Customer Experience Team Lead

Job Overview

Do you have a passion for helping others? Do you dream of a career with a great company, where you can make an impact and help people? Then Platinum Supplemental Insurance is where you need to be. Immerse yourself in a fast-paced, engaging environment where you can make a meaningful difference in customers’ lives. This is your opportunity to make a difference and grow your career.

As a Customer Experience Lead, you will set the vision, direction and culture of your team. To be successful, you will manage individual and team performance expectations and goals, provide individual coaching feedback sessions aimed to improve customer satisfaction, and focus on associate career development. In this supervisory role, you will also monitor performance metrics and associate behaviors while serving as a point of contact for escalated contact resolution, in addition to serving as the liaison between Platinum and third-party administrators and insurance partners.

If this sounds like the next step in your career, and you want to work with a fun, talented team, keep reading and apply today.

 Here’s What You’ll Do in This Role:

• Provide an overall outstanding customer service experience as a top priority
• Proactively check in with customers to ensure satisfaction and retention.
• Provide information over the phone or in person regarding existing products and services, policy preservation, and problem-solving
• Maintain accurate records of customer and agent interactions and transactions, recording details of inquiries, complaints, and comments as well as actions taken
• Assist Platinum Sales Reps with underwriting requirements, product information, and procedures
• Learn and articulate the basic components of several different insurance policy options
• Act as the liaison between Platinum, insurance carrier partners and third-party administrators to support and maintain strong working relationships. 
• Identify opportunities to improve coverage experience and service outcomes.
• Coach and support customer service representatives
• Assists with developmental programs for Customer Service Staff
• Monitor call qualify, follow-up, and customer experience standards.
• Participate in continuing education requirements relevant to new policy changes
• Handle complex and escalated customer service issues
• Delegate tasks as needed to maintain department efficiency

• Adhere to ethical and professional standards included within the Platinum Supplemental Insurance employee handbook
• Adhere to all company policies and procedures including the Platinum Security and Privacy Policies

Preferred Qualifications and Experience:

• Associate’s Degree in Business Administration or equivalent experience, Bachelor’s Degree preferred
• Previous experience working with customers or in claims or administration is a plus
• A commitment to providing friendly, professional and responsive service to all internal and external customers
• Excellent listening skills and a thorough, resourceful approach to problem solving customer questions and concerns
• A team-oriented and positive attitude
• Ability to maintain a high level of organization and confidentiality in a fast-paced environment
• Competency in Microsoft Office programs (Outlook, Word, and Excel)

 Benefits—Why People Like Working Here: 

• Our offices close at 12 p.m. on Fridays, so your typical workweek looks like Monday–Thursday 8 a.m.–5 p.m. in the office and work from home on Friday 8 a.m.–12 p.m. It’s a great way to start the weekend.
• Casual dress. We keep it professional, but we get more done in jeans than suits.
• Friendly, modern office environment with walk-out access to some of Dubuque’s most vibrant lunch options.  
• A daily culture that supports learning, innovation, and ingenuity. This is where your career grows.
• On-site fitness facility
• Excellent compensation and benefits package, including health, dental and vision insurance
• Paid vacation and holidays

Apply TODAY! Join a fun team of people doing important work.

Equal Opportunity Employer:
Platinum Supplemental Insurance is committed to providing equal employment opportunities (EOE) to all employees and applicants for employment without regard to race, color, gender, religion, sexual orientation, national origin, age, disability, marital status, amnesty, or veteran status.