Case Management Coordination, Team Lead

| Greater NYC Area
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About the role….

Do you have a knack for customer problem-solving and an eye for detail? Do you take pride in delivering an organized and complete work product for customers? Are you looking to grow your experience as a people leader? Then come join our team as an Operations Team Lead!

This role is the critical link among our life insurance clients, our agents, and insurance partners. You’ll be managing and developing a high-performing team in our Case Management Department, which: ensures application packages are in good order; conducts applicant follow-ups to nudge applicants to sign their base packet; facilitates online interview questionnaires, interviews and medical exams; all while delivering a personalized and human customer experience.

In this role, you will…

  • Co-manage a case management team and own their individual and team-level performance by delivering structured feedback through 1:1s, performance reviews, and professional development conversations
  • Align direct reports on team goals (daily, weekly, monthly) and provide them regular visibility into the progress toward those goals; ensure they have the performance feedback/data they need to optimally perform
  • Provide daily coaching and supervision through: side-by-sides, retroactive ticket review, call listening and team huddles
  • In concert with the quality assurance team, ensure compliance with regulation and adherence to Pg quality standards
  • Work with applicable stakeholders to handle client escalations and vendor issues--providing actionable feedback to drive process and product improvements
  • Regularly report out on team performance and recommendations for improvement and innovation to leadership team and department heads.

We’d love to hear from you if…

  • At least 3 years of relevant work experience in a high performing team and a track record of individual success and growth
  • Previously player-coach role required with a strong followership and experienced in delivering feedback targeting behavioral change
  • Demonstrated subject matter expertise and workflow mastery in case management or a back-office production
  • Strong communication skills with an attention to detail
  • A positive attitude, effective problem-solving skills and the ability to prioritize and re-prioritize throughout the day
  • Honesty & integrity – you do not cut corners ethically and can be trusted to do the right thing for clients and for the team
  • Demonstrated people skills: sound judgment in people situations, ability to have difficult conversations, ability to deliver feedback in line with the Pg model, empathy and tact
  • Humility and an openness to learn
  • A teamwork mindset -- you take ownership of your work AND your team's success
  • The desire to grow professionally and contribute to the success and culture of the company

You can expect...

  • Company-paid health, dental, vision, life & disability insurance
  • 401(k) plan, FSA & commuter benefits
  • Generous PTO 
  • Training, mentorship and coaching from leadership
  • The opportunity to grow alongside a company shaking up a big, old-fashioned industry
  • Fun, diverse, open-minded coworkers
  • Dog companionship!!!

About Policygenius

Policygenius is America's leading online insurance marketplace. We launched in 2014 and made our mark as an early insurtech pioneer. Our mission is to help people get financial protection right — and feel good about it — and we make it easy for our customers to understand their options, compare quotes, and buy insurance, all in one place. We’ve helped more than 30 million people shop for all types of insurance like they shop for everything else — online — and have placed over $60 billion in coverage. In early 2020, we announced our Series D funding round of $100 million, bringing our total funding to just over $150 million.

At Policygenius, we’re proud of building an environment that encourages our teammates to bring their authentic selves to work. Despite rapid growth (we’ve doubled in size year over year!), we’ve continuously maintained our inclusive culture through humility, hard-work, and humor, and we're looking for more people with grit, collaborative attitudes, and creative problem-solving skills to join our team. Come see why we’ve been voted one of Inc. Magazine's "Best Workplaces" four years in a row!

Diversity at Policygenius

Policygenius believes differences should be celebrated and is committed to building a team as diverse as the customers we serve. We welcome different perspectives and opinions to foster innovation, authenticity, and excellence across all parts of our company, and are committed to providing employees with a work environment free of discrimination and harassment.

As an Equal Opportunity Employer, Policygenius highly encourages applicants from all walks of life. All employment decisions at Policygenius are based on business needs, job requirements and individual qualifications without regard to actual or perceived race, color, sex, pregnancy,  sexual orientation, gender identity or expression, age, national origin, political affiliation or belief, religion, disability, uniformed service, marital status or any other status protected by law. 

Come join the team!

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Location

Located in Manhattan's Financial District, we're conveniently located near several NYC subway stops, the NJ Path train, and across the street from the ferry terminal. The office features stunning views and is steps away from countless restaurants, including the lively South Street Seaport area.

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