Crum & Forster Company Overview

Travel Insured International, a Crum & Forster company, is hiring for a Customer Service Manager.

Travel Insured International is a leading travel insurance provider with more than 30 years in business. As a key component of our Specialty Business Unit, within the Accident & Health division, TII provides travel protection plans to help each individual travel confidently. Travel Insured International is proud to offer products to consumers and to agency partners of all sizes. We're committed to providing dependable coverage, great value, and end-to-end satisfaction for all customers.

The highly motivated, team-oriented Manager oversees the day-to-day operations of assigned teams and is responsible for evaluating performance and providing feedback, assisting in the implementation of improvement projects, assisting with customer escalations, and providing ongoing support to teams. Managers will be expected to maintain team performance and quality standards based on established metrics and benchmarks. They will possess strong leadership, critical thinking skills, and a passion for innovation and motivation.

Job Description

What you will do:

Model high standards of delivering and promoting excellent customer service.
Provide resolution on escalated customer inquiries.
Demonstrate effective coaching and development of front-line representatives specific to quality, efficiency, culture, and communication skills.
Evaluate monthly and annual performance.
Champion change management and successfully support your team through ongoing evolution within the department and the company.
Leverage reporting and dashboards to proactively identify trends and create/implement relevant action plans to drive results.
Influence strategic improvement initiatives in support of customer experience
Participate and/or lead departmental projects for product launches, workflow improvements, and technology enhancements.
Host virtual engagement activities and events at the team and department level.
Conduct interviews and hiring for Customer Service Representative and Team Lead roles.
Partner cross-departmentally with other leaders on ad hoc projects, complex customer situations, and process improvements.

What YOU Will Bring To C&F

Proven ability to drive positive changes through coaching and development.
Demonstrated customer-first approach, consistently prioritizing customer needs and satisfaction in all interactions and decisions.
Success working independently and as part of a team.
Excellent time management skills and ability to adjust to changing priorities throughout the workday. Exhibit strong critical thinking, problem-solving, and decision-making skills.
Desire to be a continuous learner.

Requirements

Bachelor's degree or equivalent experience is required
A minimum of 5 years of related experience is required
A minimum of 1-2 years of leadership experience is required; call center experience preferred
Strong written and oral communication skills that transcend analytical, facilitation, coaching, negotiation, problem solving, and training responsibilities.
Knowledge of common call center technology
Knowledge of insurance and/or financial industry preferred
Demonstrated use of quantitative and financial information to monitor overall call center performance
Experience with support channels including telephone, email, and MS Teams chat

What C&F Will Bring To You

What C&F will bring to YOU:

Competitive compensation package
Generous 401K employer match
Employee Stock Purchase plan with employer matching
Generous Paid Time Off
Excellent benefits that go beyond health, dental & vision. Our programs are focused on your whole family's wellness including your physical, mental and financial wellbeing
A core C&F tenant is owning your career development, so we provide a wealth of ways for you to keep learning, including tuition reimbursement, industry related certifications and professional training to keep you progressing on your chosen path
A dynamic, ambitious, fun and exciting work environment
We believe you do well by doing good and want to encourage a spirit of social and community responsibility, matching donation program, volunteer opportunities, and an employee driven corporate giving program that lets you participate and support your community

At C&F you will BELONG

We value inclusivity and diversity. We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you require a special accommodation, please let us know.

For California Residents Only: Information collected and processed as part of your career profile and any job applications you choose to submit are subject to our privacy notices and policies, visit https://www.cfins.com/onlineprivacypolicy/ca/noticeatcollection/ for more information.

Crum & Forster is committed to ensuring a workplace free from discriminatory pay disparities and complying with applicable pay equity laws. Salary ranges are available for all positions at this location, taking into account roles with a comparable level of responsibility and impact in the relevant labor market and these salary ranges are regularly reviewed and adjusted in accordance with prevailing market conditions. The annualized base pay for the advertised position, located in the specified area, ranges from a minimum of $53,200 to a maximum of $100,000. The actual compensation is determined by various factors, including but not limited to the market pay for the jobs at each level, the responsibilities and skills required for each job, and the employee's contribution (performance) in that role. To be considered within market range, a salary is at or above the minimum of the range. You may also have the opportunity to participate in discretionary equity (stock) based compensation and/or performance-based variable pay programs.

Manager, Customer Service

Job Type