Current Openings
Franklin Agency Manager
The Agency Manager is responsible for overseeing and managing the operations of the Franklin Agency. It will require strong communication skills to collaborate with internal TPC Depts, TPC clients, as well as provide clear and concise instructions to team members by providing guidance and coaching on training, schedules, software and product knowledge, and agency best practices. Lead, motivate and guide team members towards achieving shared goals of agency retention and profitability. Conduct regular performance evaluations and provide constructive feedback. Manage implementation and execution of the agency strategy, profit, and growth plans while maintaining a profitable book of business by identifying the right new opportunities for growth and expanding existing accounts to achieve agency objectives.
Responsibilities of Franklin Agency Manager:
- Lead and manage a team of insurance agents and support staff, including recruitment, training and performance management.
- Conduct regular performance evaluations and provide constructive feedback; using productivity reports from Hawksoft and Genesys, call auditing, and reviewing activity processing times.
- Develop and enhance agency operational handbooks, training manuals, and resource tools to optimize efficiency and support staff development.
- Implement best practices and standardized procedures to ensure compliance and accurate documentation across the agency.
- Ensure agency KPI’s are being met, update as needed, evaluate agency staffing needs, budgeting, operational costs and expenses.
- Strong background in managing client relationships, resolving conflicts and ensuring high level of customer satisfaction; assist in explaining policies, analyze coverages and suggest changes.
- Develop and implement strategies to achieve agency objectives for promoting additional TPC products – ex: flood, umbrella, additional endorsements, Vector program, B2C program. Analyze the success of specific marketing initiatives.
- Maintain acceptable loss ratio and retention ratios by working closely with Franklin Agency team members and TPC underwriting to identify and retain profitable business.
- Develop account management strategies that meet the unique needs of each client by understanding their insurance needs.
- Maintain client accounts in Hawksoft Agency Management System; documentation of client activities i.e. quotes and policies.
- Ensure that maintenance of client accounts in Hawksoft Agency Management System; is reconciled with Franklin Agency TPC production #’s.
- Participate in special projects as required.
- Bachelor’s degree, or CPCU, AU, or related designation.
- Current Property/Casualty License.
- 3-5 years of experience in managing an agency with personal lines staff, or a personal lines insurance call center.
- Solid knowledge and understanding of agency management systems.
- 5 years of service experience in personal lines insurance – preferably with knowledge of TPC products.
- Superior team leader, development, and management skills to hold team accountable to expectations.
- Highly organized to manage and prioritize tasks, as well as to keep track of project timelines.
- Excellent problem-solving skills to handle day-to-day agency operations with an ability to analyze data and develop strategies to maintain profitability of book.
- Agency operations skills to manage the day to day while also making continuous improvements for long term success.
- Strong written and verbal communication skills.
- Working knowledge of Microsoft Office software.
- Familiarity with Hawksoft Agency Management System and Genesys phone system.
- Usual office working conditions with a hybrid schedule.
- Large portion of the workday is spent on the phone.
- Significant keyboard/screen time.
Kathleen Morris Rosati, (kmrosati@1752.com)
Assistant Vice President, Human Resources,
The Philadelphia Contributionship
210 S. 4th Street, Philadelphia, PA 19106
Customer Experience Manager
We currently have an opening for a Customer Experience Manager within our Marketing & Distribution Department. This is a full-time position, which includes a complete benefits package, and participation in our annual bonus program. The Customer Experience Manager will be pivotal in shaping the customer journey and ensuring every interaction with TPC leaves our customers delighted, resulting in a world-class customer experience. Responsible for defining the vision for TPC agent and policyholder experience including onboarding, quoting, servicing, claims, and billing. Oversee all aspects of customer experience, lead CX planning, evaluate and introduce new CX software, and leverage AI to support quality of service. The ideal candidate will be a strategic thought partner in CX across all channels and ensure continuous improvement in our process, products, and services.
Responsibilities of a Customer Experience Manager:
- Design, implement, and sustain customer experience strategies to ensure the customer experience is engaging, efficient, and effective across all channels.
- Evaluate business processes and drive cross-functional problem-solving initiatives and continuous improvement projects to support the customer experience.
- Develop relationships with key customers and serve as a point of escalation for CX issues.
- Seeks out and identifies best in class customer experience and loyalty industry technology partners, suppliers, vendors, to provide 3rd party support as needed.
- Manages all core CX vendors and partnership relationships.
- Integrate AI solutions to support customer service quality and scalability.
- Analyze customer service metrics and provide insights to improve customer satisfaction.
- Gather and analyze customer feedback to develop insights to inform product and various service improvements and enhancements.
- Maintain continuous discovery and evaluation of new ideas, insights, and feature solutions.
- Analyzes competitive marketplace and stays abreast of industry and consumer trends, sharing relevant insight with cross-functional teams including Leadership Team.
- Demonstrates thought leadership for all CX activities and must be able to define and deliver ROI on planned strategies.
- Must be able to drive and develop programs and initiatives to completion with a “customer first” mentality.
- Builds and maintains necessary partnerships with department leaders and cross-functional partners to effectively influence decision making to deliver the best customer experience for our agents, policyholders, and on-line.
- Proposes and implements as approved new technologies to create efficiencies and enhancements for customer experience tools and resources. Partners with IT to assess and source said resources.
- Collaborate with internal and external customers to establish plans and schedules that support and align with customer experience requirements.
- Evaluate agent and policyholder business processes, identifying friction points through customer journey mapping for various customers, audiences, and processes.
- Manages all customer experience budgets and expenses.
- Be customer obsessed, meaning driven with a customer first mindset and approach to all problems and solutions as an advocate for the customer within the organization.
- Bachelor’s Degree in Business Administration, Marketing, Communications, or related field.
- 5+ years progressive experience in a customer experience environment, ideally leading a CX team/program.
- Strong knowledge of CX software, solutions, AI applications, and working with customer experience vendors and partners.
- Preferred developing customer experience approaches in both a B2B and to B2C settings. Work in the insurance or financial services field a plus.
Experience overseeing all moving parts of a CX program including:
- Agent and policyholder experience friction identification.
- Thought leadership development.
- CX technology & automation tools.
- Using customer feedback tools and reporting software.
Working Environment:
- Usual office working conditions.
- Required to drive / travel on company business occasionally.
- Schedule may include evenings / weekends as projects may require.
Kathleen Morris Rosati, (kmrosati@1752.com)
Assistant Vice President, Human Resources,
The Philadelphia Contributionship
210 S. 4th Street, Philadelphia, PA 19106
Send Us Your Resume
Don’t see an open position that fits what you’re looking for? That’s OK—we’re always looking to develop relationships with people interested in joining our company in the future. Simply submit your resume below to be considered for future opportunities. We’ll keep you in mind when the right job opens in the future.
"*" indicates required fields