Contact Supervisor II

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Job Title

Contact Supervisor II

Requisition Number

R1297 Contact Supervisor II (Open)


Henderson, Nevada

Additional Locations

Job Information

Job Summary:

As a supervisor within our Agent Service Team, you will be leading a team of licensed insurance professionals supporting the day to day needs of our sales agents through such functions as: underwriting, system support, and billing. Responsibilities will be focused on driving results, exercising insurance acumen to resolve policy escalations, fostering a team culture based on service, identifying opportunities for process improvement and innovation, and the coaching and development of employees. All of these activities will be guided by and in accordance with our CSAA values of:

  • We are caring
  • We have humility
  • We have the courage to do the right thing
  • We keep our commitments
  • We are innovative and continuously pursue excellence
  • We are diverse and inclusive

Essential Functions / Principal Responsibilities:

  • Hire, train, motivate, and manage performance of licensed insurance service staff in order to ensure service delivery excellence consistent with the CSAA IG brand.
  • Direct, supervise and evaluate workflow, schedule adherence, and call performance metrics.
  • Oversee production tasks ensuring service level and quality expectations are met.
  • Anticipate and problem solve for issues that can impact team operations related to system and/or business changes.
  • Collaborate with other work groups on interdepartmental policies, processes, and procedures. Identify and implement process improvements.
  • Coach and mentor staff by providing training, feedback regarding performance, and development planning.
  • Contribute in the development of strategic plans and develop tactical plans for area(s) of responsibility.
  • Strong knowledge of insurance products, processes, protocols and procedures with a focus on operations, employee management and policies.
  • Handle complex complaints and escalations from a variety of sources (DOI, sales agents, and internal partners).
  • Strong organizational skills to effectively manage multiple priorities and projects.
  • Ability to communicate effectively, conduct meetings and deliver formal presentations.
  • Ability to apply sound judgement and critical thinking skills toward business and employee-related decisions.

Core – Customer Focus (Applying), Core – Innovation (Applying), Core – Knowing the Business (Applying), Core – Results Orientation (Applying), Core – Teamwork & Collaboration (Applying), Functional – Adaptability (Applying), Functional – Customer Service & Accountability (Applying), Functional – Insurance Policy Understanding (Applying), Knowledge, Skills and Abilities


Associate or Bachelor’s degree in related area or an equivalent combination of education and experience

Existing P&C or Personal Lines License OR ability to acquire within 6 months


Prior experience leading people/teams

Certificates or Designation through the American Institute of Chartered Property Casualty Underwriters (e.g. Associate in Insurance Servicing, INS 21-23, CPCU) or working towards achievement of certificate or designation

Prior customer service or underwriting experience in a personal lines insurance environment or prior CSAA Insurance experience

#LI-KS1, CSAA123, Leadership – Building Talent (Applying), Leadership – Company Stewardship (Applying), Leadership – Influence (Applying), Leadership – Strategic Visioning (Applying)

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