Customer Service Specialist – Billing Manager

Join our expanding P&C Insurance Carrier client whom is seeking  Customer Service Specialist – Billing Manager!

What You’ll Do:

• Manage and lead the Billing Customer Service team to ensure timely, accurate, and high-quality service

• Oversee high-volume inbound calls from insureds and agents in a call-center environment

• Ensure service level targets are consistently met while maintaining quality standards

• Handle escalated customer issues and support team members with complex problem resolution

• Train, coach, and develop team members, including onboarding and ongoing education

• Collaborate with underwriting leadership on policies, process improvements, and strategy

• Monitor real-time performance and adjust workflows, priorities, and staffing as needed

• Conduct performance reviews and provide continuous feedback to improve productivity

• Maintain compliance with company policies, regulations, and quality standards

• Document and address employee performance or conduct issues

• Prepare and distribute weekly production and performance reports

• Lead special projects and assist in implementing new systems or operational enhancements

• Participate in system testing, requirement workshops, and process improvement initiatives

• Foster a collaborative, accountable, and service-focused team culture

What We’re Looking For:

• High school diploma, GED, or undergraduate degree

• 3+ years of experience in Property & Casualty, customer service, sales, or call center operations (preferred)

• At least 1 year of supervisory or management experience (preferred)

• Active 4-40, 20-44, or 2-20 insurance license (required)

• Strong leadership, coaching, and team development skills

• Ability to manage high-volume operations while maintaining service quality

• Experience handling escalations and complex customer issues

• Knowledge of underwriting processes and insurance guidelines (preferred)

• Strong organizational, reporting, and performance management skills

• Experience with process improvement and system implementation initiatives

• Commitment to continuous personal and professional development

• Insurance-related designation (preferred), with CPCU highly desirable