IntroductionAt RPS, we don’t just embrace bold ideas, we make them happen. We’re a team of entrepreneurs, big-picture thinkers, and passionate experts who thrive on possibility. Every day, we collaborate across teams, challenge convention, and push boundaries to design innovative solutions for our clients. With access to top-rated carriers and a dynamic marketplace, we bring strategy and creativity together to deliver what others might call impossible. Here, every voice counts, every perspective matters, and every challenge is an opportunity to grow. You’ll be supported by a culture that celebrates ownership, curiosity, and high performance, where you’re trusted to do your best work and encouraged to keep learning along the way. OverviewNational Insurance Services provides active employee and retiree benefits, health insurance solutions, and full benefit consulting services that address your unique challenges and issues. We are a broker, administrator, and consultant all rolled into one. As part of Gallagher, a global leader in insurance, risk management, and consulting, you’ll be joining a team that’s passionate about helping individuals and organizations thrive. The Sr. Manager Customer Service oversees the activities of the Insured Products Inside Service Representatives and ensures quality and timely customer service to the clients of National Insurance Services and technical and administrative support to the Account Representatives, Sales Representatives, and Regional Vice President for the assigned region. How you'll make an impactDevelop and manage all Inside Service Representatives – team of 10.Provide initial and ongoing training to staff.Act as the first point of contact for day-to-day procedural or technology questions.Reinforce and support company processes and procedures.Generate reports to monitor workloads, workflow, and Service call activity.Collaborate with the Customer Service Manager and other department managers to address workload imbalance or concerns over timely processing.Ensure maintenance of all systems databases and customer files per company guidelines.Actively participate in hiring and developing the IP Service team Address individual employee performance concerns and complete annual performance reviews.Encourage and promote a healthy and positive work environment.Serve as back-up to Service team to assist with workloads when needed.Collaborate with IT, dept managers, and his/her team to identify opportunities for process improvement or service enhancements.Act as the primary department lead on various corporate projects and initiatives. About YouRequired: Bachelor's degree with 5+ years client service and/or claims management experience -OR- High School degree/GED with 10+ years client service and/or claims management experience. 1+ years supervisory experience. Appropriate licensing as required.Preferred: 2 years supervisory experience preferred but not required.5 years’ experience in customer service, preferably in an employee benefits related capacity.Ability to read and interpret insurance policy language, and effectively communicate policy language and intent to customers.Demonstrated analytical skills. Must have a high aptitude for problem identification, investigation, and resolution.Must possess a high level of positive interpersonal skills and negotiation skills. Exhibit poise, tact, and diplomacy both to internal and external customers. Proficient in Word, Excel, Outlook, and Adobe Acrobat. Proven capacity to learn software programs developed in-house.Must have excellent command of the English language; oral and written. Attention to detail in interpreting, composing, and proofreading written materials.Excels in a fast-paced environment with demonstrated ability to prioritize multiple, competing demands. Possesses excellent organizational skills. Willingness and enthusiasm to learn and apply concepts around new products, services, and procedural enhancements. Compensation and benefitsWe offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: Medical/dental/vision plans, which start from day one!Life and accident insurance401(K) and Roth optionsTax-advantaged accounts (HSA, FSA)Educational expense reimbursementPaid parental leaveOther benefits include:Digital mental health services (Talkspace)Flexible work hours (availability varies by office and job function)Training programsGallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeingCharitable matching gift programAnd more...**The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process. We value inclusion and diversityClick Here to review our U.S. Eligibility RequirementsInclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
