Customer Experience Manager

**_Desired Behavior’s of a W.B. White Employee_**_
- **
- The ability to be self-motivated and work independently
- Involved in the community and be a good citizen
- Strong commitment to detail
- Strong organizational and time management skills
- Committed to continuing education and further development of skills
- Analyze, think critically and problem solve to resolve daily challenges
- Teamwork skills; Active listening, give full attention to what other people are saying, taking the time to understand the points being made, asking questions for clarity

**We are Hiring**

We have an exciting opportunity for an independent leader looking to demonstrate their expertise of personal line (home and auto) insurance.

Reporting to: Vice President Commercial Lines and Personal Lines

Job Description: As a trusted member of the team, you will be given the freedom and empowerment to make positive change within the brokerage. This role will ensure that each touchpoint across the customers journey is engaging, efficient and genuine. You will Inspire and motivate others to build an authentic interaction with customers and carry out the vision of the leadership team.

**Primary Responsibilities**
- Lead and implement a client engagement strategy
- Coordinating with IT during Hiring/Exiting of employees
- Champion and Lead Trainer of the Broker Management System (EPIC)
- Primary Backend EPIC Lead Administrator including Downloads and Company Interface
- Lead and Direct Office Service staff (reception, mail, telephones, vacation cover)
- With the assistance of the VP’s, Mentor, Lead and Direct Frontline Service staff and TSR’s on adherence to Best in Practice workflows and monitor quality of work
- Delegate tasks to Office Service staff as requested by Management
- Participate in monthly operations meetings as required
- Carry out assigned duties from Management
- Reports - Cancellation - ensure TSR team is transacting and coding properly
- Complete audits

**Additional Responsibilities**
- Pull monthly reports for MTO/CGI to audit Autoplus, MVR
- Program and cancel key tags for entry to the office and pull reports as necessary
- Work with management to monitor obtain and distribute supplies such as business cards, paper, letterhead
- Unlock customer files in Epic
- Processing specialty renewals
- Check download endorsements
- Process cancellations on the portal
- Follow up for cancellations & Endorsements not received
- Processing Direct Bill Renewals
- Rename & flip Commercial Endorsements
- Processing agency bill items including farm renewals, changes, cancellations
- Provide backup to Office Services staff in instances of emergencies and vacations.
- Stay up to date on trends
- Liaise and coordinate with external service providers

**Skills**
- Proficiency in Outlook, Word, Epic, Applied Rating Services
- Preferred ability to design, lead and present material to others in person or digitally
- Strong organizational, analytical and communication skills, with the ability to work under pressure
- Accuracy and attention to detail
- Teamwork skills; Active listening
- Time management; managing one’s own time and through setting priorities and expectations.
- Able to work independently to make a decision and act on these decisions

**Attributes**
- Constant desire for improvement
- Ability to analyze problems objectively
- Mediate conflicts between parties
- Highly motivated to achieve desired results
- Leadership/mentorship of staff
- Flexibility and adaptability
- Professionalism

**Physical Requirements**
- Effective Communication of ideas/thoughts/beliefs in person and digitally
- Continuous concentration
- Sitting for long periods of time if required.
- Working with dual monitors
- Continuous keyboarding
- Vision requirement; looking at computer screens for 90% of the day
- Excellent reading comprehension

**Education & Experience**
- RIBO License preferred but not required
- 5 Years of insurance experience working in any capacity
- Previous EPIC experience mandatory
- Continuously seeking additional education opportunities