITION RESPONSIBILITIES

　　Customer Service Directors manage the day-to-day client relationship, including strategic planning, change management, process creation, adherence, and service delivery. In this role, you will be the primary point of contact for our P&C clients and the MCI operations and shared services team.

　　Our Directors are responsible for the following tasks:

　　Develop a detailed understanding of client products and services

　　Conduct audits to ensure employee compliance with internal and external policies.

　　Provide hands-on team leadership, problem-solving, and coaching

　　Manage growth and oversee the customer service operations

　　Improve and strengthen existing programs

　　Provide input, innovation, and support to a team of supervisors and team leads

　　Project management of new launches and initiatives, including process design and implementation

　　Ensure program efficiency and financial performance

　　Perform insurance functions as needed, including processing claims, billings, and policy changes

　　CANDIDATE QUALIFICATIONS

　　Qualified candidates will be willing to learn new products, processes, and technology. In addition, candidates should be positive, driven, and confident individuals that will professionally represent the company and its customers.

　　Other Customer Service Director Qualifications Include:

　　Requires 10+ years of insurance experience building and managing Property and Casualty and Life insurance programs and a proven track record of inside sales management

　　Bachelor's Degree in Management, Marketing, or Sales, or equivalent experience preferred

　　Professional designation (CPCU/CIC/AAI/CISR) preferred

　　Ability to work professionally in a fast-paced environment

　　Proficient in Microsoft Office Suite products

　　Experience managing complex business processes

　　Insurance sales and underwriting experience

　　Risk management skills

　　Effective communication skills

　　Problem-solving and analytical ability

　　High school diploma or equivalent

　　COMPENSATION DETAILS

　　WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

　　We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

　　Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.

　　JUST A FEW OF THE BENEFITS

　　Medical, Dental, and Vision Coverage Options

　　Paid Time-Off

　　Regular Raises

　　Work-at-Home Opportunities

　　Advancement Opportunity

　　Fun, Engaging Work Environment

　　Casual Dress Code

　　Cash and Prize Contests

　　PHYSICAL REQUIREMENTS

　　This job operates in a professional office environment. While performing the duties of this job, the employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.

　　CONDITIONS OF EMPLOYMENT

　　Must be authorized to work in their country of residence (The United States or Canada)

　　Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results

　　Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

　　REASONABLE ACCOMMODATION

　　Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and affiliates to provide reasonable accommodation when requested by a qualified applicant or employee with a disability unless such accommodation would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodation is needed, please contact Kate Murph, Vice President of Human Resources, [email protected].

　　EQUAL OPPORTUNITY EMPLOYER

　　At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our community. All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination, one where employees are treated with dignity and respect. All employees share in the responsibility for fulfilling MCI's commitment to a diverse and equal opportunity work environment.

　　MCI does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.

　　MCI will not tolerate discrimination or harassment based on any of these characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits , social and recreational programs, and discipline . In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.

　　ABOUT MCI (PARENT COMPANY)

　　MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services.

　　In 2019 Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa’s Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI’s subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times respectively. MCI has fifteen business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Texas, Massachusetts, New Hampshire, South Dakota, New Mexico, California, Kansas, and Nova Scotia.

　　Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have a synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).

　　................

　　The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks listed in this job description.

　　The employer has the right to revise this job description at any time. This job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.

　　ID2024-38814

　　Updated Date1/16/2024

　　DepartmentInsurance Management Positions

　　ScheduleBusiness Hours

　　BonusYes

　　Wage DescriptionCommensurate

　　EducationHigh School Diploma/GED

　　Min. Years Experience10

　　Company/BrandMCI

　　Location : LocationUS-KS-Wichita

　　Career LevelMid-Level

　　Employment TypeFull-Time

　　Reports ToSupervisor