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About the role
Key responsibilities & impact- Serve as a liaison between agents, IMOs, TPAs, Suitability, Sales, Commissions Contracting & Licensing, Legal, and other departments as needed.
- Manage incoming annuity new business assigned to the annuity case management team.
- Ensure the proper processes/metrics and controls are in place to measure accuracy, timeliness and quality of case management processes.
- Ensure team achieves required phone and transaction performance.
- Represent annuity operations through active participation in various department and company initiatives, committees and special projects. These include process improvement efforts, agent communication and product development.
- Review, analyze, monitor and maintain reports of associate activities.
- Handle escalated phone calls involving service issues or training needs.
- Resolves moderate to complex sales/operational needs/inquiries as it pertains to product clarification and pending new business processes.
- Create and manage team members’ performance standards & reviews.
- Conduct monthly face-to-face status updates with each member of the team seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gaging overall employee engagement.
- Schedule and monitor the successful training of team members.
- Lead and manage the annuity case management team, continuously improving our ability to quickly resolve outstanding requirements and issue pending annuity business.
Requirements
What you’ll need- AA or BA degree preferred.
- Relevant experience considered in lieu of degree.
- 7+ years of experience working in an annuity case management team, with emphasis on processing or call center management, and/or other previous industry experience.
- 3+ years of supervisory experience required.
- Demonstrated strong customer relationship management, with previous experience directly working with agents/IMOs, and servicing skills as well as internal corporate relationship management capabilities.
- Successful completion of Life insurance related education such as LOMA or CLU coursework strongly preferred.
Benefits
Comp & perks- Flexible work arrangements
- Paid time off
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
case managementperformance managementprocess improvementcustomer relationship managementsales operationsreport analysistraining managementissue resolutioncall center managementteam leadership
Soft Skills
communicationinterpersonal skillsproblem-solvingemployee engagementcoachingconflict resolutionorganizational skillscollaborationadaptabilityleadership
Certifications
LOMACLU