Consumer Affairs Supervisor

As a member of the Berkshire Hathaway group of insurance companies, we offer outstanding opportunities for professionals interested in working with a successful company. We offer unparalleled financial strength, stability and “large company” benefits, in addition to an exciting, friendly, “small company” atmosphere.  BHDIC is the underwriting company for two major product lines, biBerk and THREE. BHDIC is the expert in small business insurance, providing time and money savings to hundreds of thousands of satisfied customers across a variety of industries. With insurance product offerings including Workers’ Compensation, Professional Liability, General Liability, Business Owners, Cyber, Commercial Auto, and Umbrella, BHDIC has the coverage required for all unique small business needs.

The Consumer Affairs Supervisor responsibilities include receiving and documenting customer complaints, conducting thorough investigations, and resolving issues to the customer’s satisfaction, while complying with company policies and regulations.  The Consumer Affairs Supervisor will have a deep understanding of BHDIC’s operations and systems, regulatory requirements, customer service best practices, is analytical, and possesses excellent communication skills.  Ultimately, the role of the Consumer Affairs Supervisor is to ensure that complaints are handled professionally in an efficient and effective manner, that BHDIC is meeting regulatory requirements, and that our customers feel heard, valued, and satisfied with the resolution.

Job Responsibilities

• Leads a staff of 3+ Consumer Affairs professionals.
• Receive, document, and track customer complaints.
• Conduct thorough investigations into complaints.
• Implement effective resolution strategies to address customer complaints.
• Coordinate with various internal departments to handle complaints efficiently.
• Monitor customer satisfaction levels and develop plans for improvement.
• Prepare reports on complaint trends and present to management.
• Train staff on customer service standards and complaint handling procedures.
• Ensure compliance with company policies and regulatory guidelines.
• Identify and implement improvements in complaint management processes.
• Maintains various organizational and reference spreadsheets as necessary.
• Performs other related duties as assigned.

Qualifications

Required Skills and Abilities:

• Proven experience as a complaints manager or similar customer service/regulatory role.
• Knowledge of customer service, insurance operations, and complaint management process.  
• Excellent verbal and written communication skills.
• Excellent interpersonal skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to function well in a high-paced and at times stressful environment.
• Ability to maintain confidentiality, and to exercise discretion and good judgment. 
• Proficient with Microsoft Office Suite, Slack, and related software.

Required Knowledge:

• Bachelor’s degree
• Insurance terminology
• Insurance industry experience preferred
• Personal computer and related software such as Excel, Access, Word, PowerPoint

About Us

biBerk is where commercial insurance buyers can obtain coverage for their businesses from insurers of the Berkshire Hathaway group of Insurance Companies, one of the best capitalized insurance groups in the world. Our ultimate parent, Berkshire Hathaway Inc. (berkshirehathaway.com) is a holding company with diversified interests in a host of industries, including insurance, energy, transportation and manufacturing. Most policies issued through biBerk.com will be underwritten by Berkshire Hathaway Direct Insurance Company ("BHDIC"), which is an AM Best rated A++ insurer.

BHDIC is domiciled in Omaha, Nebraska. BHDIC and the team at biBerk are focused on helping small business owners quickly and easily buy affordable insurance directly from a financially strong insurance company they can trust.

Some highlights of our benefits are:

• Great work environment with growth opportunity
• Subsidized downtown parking (for in-office positions)
• Competitive compensation
• Generous amounts of vacation and sick time
• Closed on major holidays
• 401(k) with company match
• A fantastic healthcare package
• Tuition reimbursement after 6 months of employment
• Service recognition after 5 years of employment

In accordance with pay transparency laws and regulations, the following good faith compensation range estimate is being provided.  The salary range for this position is $60,000 to $90,000 per year.  Final compensation will be based on candidate qualifications, geographic location, and other considerations permitted by law.