Service Center Supervisor

Modern Woodmen of America is seeking a dedicated and customer-focused leader to guide and inspire our Service Representatives in the Service Center. Our mission is to create a superior experience for both our members and our team. As a key leader, you will oversee and mentor staff responsible for responding to telephone and digital interactions from 8:00 a.m. to 4:30 p.m., Monday through Friday. Our Service Representatives excel in delivering exceptional service to members and field representatives on a wide range of topics, including Modern Woodmen life insurance, annuities, and fraternal benefits. This leadership role promises a dynamic environment filled with excitement, challenges, and rewarding experiences, where your guidance will be pivotal in driving our team's success.

Modern Woodmen of America is one of the nation’s largest fraternal benefit societies, with assets over $18 billion. Fraternals are unique membership organizations with peculiar names that pair the “member-owned” characteristic of a mutual insurance company with the “social mission” characteristic of a service organization. They unite individuals with common bonds, provide a variety of life insurance and investment products, and form one of the nation’s most effective volunteer networks.

Responsibilities:

• Lead with Modern Woodmen’s organizational values of membership, service, and fraternalism in every interaction by fostering relationships within the department, with members, co-workers, and our financial representatives.
• Celebrate successes and promote a positive and encouraging professional work environment.
• Develop and maintain a high-performing and well-trained team. Challenge others to develop as leaders while serving as a role model and mentor.
• Plan, organize, and administer the daily operations of the Service Center.
• Instruct, answer questions, delegate, and review the work of the Service Center to ensure efficient, timely, and accurate work processing.
• Create, update, recommend improvements, and coordinate the section’s systems and procedures.
• Oversee the creation, planning, and maintenance of Service Center training sessions and materials.
• Comply with, support, and enforce Modern Woodmen’s policies and procedures.
• Communicate and maintain good rapport with colleagues, team members, and field personnel.

What we need:

• Bachelor’s degree and 5 years’ related work experience. LOMA fellowship and ACS designations preferred.
• Advanced knowledge of contact center technologies and metrics. Motivated towards technology adoption.
• Previous leadership with strong emotional intelligence and ability to develop other leaders.

• Transformation-driven service professional who meets the needs of our members and team with a future-focused, goal-oriented mindset.

• Excellent communication skills and habits.
• Ability to coach, mentor, and motivate team members with a proven record of building relationships leading to successful outcomes.
• Willingness to recommend improvements and continuously learn.
• High degree of adaptability and tolerance for ambiguity.

 What we offer:

• Pay: The annual pay range for this position is $60,000-$85,000. The specific rate will depend on the successful candidate’s qualifications and prior experience.
• Work Arrangements: This is a full-time, office focused position: 37.5 hours per week (7.5 hours per day), Monday- Friday, with flexible start time between 7 a.m.-9 a.m. Office focused positions work on-site due to the nature of the work and have limited remote days.
•  Stability: Modern Woodmen has been Modern Since 1883® and exists for our members. We make long-term decisions that provide stability to our employees, financial representatives, and members.
• Respect for personal time: We offer vacation, sick leave and 11 paid holidays. We value your time outside of work and offer careers that blend work and life well.
• Professional growth: Benefit from our commitment to employee development which includes educational offerings to enhance your knowledge of our industry.
• Great culture: We build strong working relationships across our organization through collaborative work and volunteer opportunities.
• A beautiful office: Enjoy a beautiful view! Our home office, located in downtown Rock Island, IL, has a lovely plaza overlooking the Mississippi River.
• On-site café: Our employees can purchase a variety of breakfast, lunch, and beverage options at Café 1883.
• A thriving local community: Not from the Quad Cities and hesitant to consider relocation? Give it some thought. The Quad Cities offers an idyllic Midwestern lifestyle along the mighty Mississippi and consistently ranks at the top of the list for quality of life and cost of living. It’s home to more than our share of artists, festivals, and fun in every season.
• Exceptional benefits: Our comprehensive benefits package is designed to support your health and financial well-being. Benefits include:
  • Company-paid retirement plan
  • Matching 401(k) plan
  • Employee Impact Bonus
  • Medical, dental and prescription drug insurance. We pay 100% of employees’ health insurance premium and 50% of employee dependents’ premiums.
  • Group term life insurance
  • Long-term and short-term disability.
  • Voluntary benefits: vision, flexible savings accounts (FSA), accident insurance

Modern Woodmen is an equal opportunity employer. Modern Woodmen is committed to providing a respectful environment where each person’s diverse opinions, attitudes, attributes, and feelings are respected.

Salary : $60,000 - $85,000