Customer Care Supervisor

At Selective, we don't just insure uniquely, we employ uniqueness.

Selective is a midsized U.S. domestic property and casualty insurance company with a history of strong, consistent financial performance for nearly 100 years. Selective's unique position as both a leading insurance group and an employer of choice is recognized in a wide variety of awards and honors, including listing in Forbes Best Midsize Employers in 2025 and certification as a Great Place to Work in 2025 for the sixth consecutive year.

Employees are empowered and encouraged to Be Uniquely You by being their true, unique selves and contributing their diverse talents, experiences, and perspectives to our shared success. Together, we are a high-performing team working to serve our customers responsibly by helping to mitigate loss, keep them safe, and restore their lives and businesses after an insured loss occurs.

This role oversees the operational, performance, and project initiatives that drive excellence within the Customer Care Department. Depending on the assinment, this supervisory position may oversee (Billing, FNOL, PaySync, and/or Service Delivery. It exists to optimize processes, elevate service quality, and ensure the delivery of a consistent, customercentric experience. The position leads efforts to evaluate and enhance both individual and team performance while leveraging analytics to identify trends and insights. Additionally, this role partners across the organization to implement improvements, support strategic initiatives, and ensure full compliance with legal and regulatory standards.

• Leads a cross-functional team of customer service representatives to consistently meet or exceed departmental and organizational service and quality standards. May oversee billing, claims service delivery, loss mitigation outcomes, and severity escalations while fostering a culture of service excellence.
• Oversees all aspects of team performance management, including conducting performance reviews, monitoring attendance, approving payroll, and managing new hire selection. Partners closely with Human Resources to support employees through the full spectrum of performance-related actions, including coaching, development planning, and, when necessary, formal interventions.
• Manages salary administration and departmental budget planning, ensuring budget accuracy and alignment with organizational financial objectives.
• Ensures consistency and accuracy in the customer experience by developing and maintaining cross-functional training materials and job aids in SharePoint for both hybrid and remote employees. Collaborates regularly with stakeholders (i.e. Claims, Underwriting, Billing Services and the Shared Services) to maintain up-to-date and accurate resources.
• Develops and manages departmental policies, workflows, and performance standards. Continuously reviews and refines processes and procedural guidelines to ensure effectiveness and alignment with evolving business needs.
• Serves as the primary liaison between ITS Telecom and Customer Care regarding system maintenance. Maintains call flow scripting and autoattendant documentation, coordinating updates during emergencies and company events as needed.
• Utilizes call analytics and Voice of the Customer (VOC) insights to identify and implement operational improvements. Shares findings across key partners to ensure consistent messaging and customer-focused decision making. Collaborates crossfunctionally, including with claims service center and field operations, to enhance customer delivery solutions.
• Maintains current knowledge of user experience and digital customer service best practices. Evaluates the web-based customer experience and establishes ongoing measurement models using CRM software.
• May manage vendor solutions and coordinate with Auto and Property Claims leadership to ensure offerings meet state-specific requirements and align with appropriate claim-handling strategies for each loss.

Knowledge and Requirements

* Demonstrated ability to work independently while leading crossfunctional teams to achieve measurable results.
* Strong strategic thinking and analytical skills, paired with excellent interpersonal, negotiation, and influencing abilities.
* Proven servicedriven leader who inspires high performance and fosters a positive employee experience.
* Selfmotivated, energetic, and adaptable, with the ability to guide teams through complex, businesscritical processes and continuous improvement initiatives.
* Deep passion for delivering exceptional customer service, with strong problemsolving skills and sound judgment in evaluating complex situations and making effective decisions.

Education and Experience

* 5-7 years of working experience in related area with heavy emphasis in customer service management highly desired.
* Must have experience in change management leadership.
* Project management experience is preferred.
* College degree in communications, business, marketing, or finance preferred.
* Insurance experience preferred (FNOL, Claims, Billing, etc.)

Selective Insurance offers a total rewards package that includes a competitive base salary, incentive plan eligibility at all levels, and a wide array of benefits designed to help you and your family stay healthy, achieve your financial goals, and balance the demands of your work and personal life. These benefits include comprehensive health care plans, retirement savings plan with company match, discounted Employee Stock Purchase Program, tuition assistance and reimbursement programs, and 20 days of paid time off. Additional details about our total rewards package can be found by visiting our benefits page.

The actual base salary is based on geographic location, and the range is representative of salaries for this role throughout Selective's footprint. Additional considerations include relevant education, qualifications, experience, skills, performance, and business needs.

Selective is an Equal Employment Opportunity employer. That means we respect and value every individual's unique opinions, beliefs, abilities, and perspectives. We are committed to promoting a welcoming culture that celebrates diverse talent, individual identity, different points of view and experiences - and empowers employees to contribute new ideas that support our continued and growing success. Building a highly engaged team is one of our core strategic imperatives, which we believe is enhanced by diversity, equity, and inclusion. We expect and encourage all employees and all of our business partners to embrace, practice, and monitor the attitudes, values, and goals of acceptance; address biases; and foster diversity of viewpoints and opinions.

For Massachusetts Applicants

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.