Berkley One exists to insure and protect the lifestyles of a modern generation of affluence. We seek clients that are sophisticated individuals and families who require world-class risk and claims management customized to their needs, a team of select expert independent agents and innovative digital tools to keep it simple and easy. We’ll blend our partners, products and capabilities with all that is Berkley, generating a modern solution for the customers we serve.
Our culture is one of innovation, creativity and teamwork. Our team is highly motivated, passionate about our business, and deeply experienced in developing and delivering product and service solutions in the personal insurance marketplace.
The company is an equal opportunity employer.
ResponsibilitiesWe have an opportunity for an AVP, Customer Service Delivery Manager to join our team! As a key member of the Berkley One team focusing on P&C insurance for the high net worth market, you will be responsible for the successful operation of a customer friendly, omni-channel service delivery operation for the discerning high net worth customer and their agents.
This role will be based in our Wilmington, DE office
We have a welcoming culture valuing our employees – we trademarked the phrase Everything Counts, Everyone Matters® to describe the Berkley commitment to our people and how we do business. We believe that every person in the organization is important and every accomplishment makes a difference in our results. Come join us!
Key functions include but are not limited to:
Manage our Service Center Teams located in Wilmington, DE and Luverne, MNOversee our multiple service delivery channels and ensure we deliver a high level of service across channels, continually gathering feedback and metrics for insight and improvementSupport the underwriting, risk management, and claims organizations by serving as the liaison with the customer and agent for information and documentationEstablish our standards and processes for hiring, onboarding and retaining high performing team members who deliver our service promise; including career pathing and development at all levels Establish our service level standards, reporting, and metric needs Continually measure and improve customer and agent satisfaction by collecting feedback and staying current with new technologies and best in class practices for the luxury marketContinue to evolve our service platforms such as telephony, chat, and email to stay up to date with growing needs and solutionsSupport our agents and clients where necessary throughout every step of their journey
Qualifications Bachelor's Degree or equivalent experienceA minimum of 6+ years of experience in customer service delivery managerial positionsA track record of building, growing, and managing high performing teams who deliver excellent customer serviceWell versed in the processes, metrics and data that make a service center successful Experience with customer service technologies and best practices Incredible empathy and understanding of the needs of employees, customers, and our agents A strong sense of accountability and ownership; known for super responsivenessNatural curiosity, a love of learning how things work and always on the lookout for innovative improvementsCalm under pressure, possessing excellent organizational skills, integrity, and follow-through on tasks, able to challenge the norms while working collaboratively with colleagues at all levels of the organizationExcellent communication and collaboration skillsInsurance experience, either on the carrier or producer side is a plus, but not required Additional Company Details We do not accept any unsolicited resumes from external recruiting firms.
The company offers a competitive compensation plan and robust benefits package for full time regular employees.
The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Sponsorship Details Sponsorship not Offered for this Role Connect With Us! Not ready to apply? Connect with us for general consideration.