Client Services Supervisor - St. Augustine

Primary Position Objectives

The Client Services Supervisor is required to maintain and manage professional relationships across Beacon sales force both locally and regionally. He/She will be empowered to act on Beacon’s behalf, have the ability to bind cover up to specified amounts, provide quotes, deal with customer service issues, assist in the management of claims and receivables where necessary and ensure continuous support to all customers and units by providing an unparalleled level of service.  He/She will adhere to strict performance KPIs for the Department  to ensure production targets are met and that any queries are escalated in a timely manner

Position Responsibilities

Key Responsibilities

Brief Description of Duties

Technical Support

• Provide technical underwriting support for all classes of business in keeping with The Beacon’s guidelines and approved Limits of Authority.
• To provide timely sign off on all Policy and other Documents as required for the Unit
• Continuously ensure compliance with all The Beacon’s guidelines, manuals, corporate policies and SOPs.
• Support in the formulation & implementation of initiatives aimed at increasing new business
• Assist in the development of operation plans and/or budgets in conjunction with Manager or Division Head

Business Development/Revenue Generation

• Consistently identify new opportunities for cross -selling and up-selling the company’s products across the direct Team
• To assist in the formulation, development and implementation of special projects
• To assist Underwriters and Senior Management with effectively growing Beacon’s book of business
• Develop Business through improvement of relationships with customers
• To assist with unallocated accounting queries and billing queries.
• Ensure efficient management of the retention process

Reporting

• Prepare daily, monthly and weekly reports as required.
• Conduct interval audits for compliance with company policies and procedures

Customer Service

• Timely response to all Customers queries and requests.
• Ensure proper management of all correspondence, tasks, queries and customer complaints within the Unit
• To provide technical advice to Customers, Agents, Salespersons and Underwriters when necessary.
• Periodic touch points with staff both locally and regionally

Claims Support

• Receive claim forms
• Determine coverage or absence thereof
• Provide briefs to the claims department on the claimant and the respective risk(s).
• Prepare No Claims Letters as required.

Administration

• Ensure the accuracy and efficiency of all entries made on The Beacon’s core operating system.
• Effectively manage assigned Unit folders on the system.
• Maintenance of Stationery for the Department
• Maintenance of Grocery List for the Department

People Management

• Manage time and attendance of staff members
• Conduct Performance evaluations
• Set and monitor the achievement of SMART goals and initiatives within the Division
• Conduct coaching and mentoring for team members
• Manage staff members in line with company policies and procedures
• Create performance goals, training plans and professional development plans for staff members
• Conduct Monthly – Check Ins with team members to ensure they are meeting set goals within timelines.
• Create and manage Onboarding plans where required
• Assist in identifying and onboarding of customers
• Ensure accurate and efficient data entry on Company’s operating system by underwriters

Team Support

• Act as a subject matter expert for relevant learning and development programmes
• Create and conduct learning and development programmes and evaluations for assigned team members
• Render assistance in required marketing and Company promotional and/or sponsored events
• Assist in development and coordination of team building and staff engagement activities
• Any Division or job relation function that may be required

 Behavioural  Competencies

Key Competencies

Description

Communication SKills

Effectiveness in transmitting information, including confidentiality, facilitation/participation in sharing information, and oral and written expression.

Customer Focus

Ability to provide quality service to internal and external clients, including demonstrated commitment to improvement of service.

Problem Solving and Decision Making

Ability to complete job assignments, including judgement, problem solving, and use of appropriate resources in decision making. 

Building Collaborative Relationships and Teamwork

Effectiveness in working with others to achieve individual and unit goals.

Managing Employee Performance

The effectiveness with which the employees’ performance is managed and holds them accountable for meeting performance and conduct expectations.

Qualifications and Experience 

Desciption

5 CSEC  Passes

• Must include Math and English (No less than a grade 2)

Certification

• CII Cert/AINS or equivalent

Experience

• Minimum 5-8 years technical experience
• Minimum 1-3 years Supervisory experience