Modern Woodmen of America · 2 hours ago
Members' Service Experience Manager
Rock Island, Illinois, United States
Full-time
Onsite
Mid, Senior Level
$100K/yr - $114K/yr
7+ years expModern Woodmen of America is seeking a dynamic leader to guide a high-performing team that is dedicated to providing exceptional support to our members and financial representatives. This role involves offering vision and leadership to the member support team in our Service Center through phone and digital transactions, developing customer service strategies, and driving initiatives to enhance service quality and operational efficiency.
FinanceFinancial ServicesLife Insurance
Responsibilities
Analyze service metrics, trends, and customer feedback to identify opportunities for operational improvements and quality experiences
Provide vision, direction, and leadership to ensure efficient, timely, and quality processing of all Service Center responsibilities
Stay current on industry trends, maintain appropriate staffing levels, and manage vendor relationships
Oversee departmental budgeting and ensure resources align with organizational goals
Conduct resource planning to optimize productivity across staff and workload
Use data and analytics to identify gaps and guide continuous improvement
Maintain robust systems, internal controls, and quality measurement standards
Recommend and implement process improvements that enhance efficiency while upholding high service expectations
Build and maintain strong relationships with team members, peers, and field partners
Communicate vision and changes to the Director of Operations regarding challenges, progress, and successes
Serve as a coach, mentor, and role model, fostering leadership at every level
Recruit, train, motivate, and develop staff to meet current and future departmental needs
Provide performance management including recognition, coaching, correction, and recommendations for advancement
Promote a culture of service excellence, collaboration, and continuous learning
Qualification
Required
Bachelor's degree
7+ years of customer service and leadership experience
People first mindset with a willingness to go above and beyond to deliver exceptional service
Previous leadership experience with strong emotional intelligence and ability to develop other leaders
Transformation-driven to service the needs of our members and team with a future-focused, goal-oriented mindset
Excellent communication skills and habits
High degree of adaptability and tolerance for ambiguity
Willingness to recommend improvements, continuously learn and help the Service Center team
Advanced knowledge of contact center technologies and metrics
Motivated towards technology adoption
Preferred
Master's degree
LOMA fellowship and PCS designations
Benefits
Vacation
Sick leave
11 paid holidays
Company-paid retirement plan
Matching 401(k) plan
Employee Impact Bonus
Medical, Dental and Prescription Drug Insurance. We pay 100% of employees’ health insurance premiums and 50% of employee dependents’ premiums.
Group term life insurance.
Long-term and short-term disability.
Voluntary benefits: vision, flexible savings accounts (FSA), accident insurance
Company
Modern Woodmen of America
Modern Woodmen of America is a fraternal financial services organization.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Jerry Lyphout
President and Chief Executive Officer
Todd Swanson
Chief Financial Officer
Recent News
Quad City Business Journal
2022-04-27
Company data provided by crunchbase