Group Customer Care Manager
Atlantic American Corporation4 months ago
Atlanta, GA, United States
On-site
Full-time
Junior Level (1-3 years)
Job Description
Position Overview
The Manager of Group Customer Care oversees all aspects of group voluntary benefits insurance administration – including new group onboarding, electronic data interchange (EDI), account management, claims customer service, billing, payment processing, and coverage termination. This role drives efficient administration of various group voluntary insurance products while leading a team dedicated to delivering exceptional service to both internal stakeholders and external customers. In addition to managing day-to-day operations, the Manager upholds Atlantic American Corporation’s Mission, Vision, and Values by promoting outstanding customer service and fostering collaborative internal partnerships.
Key Responsibilities
- Operational Oversight: Manage day-to-day operations of group policy administration, billing, customer service, account management, and claims inquiries to ensure compliance with company policies, regulatory requirements, and service level agreements.
- Team Leadership: Lead and mentor team members while fostering a culture of collaboration, continuous improvement, and customer-centricity.
- Training and Development: Develop training programs and resources for new hires and current staff to ensure technical proficiency and superior customer service.
- Process Improvement: Identify and execute opportunities to streamline operations and enhance quality through process redesign and automation.
- Financial Management: Oversee financial transactions related to premiums, claims payments, and reimbursements to ensure accuracy and compliance.
- Customer and Agent Support: Collaborate with customer service teams to resolve escalated issues, provide guidance on complex cases, and manage relationships with brokers and plan administrators.
- Policy Support: Work with underwriting teams to review and assess policy applications, endorsements, and renewals for compliance.
- Risk Management: Monitor operational risks, develop mitigation strategies, and implement controls to safeguard company assets.
Required Qualifications
- 2-4 years of experience in group insurance operations.
- 3+ years of experience leading insurance operations with a focus on group life and health products.
- Bachelor’s degree in Business Administration, Insurance, Finance, or a related field.
- Strong understanding of life and health insurance industry principles, including claims processing, underwriting, risk management, privacy, and regulatory compliance.
- Proven experience in leading cross-functional teams and managing operations in complex environments.
- Demonstrated expertise in training, developing, coaching, and mentoring a diverse team.
Preferred Qualifications
- Master’s degree is preferred.
- Experience with process improvement methodologies such as Six Sigma or Lean.
Required Skills
Customer Service
Collaboration
Analytical Skills
Technical Skills
Adaptability
Leadership and Organizational Skills
Process Improvement
Time Management
Integrity
Attention to Detail
Communication