Supervisor, P/C Customer Service Project & Support

Michigan Farm Bureau Family of Companies - Lansing, MI

Full-time - Mid Level

Hybrid - Lansing, MI

About the position

The Supervisor, P/C Customer Service Project & Support role is designed to advocate for the holistic business needs of the Property/Casualty Customer Service (PCCS) department. This position involves leading a team of project-focused analysts, overseeing daily operations, and ensuring that project commitments are met. The supervisor will also act as a mentor and resource, developing advanced system knowledge to enhance customer experience and challenge existing business processes to identify efficient solutions.

Responsibilities

• Act as an internal consultant, researching business unit goals, workflows, and processes.
• Identify innovative solutions to enhance business processes and efficiencies, connecting business needs with innovation, data analytics, and system knowledge.
• Challenge the PCCS leadership team in the development and implementation of strategies for improved oversight, efficiencies, and expert handling of billing inquiries and functions.
• Act as resource manager for PCCS project analysts by coordinating and implementing strategic innovative processes to track and monitor the progress of corporate projects for PCCS.
• Lead and direct team members in problem-solving efforts, conducting root cause analysis, and developing/executing solutions.
• Ensure resolution of issues including long-term prevention strategies, mitigating business impacts, and inefficiencies.
• Serve as subject matter expert for billing projects and processes, providing expertise on business and system functionality.
• Coordinate and deliver business requirements and process specifications for projects, system updates, and enhancements.

Requirements

• Bachelor's Degree in business administration, management, computer science, information technology, or related field required, or equivalent experience may be considered.
• Experience implementing or administering technical solutions to meet business needs or system requirements required.
• Minimum four years of experience in a leadership role required.
• Minimum two years of project experience required.
• Completion of at least one P/C Resident Producer license course required, or completed within six months of hire.
• P/C Resident Producer license required, or obtained within 12 months of hire.

Nice-to-haves

• Previous insurance experience or training preferred.
• Guidewire and BCMS billing knowledge preferred.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)