Supervisor II Customer Service (Group Insurance Claims Management)
Location: Omaha, Nebraska
Description: Mutual of Omaha is currently interviewing Supervisor II Customer Service (Group Insurance Claims Management) right now, this position will be reside in Nebraska. For complete informations about this position opportunity please give attention to these descriptions. Founded in 1909, Mutual of Omaha is a solid, family-oriented company that's reliable, trustworthy, knowledgeable and caring. We are a full-service, multi-line provider of insurance and financial services products for individuals, businesses and groups throughout the United States. We are committed to providing outstanding service to our policyholders. Our commitment to customer service is the cornerstone of our vision and values.
Supervises and supports team functions involving a high level of product complexity and/or financial risk within a customer service department. Oversees performance of subordinates and execution of department, division, and Company initiatives to improve business processes and foster profitable growth. Responsible for the monitoring and coaching of subordinate staff to ensure performance expectations are met. Conducts short range planning and assists with planning and implementing long range organizational projects and initiatives.
Accountabilities:
Plans, organizes, staffs, leads and controls activities pertaining to a department to include: planning projects and capital and human resource budgets; interviewing, selecting and training subordinate staff; monitoring and appraising performance of subordinates to hold them accountable for end results including human resource management; coaching and motivating subordinates; administers disciplinary action as needed; administers compensation to subordinates; and ensures the department complies with affirmative action guidelines.
Monitors work progress and performance by service operational metrics and observations of staff to maintain the quality, quantity and time service of work produced by the department within established standards. Implements and monitors quality assurance processes. Prepares and provides reports to management documenting the business results of the department. Reviews department reports and corrects discrepancies to avoid reporting errors. Schedules and coordinates management of peak volumes and need-driven staff allocations. Collaborates with supporting departments to resolve any service delivery, system, and/or quality issues. Utilizing appropriate business judgement and sound customer service skills, provides effective support to internal stakeholders and/or external customers. May delegate productivity, quality, and/or time service monitoring functions to specialist, as appropriate and provides necessary oversight to the execution of these functions.
Remains abreast of pertinent federal and state legislation affecting business processing and customer/producer handling. Ensures all departmental activities support the division's effort to meet or exceed corporate policies, procedures, and/or directives while meeting or exceeding expense management objectives. Assesses and analyzes any areas of procedural non-compliance, modifies and/or enhances existing processes, and initiates corrective actions where appropriate. Leads and/or participates in cross-functional work groups that analyze, develop and implement processes, procedures and activities that enhance corporate profitability, efficiency and/or quality. Leads the development of short range business plans and budgets. Leads and/or participates in the planning and execution of organizational initiatives.
Effectively represents the department as a subject matter expert within and outside of the division/operation. Interacts frequently with key external customers and internal stakeholders. Handles a significant volume of escalated issues. Exercises appropriate discretion in formulating and implementing department business decisions. Works with the Law Division on any legal matters, and may participate in depositions or trials. Reviews, analyzes and takes appropriate action to resolve customer issues, attorney inquiries, Presidential correspondence, insurance department, consumer, or producer threats, complaints and inquiries.
Develops staff through training, communication and delegation of responsibility. Establishes, implements and monitors training requirements and effectiveness. Develops and demonstrates strong leadership skills in the areas of talent, visionary and business leadership.
Strong human relations skills with demonstrated ability to work with both internal and external customers to resolve issues and exert influence as appropriate
Personal computer operation with skills in various software applications, including word processing, spreadsheet, electronic mail and presentation
Seasoned supervisory or leadership experience (1 year preferred)
Disability product knowledge (2 years or more required)
Extensive distribution and industry knowledge
Claims processing experience (1 year or more required)
Strong judgement, communication, presentation, planning, and organizational skills
Effective analytical, problem-solving, and decision-making skills
Understanding of Corporate policies, philosophies, and objectives
Ability to work effectively in a fast-paced, dynamic environment
Physical Requirements for the Essential Job Functions:
Key-boarding/Writing/Pinching (working primarily with fingers) 34-66% of the time Handling (working primarily with hands such as grasping, turning, sorting) 1-33% of the time Sitting >66% of the time Standing/Walking 1-33% of the time Talking (required use of voice) > 66% of the time Near Vision - Visual Acuity at 20 inches or less >66% of the time Far Vision - Visual Acuity at 20 feet or more 1-33% of the time Hearing > 66% of the time Travel 1-33% of the time Lifting/Carrying at 10-19 lbs, 1-32 reps per day/or 1-33% Pushing/Pulling at 10-19 lbs, 1-32 reps per day/or 1-33%
Mutual of Omaha is an Equal Opportunity Employer
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If you were eligible to this position, please deliver us your resume, with salary requirements and a resume to Mutual of Omaha.
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This position will be opened on: Wed, 08 Aug 2012 20:04:19 GMT
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