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ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
case managementperformance managementprocess improvementcustomer relationship managementsales operationsreport analysistraining managementissue resolutioncall center managementteam leadership
Soft Skills
communicationinterpersonal skillsproblem-solvingemployee engagementcoachingconflict resolutionorganizational skillscollaborationadaptabilityleadership
Certifications & Qualifications
LOMACLU
Industry Keywords
annuityIMOsTPAssaleslicensingcompliancecustomer serviceagent communicationperformance metricsbusiness processes
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