Service Lead, Obie
Billing
$51.4-85.6k
+ Stock Options
More information about location
Insurance platform for real estate investors and landlords
Be an early applicant
Insurance platform for real estate investors and landlords
101-200 employees
Be an early applicant
$51.4-85.6k
+ Stock Options
More information about location
101-200 employees
Company mission
To make insurance for investors and landlords more transparent, simple, and cost-effective.
Role
Who you are
- 2+ years of service/sales management experience in a P&C call center or start-up environment, effectively managing a team of 6 or more customer facing associates, preferably in billing units
- Active P&C license required
- Commercial lines experience with a proven track record of excellent customer interaction
- Experience at an MGA/MGU/Program Administrator and/or insurtech is preferred
- Proven track record utilizing Salesforce to measure and drive individual and team KPIs, with a focus on optimizing performance and enhancing customer service
- Excellent communication and presentation skills, both verbal and written, to effectively convey strategies and drive results
- Analytical and problem-solving skills with the ability to identify billing opportunities for improving customer experiences, quality of work and productivity
- Team-oriented mindset with the flexibility to adapt to evolving business strategies and priorities, fostering a collaborative and supportive work environment
- Ability to work independently, prioritize tasks, and manage multiple projects simultaneously in a fast-paced environment, ensuring timely delivery of results
What the job involves
- As the Service Lead - Billing you will play a key role in managing a team of Virtual Assistants (VAs) responsible for billing operations. Your mission will be to establish a seamless operational structure, improve team engagement, and optimize performance management to ensure timely, accurate, and efficient service delivery in relation to billing functions
- You will report directly to the Head of Insurance Services and work closely with cross-functional teams to enhance our billing processes, ensure compliance, and deliver exceptional service
- Lead and coach a team of Virtual Assistants, providing clear direction and regular feedback
- Conduct regular 1:1 meetings and team huddles to foster engagement and accountability
- Drive engagement by addressing team needs, resolving friction points, and promoting collaboration
- Develop, maintain, and update Standard Operating Procedures (SOPs) in collaboration with the Service VA Lead
- Manage team schedules, time-off requests, and resource allocation to meet service level agreements (SLAs)
- Oversee distribution of cases, monitor team productivity, and address operational challenges proactively
- Analyze trends in productivity and quality, creating strategies for continuous improvement
- Document coaching notes and other administrative duties as required
- Handle customer escalations and complaints with professionalism and urgency
Application process
- Meet us and get to know Obie
- You'll first talk to Mary on a 30-minute call to determine whether we’re a good fit for one another. You’ll learn more about Obie and have the chance to ask about our company, team, culture, and product
- Meet the hiring manager
- Next, you'll have a 45-minute video interview with the hiring manager, Dana Markel, to assess your technical skills for the role
- Complete a Project Exercise
- This role requires strong insurance service leadership and management experience, so you’ll be presented with a short exercise to complete to provide you a chance to flex those muscles. You will be able to complete this exercise on your own time, so please be thorough and use the resources available to you. More on this when you get there!
- Meet the Team
- Since you'll be joining a close-knit team, we'll ask you to meet other people in the company so we get to know each other a bit better
Our take
Obie serves landlords across America by providing insurance quotes for their properties. It offers an instant-quote platform that asks landlords to answer a few questions, runs an analysis based on this data and some publicly available data, and connects them with an insurance carrier that is suitable for their needs. A quote is provided, and the landlord can quickly get this underwritten.
The company is focused on a niche market of landlords with small-to-medium-size rentals. The group has been underserved by products so far, leading to poor pricing and unsuitable coverage, as well as complex and unintuitive application processes. By providing transparent and affordable insurance, the company is tackling this issue and operating in a space with few competitors.
Obie has served as an agent so far, but it's now looking at utilizing its data and clients to become its own carrier. With impressive Series B funding awarded in 2023, it is on the right track for continued success.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
May 2023
$25.5m
SERIES B
May 2021
$10.7m
SERIES A
Total funding: $39.2m
Company benefits
- Medical, dental, and vision offerings
- Paid parental leave
- 401K match
- Flexible PTO
- Life insurance
- Commuter benefit plan
- Pet insurance reimbursement
- Stock options
- Flexible Spending Accounts
- Health Savings Accounts
- Continuing education & professional development
- Summer hours
- Remote & hybrid work options
- Parent coaching & return to work support
- Dog friendly office
- On-site gym (Chicago location)
Company values
- Do Good
- Be Curious
- Play fair
- Stay flexible
Company HQ
West Loop, Chicago, IL
Articles
Leadership
Ryan Letzeiser
(CEO and Co-Founder)They studied at Clemson University before working as a Real Estate Investment Analyst, and becoming an Investment Associate at Hudson Capital Investments. They joined MAC Properties in March 2015 as a Managing Member in 2015, before co-founding Obie in July 2018.
Aaron Letzeiser
(Co-founder)Having spent a year as a Legislative Aide at Michigan Senate, they spent a year at ASMSU Office of Governmental Affairs before founding The Medical Amnesty Initiative. They also serve as a Managing Partner at MAC Properties, co-founding Obie with Ryan in 2018.
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