Remote Customer Service Supervisor Jobs in Rome, NY

The Company

At Utica National Insurance Group, 1,400 employees countrywide take our corporate promise to heart every day: To make people feel secure, appreciated, and respected.

Utica National Insurance Group is an "A" rated $2.0B award-winning, nationally recognized property & casualty insurance carrier.

Operating along the Eastern half of the United States, based in our Home Office in Central New York, with Regional Office locations including NYC, Dallas and Charlotte.

Our Mission is to continually meet the needs of our policyholders, agent/customers and employees resulting in sustainable profitable growth in an increasingly competitive marketplace.

We are proud to sell our products through more than 2,200 independent insurance agents around the country as we have been since 1928. These agents provide their clients with valuable insight and resources. And, as the second-largest insurer of Agents’ Errors and Omissions (E&O) business in the United States, we insure many of the agents who work with our policyholders. 

Our purpose is to make people feel secure, appreciated, and respected.  These Values define the character of our employees. They personify Utica National – describing what it means to “be Utica National” and how we approach doing business.  Together, with our agents, we are committed to providing our mutual policyholders with valuable services and products to help them feel secure.

What you will do:

Essential Functions:

• Responsible for the application of established procedures and methods applicable to the supervision area assigned. Must be capable of supervising any Operations Unit.
• Possess a thorough understanding of Company automation; workflows, and manual processes.
• Demonstrate the ability and knowledge to understand and interpret Underwriting principles and successfully disseminate to staff.
• Interact on a regular basis with Management (HO or Regional), Services IT, and/or customers to ensure staff is coordinating activities to meet all processing metrics delivering regular, results-driven feedback and reporting activity tied to Company standards.
• Responsible for hiring, developing, motivating, supervising and retaining operations staff ensuring the most effective use of resources, while minimizing impact on service.
• Coach and develop staff by providing clarity, direction and support that improves employee competencies, knowledge and behaviors that lead to overall success. Identify needs to ensure staff received necessary training to successfully perform job functions.
• Ascertain quality of team results using the findings to initiate and establish improved documentation, workarounds, and related staff training requirements. Evaluate performance ensuring staff is adhering to corporate guidelines.
• Initiate altered work processes to address problems and/or opportunities as they affect or represent deviations from established procedures in accordance with Company protocols.
• Ensure completion of performance reviews, including goal setting, executing plans to retain high potential employees and address low performers.
• Ensure Compliance with company policies, filings, and regulations.
• Provide analysis on problem policies and work with IT and underwriting to find resolutions and fix the problems at hand.
• Provide guidance/assistance to underwriting staff on workflow, policy guidelines, system limitations.
• Facilitating training on system/rating changes affecting end users.
• Every month, ensure that any business within our workflow is completed on time as well as, but not limited to, running compro reports to analyze the status of any outstanding business for the month and taking appropriate action on necessary items. 
• Performs other duties as assigned.
• Conforms with all corporate policies and procedures.

What you will need:

Education: Bachelor's Degree preferred.

Experience: 2-4 years Service-oriented leadership role with progressive development and demonstrated success in developing and executing policies, procedures and protocols preferred.

Salary: $73,100 - $103,000

The final salary to be paid and position within the internal salary range is reflective of the employee’s work experience, their geographic location, education, certification(s), scope and responsibilities in the role, and additional qualifications.

Benefits:                              

We believe strongly that talented people are core to our success and are attracted to companies that provide competitive pay, comprehensive benefits packages, career advancement and challenging work opportunities. We offer a Comprehensive Benefits Plan for full time employees that include the following:

• Medical and Prescription Drug Benefit
• Dental Benefit
• Vision Benefit
• Life Insurance and Disability Benefits 
• 401(k) Profit Sharing and Investment Plan (Includes annual Company financial contribution and discretionary Profit Sharing contribution based upon annual company financial results)
• Health Savings Account (HSA) 
• Flexible Spending Accounts 
• Tuition Assistance, Training, and Professional Designations
• Company-Paid Family Leave
• Adoption/Surrogacy Assistance Benefit
• Voluntary Benefits - Group Accident Insurance, Hospital Indemnity, Critical Illness, Legal, ID Theft Protection, Pet Insurance
• Student Loan Refinancing Services
• Care.com Membership with Back-up Care, Senior Solutions
• Business Travel Accident Insurance
• Matching Gifts program
• Paid Volunteer Day
• Employee Referral Award Program
• Wellness programs
• Personal Insurance Discount

Additional Information:

This position is a full time salaried, exempt (non overtime eligible) position.

As part of our hiring process, candidates who have accepted a formal offer must be willing to undergo a comprehensive background check and drug screen; additional screening for credit or MVR may be required for some positions.

Utica National is an Equal Opportunity Employer.

Apply now and find out what it’s like to be a part of an amazing team, thrive in an exciting environment and work for a company you can be proud of. Once you complete your application, you can monitor your status in the hiring process by logging into your profile. A representative from our Talent Acquisition team will be in touch regarding any change in your candidacy. 

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