Policy Service Manager (Call Center)

Job Title: Policy Service Manager

Department: Policy Service

Reports To: Assistant Vice President - Policy Service

Location: Home Office

Job Type: Full Time

Commitment to Core Values

At Illinois Mutual, our culture is built around our four core values. These values shape how we operate and define our expectations of each team member's contributions:

Be honest, reliable and respectful

Think of other first

Work together to create results

Stand out with personal, caring service

Job Summary

The Policy Service Manager leads a team focused on delivering exceptional service to policyholders and internal partners within our Company's largest call center. This role oversees daily operations, staff development, and process improvement to ensure efficient, accurate, professional, courteous and timely service. Reports to the Assistant Vice President, Policy Service.

Key Responsibilities

Lead, coach, and develop team members within the call center work environment, as well as those handling complex and escalated policyowner requests managed outside of the call center; manage performance, training, and staffing, including participating in the hiring process for department team members.

Oversee departmental workflows and ensure consistent application of procedures.

Handle escalated service issues and complex policy inquiries.

Collaborate with other department leadership team members on staffing plans, budget processes, and departmental goals.

Drive process improvements and implement best practices.

Maintain strong communication with internal and external stakeholders.

Support, and as needed facilitate, department audit, quality assurance, and compliance efforts and processes.

Demonstrate ability to interpret policy provisions for all active policy types

Represent the department in meetings, committees, and cross-functional initiatives.

Anticipated Salary: $74,650 - $78,000 (Final Salary based on experience)

Benefit Overview: We strive for our employees to feel appreciated and supported, both professionally and personally. Our comprehensive benefit and discount package that meets a variety of needs is one way we demonstrate this. Some of our most admired benefits include:

Compressed 4 1/2-day work week (Half-Day Fridays)

No monthly premium cost for employee medical, life and disability insurance coverage

Paid time-off accrual, including annual rollover; and paid holidays

Competitive 401(k) plan with immediate vesting on Company contributions

Discounted on-site employee cafeteria

On-site exercise facility and company-provided exercise time

Tuition reimbursement and training incentives

Access to voluntary dental and vision insurance coverage

Job Qualifications

Bachelors Degree* required

Minimum 6+ years of insurance experience, Life and Health preferred

Proven leadership or management experience, including the ability to motivate employees and foster a positive working environment

Industry designations (e.g., FLMI, ACS, AIRC, FSRI) preferred

Strong verbal and written communication skills, ensuring transparency and clarity

Strong organization and time management abilities, ensuring efficiency and follow-through

Strong problem-solving and analytical skills

Strong interpersonal skills, including teamwork, collaboration and relationship management

Ability to maintain confidentiality and adhere to privacy standards

Demonstrated reliability, accountability, integrity and professionalism

Flexible and adaptable to changes

Strong initiative and solid judgment/decision making abilities and skills

Ability to learn quickly, adapt to new systems, processes and procedures, and facilitate change when necessary

Ability to manage duties and tasks in an efficient, effective, and timely manner, remaining focused even under pressure

Proficient computer skills, including Microsoft Office

*College or university must be sufficiently accredited and listed in the U.S. Department of Education Accreditation Directory.

Required Competencies

External (Strategic) Awareness

Customer Focus

People Development

Leadership

Achievement Orientation

Integrity

This job description is intended to provide a general overview of the position and does not include every detail of the role. Responsibilities and expectations may be subject to change based on Company needs.

Illinois Mutual is an equal opportunity employer.

Job Type: Home Office, Full-Time, Permanent