Customer Experience Manager
23 hours ago
About the Role
As a Customer Experience Manager at Western Financial Group, you will be responsible for leading a team of advisors to deliver exceptional customer service and achieve business goals.
Key Responsibilities
- Guide and coach advisors to meet their individual and team performance targets
- Conduct observational-based coaching sessions to improve advisor skills and knowledge
- Perform quality audits to ensure compliance and excellence in customer interactions
- Develop and implement training programs to enhance advisor abilities and promote continuous improvement
- Analyze performance data to identify areas for growth and implement strategies for improvement
- Oversee the onboarding and servicing of clients who purchase policies through digital channels
- Ensure advisors provide exceptional customer service, including document provision, new client touch base, policy changes, and quoting other lines of business
- Supervise the management of personal line referrals for Care Centre clients
- Address and resolve any escalated customer issues or concerns
Requirements
- General Insurance Level 2 License required
- Proven track record of implementing initiatives and best practices
- Strong time-management and training skills in a deadline-driven environment
- Professional communication etiquette, both written and verbal
About the Company
At Western Financial Group, we are dedicated to building a diverse, inclusive, and authentic workplace that values our employees' well-being and career growth. Our comprehensive compensation package includes a competitive salary, 3 weeks' vacation, 14 paid wellness days, company matching investment and savings programs, and 100% employer-paid group benefits, including health care spending account.
Benefits
- $85,000 - $110,000 per year, based on location and experience
- Opportunities for professional development and advancement
- A supportive and collaborative work environment
- A comprehensive benefits package, including health insurance and retirement savings plan
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