Assistant Director, Customer Service and Special Projects

The Company

 Meyer and Associates directly markets a variety of insurance products to members of associations and operates as a Third-Party Administrator (TPA) processing new applications and performing customer account management for many of those products.

 A primary corporate priority is customer service and how best to provide friendly, high-touch, hands-on service, while using contemporary systems and technology to do so efficiently.

The Role

· Customer Service. You will have direct oversight of a team of Customer Service Representatives (CSRs) and will ensure accurate and timely administration of new insurance applications as well ensuring account billing and customer maintenance is completed in compliance with our carrier partner guidelines.

· Special Projects. You will oversee and function as a project manager on a range of initiatives related to customer service and administration, including, but not limited to, enhancements to our self-service “customer portal,” implementation of a new phone system, and ad hoc communications to our customer base.  In addition, new product implementation requiring systems enhancements, new processes, and more. (New product development is handled by another department.)

The ideal candidate will not just manage the customer service team and related projects, but will evolve into a key player planning and executing new approaches to growth and service. This position requires triage, time management, personnel management, and problem solving, as well as demonstrated successful project management experience. Creativity and flexibility are a must! While this role requires an independent and fast-paced work style, Meyer has a strong support system and encourages teamwork.

The Primary Responsibilities

Customer Service Oversight

· Hiring, supervising, and evaluating Customer Service Representatives (CSRs) and support staff.

· Overseeing very capable team that:

o   processes applications, bills, and payments

o   maintains and updates documentation and procedures

o   monitors spoken and written interactions to ensure accuracy and tone

· Handling escalations and complaints

· Monitoring productivity metrics

· Designing and running reports for management

· Interfacing with insurance carriers on service- and compliance- related issues

· Redesigning workflow as needed and ensuring efficient workload balancing

· Designing new tools and techniques that cause people to become insured and remain insured

Management of Special Projects

· Identifying opportunities to improve procedures

· Establishing and communicating project priorities and requirements/BRDs

· Planning and managing the implementation of such projects, including

o   Managing project resources

o   Effectively communicating with stakeholders

o   Ensuring deliverable dates are met

This job is not for a clock-watcher. While the average work week is not 35-40 hours, it is also not 60, and there will be seasonal variations.

Requirements

· BA or BS

· Relevant work experience, including work in Customer Service and Project Management

· Proficiency in MS Office (Excel, Word, Outlook, and Access)

· Experience and comfort with account management systems, document management and electronic workflows, and customer support ticketing systems, and other related systems (knowledge of ImageRight a plus)

· Strong organizational and writing skills

· Project-, time-, and people-management skills with the ability to prioritize and multitask efficiently

· Comfort with (if not experience with) IT projects and programmers

· Exemplary work ethic and strong sense of urgency

Nice to Have

· TPA experience

· Experience with insurance products and knowledge of related terminology

· Familiarity with billing systems and premium calculations

· Claims and/or underwriting experience

· Life insurance producer license

Benefits

We provide:

· Competitive pay + 3 weeks paid vacation + plus paid holidays

· Generous 401K package (once eligible)

· Life and disability insurance

· Some flexibility for partial work from home arrangements

· Newly renovated office space, just steps from Chatham train station and downtown Chatham