ProSight Specialty Insurance

  • Customer Experience Supervisor

    Job Locations US-CA-Glendale
    Posted Date 1 month ago(1/16/2019 10:48 AM)
    Job ID
    # of Openings
    Customer Experience
  • Overview

    As a supervisor in the Customer Experience organization, you contribute to the success of a dynamic and strong leadership team. You thrive in adversity and your ability to juggle a wide variety of tasks drives you to take on any challenge. Your direct reports are more than just employees as you mentor them to reach their full potential and lead them to exceed professional and career goals. You are calm, cool and collected as you successfully navigate through road blocks to find innovative solutions that will benefit all involved parties. Your ability to communicate and connect with people across multiple levels and departments gives you a greater perspective of support needs that will propel the company forward in its quest to gain efficiencies.


    • Successfully oversee Underwriting Assistants (UA) in CA to ensure department performance goals are met
    • Ensure that workloads are effectively balanced across the team while meeting KPIs
    • Effectively manage, coach, and motivate team members to achieve individual performance goals
    • Collaborate with and influence underwriting partners as necessary to ensure effective and efficient service
    • Produce reports and analysis for weekly (and ad hoc) leadership meetings and scorecard production to facilitate data driven decision making on a timely basis
    • Escalate and monitor issues and trends (systems, training, workflow, etc.) that impede the team’s ability to achieve success.
    • Ensure processes and procedures are continuously improved upon and service level agreements and production/performance standards are delivered in an efficient and professional manner.
    • Create project plans, timelines and deliverables for any assigned CX assignments and projects
    • Act as IT liaison for system enhancements, UAT coordination, and rollout of policy administration system across programs
    • Deliver upon expectations, quality, training and development of staff including contingencies
    • Responsible for hiring, training, leading, developing and retaining employees
    • Responsible for highly professional customer experience focus and response


    • Must have 3-5 years’ experience with Commercial P&C Insurance, prior supervisory experience a plus
    • Deep technical knowledge of renewal rating, processes and procedures
    • Knowledge of applicable insurance products / programs
    • Outstanding planning & organizational skills:time-management, prioritization & attention to detail
    • Demonstrated ability to work at high levels of productivity and quality
    • Infectious customer focused attitude and skills
    • Strong interpersonal, verbal, and written communication skills
    • Demonstrated initiative to complete assignments and obtain results
    • Excellent quantitative, analytical and problem solving skills
    • Embraces new challenges and develops innovative solutions to problems
    • BA/BS degree preferred
    • Strong M.S. Excel skills


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