Supervise, coach, and develop customer care representatives to meet performance, quality, and compliance standards
Serve as the primary escalation point for complex client inquiries, policy questions, and service issues
Monitor daily workflow, call queues, and service levels to ensure timely response and resolution
Review and audit customer interactions for accuracy, professionalism, and adherence to regulatory requirements
Collaborate with account managers, brokers, and underwriting partners to resolve client concerns and support policy servicing
Train new team members on systems, procedures, product knowledge, and customer service best practices
Analyze service trends and provide recommendations to improve processes, reduce errors, and enhance the customer experience
Prepare performance reports and deliver feedback to team members and management
Ensure compliance with insurance regulations, data privacy standards, and internal policies
Support change management initiatives, system updates, and new product rollouts

Strong understanding of insurance terminology, policy servicing, and regulatory requirements
Excellent communication, coaching, and conflict-resolution skills
Ability to manage multiple priorities in a fast-paced, compliance-driven environment
A customer-centric mindset with a focus on accuracy, empathy, and professionalism
High school diploma or equivalent, required, college degree preferred
5+ years’ experience in customer service within an insurance brokerage or related financial services environment
3+ years’ proven leadership experience, ideally in a team lead or supervisory role
Proficiency with CRM systems, agency management platforms, and standard office software
Insurance licenses (e.g., P&C) or willingness to obtain them within 90 days of employment
Experience with process improvement methodologies, preferred

Customer Care Supervisor

Key skills