Customer Experience Manager

Customer Experience Manager

Job Overview : Lead and manage the Annuity Customer Experience (ACE) Team in providing exceptional customer service, accurate policy administration, and efficient processing of policyowner service forms. Promote SILAC's mission, values, and product offerings while fostering customer satisfaction and loyalty. Collaborate with other ACE Management team members and Director to address and resolve operational challenges. Establish and implement procedures, standards, and strategies for phone and written communications to meet short- and long-term department goals.

Department Overview : Develop expertise across specialty areas, maintain current knowledge of SILAC's processes and products, and cultivate strong relationships with internal and external stakeholders. Support external business partners, collaborate with Legal on Department of Insurance complaints, and contribute to product development initiatives.

Job Details

Team Leadership - Provide direction and guidance to the ACE team to achieve department objectives. Monitor team performance, track statistics for the team, provide coaching, and present disciplinary action helping ensure adherence to company policies and service standards. Act as the first point of contact for employee relation matters like, addressing concerns, providing guidance, escalating matters when necessary to ensure positive and compliant work.

Call Management - Oversee inbound and outbound call operations to ensure timely, accurate, and personalized assistance for inquiries related to policy administration, claims, application status, and complaints. Facilitate call coordination to maintain continuous phone coverage during fluctuations in call volume. Schedule phone and processing time for yourself on a regular basis to maintain knowledge by keeping up on skills in support of the team.

Processes and Procedures - Develop, implement, and refine procedures that prioritize efficient and customer-focused service. Regularly engage with team members to evaluate process effectiveness and identify opportunities for improvement.

Training and Development - Support onboarding and training for new team members. Provide ongoing development opportunities to ensure the ACE team maintains high performance and adapts to new processes or changes in product offerings.

Escalated Calls and Issue Resolution - Handle complex and escalated customer interactions with professionalism, empathy, and effective problem-solving. Empower team members to address issues with confidence while offering guidance when necessary.

Documentation Management - Assist in creating, updating, and maintaining accurate documentation for service actions, including fraud, privacy incidents, complaints, compliments, and suggestions. Ensure compliance with company standards and regulatory requirements.

Research and Problem-Solving - Investigate and resolve complex issues related to annuity policies, claims, and withdrawals. Stay current on product changes and industry trends to ensure accurate responses to inquiries.

Communication - Foster clear, professional communication with policyowners, agents, and internal teams. Monitor team chat to provide real-time assistance and ensure accurate information is relayed. Collaborate with workforce and other members of leadership to address team needs and implement solutions.

Special Projects - Take on additional responsibilities or projects as directed by the Director or Vice President of Operations.

Job Requirements

Required

• 5 years of experience in customer service, with leadership experience preferred.
• Ability to manage and motivate a dynamic team in a fast-paced environment.
• Advanced proficiency in annuity product knowledge, guidelines, and related forms.
• Expertise in annuity intake and policy administration service software.
• Strong problem-solving and decision-making skills with a focus on prompt resolution.
• Excellent verbal and written communication skills, including the ability to explain complex information simply and effectively.
• Exceptional organizational skills, attention to detail, and ability to meet deadlines.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Flexibility to work hours that align with phone coverage standards.
• Adaptability and resilience in responding to changing priorities, with the ability to maintain productivity and focus when shifting direction or managing evolving project goals.
• Proven ability to adapt to changing priorities while maintaining high service standards.
• Commitment to professional development and continuous learning.

Desired

BENEFITS :

Communication during the recruitment process regarding interview requests or job offers will come directly from a recruiting team member with a silacins email address.

At SILAC, we celebrate a diverse and inclusive work environment, where we honor and support varying backgrounds, beliefs, and perspectives for the benefit of our business, including our employees and products. We are proud to be an equal-opportunity workplace and strive to be a place where every employee feels they belong. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. If you have a disability or a special need that requires accommodation, please let us know.

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