GlobeLife

Executive Assistant

• Manage overall office operations and daily/monthly tasks
• Create reports and conduct expense reviews
• Coordinate meetings, travel arrangements, and event registrations
• Serve as a direct point of contact for top-level executives internally and externally

Public Relations

• Manage the implementation, monitoring, and reporting of print processes for group mailings, including preparation of group membership mailings and related tasks.
• Perform various clerical duties within the department with a high degree of accuracy.
• Communicate effectively both verbally and in writing, exercising independent judgment when needed.
• Apply a basic understanding of PR functions and how they interrelate within the department and company.
• Meet department deadlines and efficiently handle distribution to appropriate parties.
• Perform other duties as required by the department.

PR Coordinator

Product Manager

• Collaborate with business sponsors on product decisions, prioritization, and backlog refinement to maintain a consistently up-to-date, prioritized backlog of clearly defined features and stories.
• Maintain product roadmaps based on delivery team capacity, sprint plans, and KPIs, and socialize progress with business sponsors.
• Coordinate with Agile development teams on sprint definition, backlog prioritization, and release of MVPs.
• Support scrum masters and development leads in identifying dependencies, constrained resources, and navigating development roadblocks.
• Engage cross-functional stakeholders, technical architects, and engineering teams to develop the best solution options.
• Enable iterative implementations to solicit stakeholder feedback early and often.
• Ensure governance, standards, and best practices are adhered to across all team members.
• Drive continuous improvement for delivery processes and prioritized initiatives.
• Understand data, privacy, architecture, and information security standards to effectively bridge the gap between business and IT teams.
• Summarize quarterly and annual value delivery to support business sponsors in crafting a compelling investment story for products.

Product Manager II

Agent

• Proficiently handle a pipeline of 150-200 new hires, assisting them through various stages of the licensing coursework (US ONLY) (LND ONLY).
• Maintain detailed and accurate notes within MS Access.
• Accurately communicate state licensing requirements for state licensing exams.
• Communicate accurately and effectively, via written (email & text) and phone interactions.
• Build strong rapport with new hires, hiring managers and Agency Owners.
• Make outbound and take inbound calls daily.
• Update management team regarding state pre-licensing requirements, as new information is given.
• Meet with supervisor regularly to stay informed about any changes in policies, procedures, regulations, business initiatives and/or technologies.

Agent Concierge Representative

Photographer

• Capture and edit images for various purposes.
• Plan and execute photoshoots at a variety of locations.
• Coordinate with Digital Media Content Creators on events to ensure correct photography is captured.
• Ensure upload of photos to photo hosting site for use online.
• Curate collections of photos to be used by our field force and corporate teams for social media purposes.
• Attend various events to capture and highlight key moments.
• Collaborate with and mentor other individuals on the social media team to improve photography skills.
• Set up and maintain various project requests from planning to delivery.

Manager

• Supervise team of AIL Life claims associates and oversee daily operations to ensure achievement of performance/productivity standards.
• Understand, interpret, and effectively communicate contractual language in Life and Accident policies.
• Provide expertise and leadership support to team in resolving complex claim issues.
• Evaluate daily workflow in Onbase platform and load balance claims as needed to ensure even distribution of work.
• Review high cost claims and claims over the authority level of individual examiners for accuracy and compliance adherence.
• Ensure each associate is equipped with the tools, knowledge and resources to be successful in their role while also recognizing training gaps and opportunities for retraining.
• Provide constant feedback to associates and counsel on matters of performance, attendance, and/or conduct.
• Ensure Mainframe & Onbase systems are functioning properly and partner with IT to address system issues.
• Utilize effective written and oral communication to respond professionally and with a sense of urgency to escalated claim issues received via mail, fax, or email.
• Proactively communicate with management regarding problems such as staffing, high/low work volume, emergency situations, etc.
• Identify process improvement opportunities and use logic and reasoning to compare strengths/weaknesses of alternative resolutions.
• Conceptualize innovative technical solutions that translate into efficiencies within the unit.
• Develop and maintain strong relationships with cross functional partners in Policy Services, Customer Service, Agency Offices, and Legal to accomplish organizational goals.
• Cultivate a positive, high-performing team by modeling cultural expectations of accountability, continuous improvement, collaboration, and creativity.
• Motivate and provide development direction to team members while fostering an environment of continuous growth.
• Support culture and employee engagement activities and promote employee development.
• Delegate additional responsibilities and stretch assignments to high potential examiners to position them for successful advancement within the organization.
• Perform off-cycle quality review claim audits to ensure proper coding, documentation, and compliance with regulatory standards.
• Maintain and monitor diary of questionable, sensitive, or possible fraudulent claims.
• Collaborate with manager and Human Resources to develop action plans for underperforming associates and ensure adherence to progressive disciplinary guidelines.
• Write value-based performance appraisals and conduct effective colleague performance discussions.
• Support organizational training initiatives and ensure staff is updated on mandatory role-appropriate training.
• Complete monthly/adhoc reports with data interpretation to identify trends and issues to facilitate management in strategic decision making.
• Develop contingency plans to meet objectives during challenging circumstances (i.e. staffing shortages, high work volumes, system implementation, etc.).
• Effectively present complex information to key stakeholders to influence acceptance of innovative suggestions.
• Lead and partner on claims and other business projects as needed, concurrently with daily responsibilities.
• Partner with manager to retain staff and build bench strength within the organization to achieve overall turnover goals.
• Interview, hire, and mentor new claims associates.
• Performs other duties as assigned. Some travel may be required.

Contestable Life Claims Manager

Salesforce Developer

• Develop and maintain customized Salesforce solutions using Apex, Lightning Web Components, Lightning Design System, and related technologies, independently setting best practices for integration, application development, deployment, and testing with work reviewed only at critical points.
• Design, build, and maintain complex integration components connecting Salesforce with third-party applications and enterprise systems using REST/SOAP web services, APIs, batch processes, middleware, and connectors, devising solutions based on limited information and precedent.
• Define, communicate, and manage a change management process for developing and implementing new applications and code, as well as updates to existing applications, using evaluation and judgment to select the right course of action.
• Drive and ensure the qualities of a well-designed system for correctness, reliability, auditability, scalability, redundancy, and security, resolving a wide range of issues in creative ways and suggesting variations in approach.
• Provide technical guidance and serve as a mentor to the Salesforce team in coordination with the entire Salesforce CoE, including conducting code reviews and requirements analysis, often advising others on difficult technical matters.
• Seek out ways to leverage Salesforce to improve processes and productivity, making recommendations to support an organization scaling at a rapid pace, and interpreting and implementing roadmap plans and enterprise-level architecture.
• Enhance relationships and collaborate with senior internal and external partners who may not be familiar with the subject matter, adapting communication style to differing audiences to build alignment and drive outcomes.
• Document standard operating procedures and maintain technical documentation to support operational continuity and knowledge transfer.
• Demo product functionality to stakeholders and business teams as needed.
• Perform other duties as requested by the Salesforce Manager.

Senior Salesforce Developer

Customer Retention Specialist

• Handle incoming calls from policyholders returning a call from our outbound efforts (voicemail, text message, and/or email) and working to understand their needs to explore retention options.
• Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions.
• Assess individual policyholder situations and recommend appropriate coverage adjustments.
• Demonstrate clear, empathetic, and professional communication by actively listening to policy holder concerns, asking clarification questions to fully understand their situation, and explaining policy options and solutions in simple, easy-to-understand language.
• Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems.
• Stay current on life insurance products, policy features, and company procedures to provide accurate information.
• Adapt communication style to meet individual customer needs, maintain a calm and supportive tone during difficult conversations, and ensure all the information provided is accurate and complete.
• Follow up with customers as needed to confirm understanding and satisfaction with proposed solutions.
• Meet or exceed established contact center key performance indicators (KPIs) including call volume targets, retention rate goals, first call resolution, adherence targets, call quality targets, and attendance expectations.
• Efficiently manage daily call quotas for both inbound calls and outbound lapse recovery contacts while maintaining quality standards.

Part-Time Customer Retention Representative – PM Shift

• Answering questions regarding coverage, premium and other policy information.
• Composing business letters, communicating effectively through written and verbal communication.
• Working independently and making judgment decisions is required.
• Making outbound calls to existing policyholders to collect delinquent premium payments.
• Reselling the benefits of our policies and providing excellent customer service.
• Using various sales techniques to help increase the retention of our policyholders.
• Recording policyholder information for reporting and transactional purposes.
• Extensive telephone contact and appropriate telephone skills are required.
• Discretion and tact must be used in providing service to customers.
• Monday to Friday schedules, no weekends.

Customer Retention Representative, Part-time, AM Shift

Call Center Representative

• Develop and maintain short and long-term call volume and lead transfer forecast models using historical data, active lead pipeline volume, seasonal trends, and statistical methods specific to the live lead transfer program.
• Conduct regular analysis on forecast accuracy and continuously refine models to reflect changes in lead source volume, agent headcount, and sales campaign activity.
• Translate forecast models into actionable staffing plans and communicate them to Call Center leadership.
• Provide ad-hoc, weekly, monthly, and quarterly reporting on workforce metrics, lead volume trends, and staffing efficiency.
• Oversee the scheduling of all call center agents, including off-phone activities such as training, coaching sessions, team meetings, and administrative duties, ensuring minimal impact to live lead coverage.
• Monitor live lead queues, hold times, and agent availability in real time; make or recommend staffing adjustments to maintain SLA targets and maximize lead conversion opportunities.
• Manage agent time-off requests and schedule exceptions, balancing agent needs with operational coverage requirements.
• Utilize WFM platforms (e.g., NICE, Genesys, or equivalent) to optimize agent scheduling and real-time resource allocation.
• Recruit, hire, and onboard WFM analysts and representatives as the team scales; establish clear role expectations and performance standards from day one.
• Lead, coach, and develop direct reports through regular performance conversations, feedback, recognition, and corrective action as needed.
• Write and deliver annual performance appraisals for all direct reports; monitor and address individual performance against established KPIs.
• Foster a team culture of accountability, continuous improvement, and collaboration within the WFM function.
• Partner with Call Center leadership, Sales Leaders, Training, and Quality Assurance to align workforce strategies with live lead program goals and agent performance expectations.
• Present workforce analysis, forecast results, and staffing recommendations to Call Center management.
• Lead or participate in cross-functional project teams involving workforce planning, technology upgrades, or operational improvements.
• Communicate staffing impacts of new sales campaigns, lead source changes, or operational initiatives to relevant stakeholders proactively.

Workforce Management Manager, Sales Agent, Contact Center

• Ensure all outbound and inbound call activities adhere to the Telephone Consumer Protection Act, including consent verification, calling time restrictions, and Do-Not-Call (DNC) list management.
• Review and audit live lead transfer processes to confirm proper consent documentation is in place before transfers are initiated.
• Validate that consumer consent (express written consent where required) is captured, stored, and retrievable for all leads entering the program.
• Maintain and scrub against internal and national DNC registries; ensure timely honoring of opt-out requests.
• Draft, update, and enforce call center compliance policies aligned with TCPA regulations and FCC guidance.
• Investigate and resolve consumer complaints related to unwanted calls or consent disputes.
• Serve as the primary point of contact between the Sales Call Center and the Compliance and Legal departments; escalate potential TCPA violations, litigation risks, or regulatory inquiries to Legal counsel in a timely manner.
• Monitor third-party lead vendors for compliance with consent standards and contractual obligations.
• Maintain detailed compliance logs, audit trails, and produce regular reports for management and legal teams.
• Conduct or coordinate TCPA compliance training for call center agents and supervisors.
• Stay current on FCC rulings, state-level telemarketing laws, and evolving TCPA case law that may impact operations.

Compliance Analyst, Sales Agent Contact Center

• Own and drive key call center performance metrics including lead transfer rate, contact rate, conversion rate, cost per transfer, agent productivity, and field agent satisfaction with lead quality.
• Establish, monitor, and continuously refine KPIs and performance standards for all levels of the call center including representatives, supervisors, and managers.
• Use data-driven analysis to identify performance trends, diagnose root causes of underperformance, and implement targeted improvement strategies.
• Develop and implement operational strategies to improve efficiency, optimize lead flow, and maximize the volume and quality of live lead transfers to field sales agents.
• Serve as the senior escalation point for complex operational issues, ensuring timely and effective resolution.
• Plan, create, and implement new strategies to improve production, process efficiencies, and reduce cost per transfer.
• Provide strategic and operational oversight of the end-to-end live lead transfer process, from inbound/outbound agent contact through successful handoff to field sales agents.
• Partner with lead vendors and field sales leadership to ensure lead source quality, consent compliance, and transfer readiness standards are consistently met.
• Monitor real-time lead flow, transfer queue performance, and agent availability to ensure SLAs and conversion targets are achieved.
• Evaluate and optimize dialer strategies, call routing logic, and representative scripting to maximize contact rates and transfer success.
• Collaborate with Workforce Management leadership to ensure staffing models are aligned with live lead volume patterns and campaign activity.
• Lead, coach, and develop a multi-tiered team of managers, supervisors, and representatives, fostering a high-performance, accountable, and engaged culture.
• Provide ongoing leadership development to call center managers and supervisors through regular performance conversations, coaching, feedback, and recognition.
• Oversee hiring, onboarding, and development of staff at all levels to ensure departmental goals are met efficiently and effectively.
• Develop and maintain succession plans to prepare high-potential employees for advancement and reduce the impact of turnover.
• Write and deliver annual performance appraisals for all direct reports.
• Collaborate with senior and executive leadership to align call center initiatives with organizational goals and strategic priorities.
• Participate in daily, weekly, monthly, and annual planning processes as appropriate and provide forward-looking workforce and capacity planning recommendations.
• Prepare and deliver presentations to Senior and Executive Management regarding call center performance, trends, and strategic insights.
• Manage the call center budget, forecasts, and resource planning to achieve cost-effectiveness without compromising sales performance or lead quality.
• Drive continuous process improvement through innovation, technology adoption, and call center best practices.
• Partner with cross-functional teams including IT, HR, Training, Workforce Management, and Quality Assurance to ensure operational readiness and alignment.
• Ensure the call center operates in full compliance with TCPA, FCC regulations, DNC requirements, and applicable state telemarketing laws, in close partnership with the TCPA Compliance Analyst, Compliance department, and Legal counsel.
• Oversee adherence to company policies, industry regulations, and consumer privacy requirements across all call center activities.
• Proactively identify and mitigate operational and regulatory risks associated with the live lead transfer program.
• Ensure all lead vendor relationships are managed in alignment with consent standards and contractual compliance obligations.
• Other related duties and responsibilities, as assigned.

Director, Sales Agent Contact Center

Sales

• Sell insurance products to new and existing customers.
• Handle inbound calls and make follow-up calls.
• Responsible for closing business and generating revenue for the company.
• Close new accounts by interacting with customers primarily via telephone or email.

Inbound Sales Agent

• Communicate with Home Office Directors and Field Personnel to determine training needs, schedule sessions, and conduct meetings, webinars, and individual training.
• Travel Sunday through Thursday each week.
• Book all travel and manage a company card and associated expenses.
• Implement effective training systems and prepare educational materials such as PowerPoints and videos.
• Oversee growth, training, and implementation of company initiatives for an entire assigned region.
• Support, mentor, and monitor Field Supervisors, Field Directors, and the broader field force, evaluating performance and identifying areas of improvement.
• Maintain open communication with the Field Force and Office Management to provide ongoing assistance.
• Complete all weekly field reports accurately and on time.

Worksite Sales Trainer

• Make outbound calls to newly issued business to welcome them to the Globe Life Family, ensure their policy(s) are accurate, and assist with any additional information pertaining to their new policy.
• Maneuver within our CRM while speaking with recently approved customers to collect the first premium to activate their Life Insurance policy.
• Make outbound calls to internet-generated leads to warm up potential customers for our Sales Team.
• Be able to explain policy benefits.
• Complete necessary paperwork when needed.
• Assist with correspondence and error corrections for policy service.
• Execute special projects that encompass making numerous outbound calls for special projects/campaigns for our sister companies including AIL & LNL and recording activities requested by/from customers.