GlobeLife

Business Operations

• Design and document business processes and make appropriate recommendations that will positively impact operational effectiveness.
• Work with the project team members on all phases of initiatives.
• Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, and distinguish user requests from the underlying true needs.
• Collaborate with all functional business units to achieve strategic, tactical and project goals.
• Collaborate with developers and subject matter experts to establish the technical vision and analyze trade-offs between usability and performance needs.
• Monitor milestone completion and track all phases of the project product/service life cycle, providing timely reporting of issues that impact project progress, coordinating actions, and resolving conflicts.
• Conduct project meetings, meet with project team(s) regularly to review project deliverable and deadlines, and meet with appropriate personnel for periodic reviews of prototypes and final products.
• Consult with business units in developing user acceptance test plans and procedures for end user testing, ensuring that all tests are conducted and documented according to the standards agreed upon by the business unit and I.T.
• Facilitate meetings for all levels of the organization.
• Provide status updates and reporting on assigned projects.
• Support business transition and help establish change.
• Track and analyze business unit trends and make appropriate recommendations that will positively impact the department to create new or maximize existing initiatives based on data analysis.

Business Operations Analyst

Customer Retention Specialist

• Inbound Cancellation Support: Handle incoming calls from policyholders requesting policy cancellations, working to understand their concerns and explore retention options.
• Outbound Lapse Recovery: Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions.
• Customer Consultation: Assess individual policyholder situations and recommend appropriate coverage adjustments.
• Relationship Building: 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.
• Documentation: Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems.
• Product Knowledge: Stay current on life insurance products, policy features, and company procedures to provide accurate information.
• Communication: 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.
• Performance Metrics and KPI Achievement: 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 cancellation calls and outbound lapse recovery contacts while maintaining quality standards.

Customer Retention Representative

• Inbound Cancellation Support: Handle incoming calls from policyholders requesting policy cancellations, working to understand their concerns and explore retention options.
• Outbound Lapse Recovery: Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions.
• Customer Consultation: Assess individual policyholder situations and recommend appropriate coverage adjustments.
• Relationship Building: Demonstrate clear, empathetic, and professional communication by actively listening to policyholder concerns, asking clarification questions to fully understand their situation, and explaining policy options and solutions in simple, easy-to-understand language.
• Documentation: Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems.
• Product Knowledge: Stay current on life insurance products, policy features, and company procedures to provide accurate information.
• Communication: Adapt communication style to meet individual customer needs, maintain a calm and supportive tone during difficult conversations, and ensure that all provided information is accurate and complete.
• Follow up with customers as needed to confirm understanding and satisfaction with proposed solutions.
• Performance Metrics and KPI Achievement: 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 cancellation calls and outbound lapse recovery contacts while maintaining quality standards.

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.
• Additional production incentive pays after the training period.
• Bilingual (Spanish) hourly pay differential.

Customer Retention Representative, AM Shift

Artificial Intelligence

• Lead, mentor, and manage a team of BI Developers, fostering a culture of technical excellence, innovation, and continuous improvement.
• Partner with Data Engineers and Data Architects to support the enterprise Data Lake and Data Warehouse environment, with a strong focus on understanding data models and structures to enable enterprise reporting and analytics delivery.
• Define business and technical requirements, contribute to solution design, and oversee the delivery of AI/ML initiatives including LLM-based ChatBots, Agentic AI workflows, and OCR document processing pipelines, collaborating closely with Data Engineering teams leveraging AWS services such as AWS Bedrock, AgentCore, SageMaker, BDA, Textract, OpenSearch, and Amazon Q.
• Collaborate with Data Engineering teams on the design and implementation of ETL/ELT pipelines and data orchestration workflows to ensure data is properly structured and available for reporting and analytics consumption.
• Oversee source control practices and code quality standards for the BI and analytics team, ensuring adherence to peer review standards and CI/CD pipeline integrity in collaboration with Data Engineering.
• Oversee the design, development, and governance of enterprise Tableau dashboards and self-service analytics solutions, ensuring alignment with business reporting standards and stakeholder needs.
• Define and enforce reporting standards, data visualization best practices, and dashboard lifecycle management across the Tableau environment.
• Collaborate with business stakeholders, data analysts, reporting consumers, and product owners to gather, analyze, and translate complex reporting and AI requirements into scalable solutions.
• Apply a strong understanding of Agile Scrum methodologies to guide Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives, leveraging JIRA to manage team workflows, track delivery progress, and maintain backlog visibility.
• Develop and manage project plans, timelines, resource allocations, and project estimates to ensure on-time, high-quality delivery.
• Conduct capacity planning and workforce planning to align team capabilities with organizational demand and project pipeline.
• Partner with leadership to support budget planning and management, including forecasting, tracking, and reporting on team expenditures and cloud cost optimization efforts.
• Maintain awareness of production health across all analytics reporting and BI platforms, partnering with the administrative and operations teams to ensure high availability, performance, and SLA adherence, and escalating issues as needed to drive timely resolution.
• Evaluate and recommend analytics, visualization, and AI/ML tools and emerging technologies to continuously improve reporting and analytics capabilities.
• Conduct regular performance reviews, provide coaching, and support career development for team members.
• Ensure compliance with data security, privacy, AI governance, and regulatory standards across all reporting and analytics solutions.

Manager, AI & Analytics Reporting

Communications

• Sort and import claim documents received via electronic fax or e-mail for ingestion into Onbase.
• Research to identify unmatched mail items and forward to the appropriate department or examiner.
• Index new claims via RightFax, Outlook, or OnBase.
• Input initial benefit lines into Mainframe system for new claims.
• Support examiners and analysts by creating and sending out letters for requested information.
• Research and Identify policy information and create verifications with found information for outside companies.
• Accumulate reports on policy status for outside companies.
• Concurrently access multiple databases, software programs, and/or online tools to perform required job functions.
• Attend and actively participate in departmental meetings, trainings, and coaching sessions.
• Maintain high degree of quality control and validation of completed work.
• Meet or exceed established standards for productivity and quality.
• Maintain customer privacy and confidentiality in accordance with HIPAA standards.
• Perform additional duties as assigned by management.

Associate Communications Clerk

Systems Engineer

• Determine business needs by applying insight and business acumen to connect concepts, make recommendations, and understand and support the rationale for changes.
• Help others identify the value behind each requirement and see the value of change.
• Influence solution approaches by participating in and supporting team members through identifying business improvement opportunities, allocating requirements across solution components, and developing design options that achieve the desired future state.
• Cultivate key stakeholder relationships, strategizing to best meet business needs, and ensuring active engagement throughout the project lifecycle.
• Mentor team members through building and managing their own stakeholder relationships.
• Create and drive adherence to business analysis work plans for analysis across multiple products, allocating work, monitoring progress, reporting status, and recommending changes or improvements where appropriate.
• Resolve complex issues and conflicts, being recognized by leadership as an authority in obtaining agreement on requirements and designs and manage/track the approval of requirements across multiple products.
• Work with department leadership to define and modernize BA practices across the organization, including researching, recommending, and implementing new BA techniques and associated tools, templates, and processes.
• Coordinate QA activities including functional, regression, integration, and user acceptance testing (UAT), ensuring thorough coverage of acceptance criteria.
• Collaborate with developers and architects to understand technical designs and translate them into testable requirements and validation strategies.
• Analyze system integrations, data flows, and APIs to identify potential failure points and define appropriate test coverage.
• Serve as a liaison between QA, development, and business teams to ensure delivered solutions meet both functional and non-functional requirements.

Senior IT Business Systems Analyst

AI Engineer

• Lead and develop robust data engineering solutions to meet the needs of our organization and business customers.
• Be responsible for establishing appropriate architecture to support current and future business requirements.
• Mentor team members and provide technical guidance on Cloud Data Lake and Data Warehouse design, development, implementation and monitoring.
• Understand, design and implement Data Security around cloud data infrastructures.
• Provide support and guidance to Data Services and other application development teams on various Data Engineering and Analytics products.

Data & AI Engineer III

• 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.

• Data entry work and indexing using a computer and appropriate software.
• Enter, update, research, verify and/or retrieve data within various systems.
• Operate postage, FedEx and UPS machines.
• Sort 1st class and presort mail and apply proper postage.
• Fill and put away department orders.
• Order labels for mailboxes and make necessary address changes.
• Pick up and drop off daily mail from Post Office and AIMS.
• Deliver bank deposits as necessary.
• Make regular, scheduled inter-office mail pickups/deliveries and distribute mail accordingly.
• Other miscellaneous duties as assigned.

Senior Retention Specialist

Financial Planning and Analysis

• Accurately forecast and report financial results on a monthly, quarterly, and annual basis utilizing performance management software.
• Provide analysis and insight of current or forecasted results and the go-forward impact on the business and financials.
• Provide comprehensive variance analysis, including performance to budget/forecast, identification of gaps, trends, and opportunities within the company, and provide recommendations for possible course corrections necessary to functional department heads and executive leadership.
• Support the design and optimization of Adaptive’s planning modules, workflow, and dashboard capabilities to engage planners, reviewers, and executive approvers at the right time and in a meaningful way.
• Partner with the sales organization and business functions to provide key financial reporting, analytical decision support, recommendations and action plans that drive more efficient and profitable results.
• Organize complex information in a strategic and compelling way, demonstrating strong design acumen and expertise in Excel and PowerPoint techniques.
• Develop mock-ups quickly and iteratively for management presentations, reports, and dashboards.
• Establish and facilitate the company’s annual planning cycle, which includes developing the calendar, coordinating deliverables, creating checklists, communicating expectations, and supporting system readiness.
• Identify, recommend, and lead change management efforts through collaboration with business partners and other areas within the office of the CFO to improve reporting accuracy, eliminate inefficiencies, reduce workloads, and eliminate redundancies.
• Evaluate current financial planning processes and tools and lead potential implementation or refinement of new financial planning and reporting software applications.
• Serve as an active member of project/initiative teams – effectively challenging assumptions and offering financial perspective to drive outcomes.
• Willingness to work, at times and as needed, long hours during the week and on weekends to meet quarterly reporting requirements.

Senior Financial Analyst

• Act as liaison between the Corporate Communications team and internal stakeholders to coordinate, develop, and execute communications strategy to achieve goals.
• Manage content for assigned Marketing channels, suggesting strategic changes and areas for improvement.
• Maintain and update detailed content schedule (weekly, monthly, and yearly) for stakeholders and coordinate with the Corporate Communications team.
• Collaborate with other Marketing Department team members and management to align messaging and communication goals.
• Implement feedback and apply as needed to future assignments.
• Manage, research, and develop campaigns to align with best practices.
• Adhere to and enforce the style guide and brand guidelines to ensure materials are consistent, accurate, and timely.
• Contribute to and/or oversee special projects as assigned.

Corporate Communications Specialist

Sales

• Develop relationships with local, regional, and national brokers to generate new business revenue, as well as protect and grow existing business.
• Travel 50%+ of the time.
• Proactively foster positive relationships with clients in order to achieve a mutual understanding of and develop creative solutions to meet customer needs.
• Build Globe Life Group Benefits brand awareness and provide product expertise and service support for the broker community.
• Manage the entire sales process through cold calling, appointment setting, RFP responses, product training, and attending industry events.
• Meet annual new business development targets and deliver upon renewal targets.
• Develop a marketing plan for the territory, in conjunction with senior management, outlining expectations for the territories sales plan and for relationship building with broker and key distribution partners.
• Work with management to develop sales channels specific to the supplemental health market.
• Participate in conferences, webinars and events that promote Globe Life Benefits key products in its target markets.
• Comply with all company, regulatory and legal requirements.

West Regional Sales Director

Data Entry

• Perform various duties with a high degree of accuracy.
• Responsible for diverse assignments varying in work required at workstations in any area of the department and based on department need.
• Data entry work and indexing using a computer and appropriate software; entering, updating, researching, verifying and/or retrieving data into/from various systems, i.e., Mainframe, Virtual Printer, On Demand, etc.
• Sorting of claims documents ensuring the accuracy and confidentiality of information recorded.
• Enter data via PC into on-line claims system for processing of payment or generate appropriate correspondence, as well as input date for medical records to be requested.
• Other duties as required by the department.

Data Entry Claims Representative

Full-stack Engineer

• Coordinate with clients and other I.T. personnel in analyzing system requests, developing specifications for new system development projects or for maintenance to existing mainframe-based applications.
• Adhere to System Development Life Cycle standards, including preparation of project-related documents as requested by the Project Manager.
• Make design changes to programs, either alone or in concert with other programmers.
• Prepare unit and integration test plans for program changes, and in cooperation with clients and other I.T. personnel, perform the testing.
• Conduct thorough problem analysis regarding technical system and application programs; documents findings and proposes problem resolution alternatives.
• Some on-call responsibilities to support production as needed.
• Communicate effectively with technical and non-technical audiences.
• Communicate project progress and issues as needed.
• Prepare user and operational documentation for programming work performed.
• Serve as a Project Lead for smaller or less complex projects.
• Serve as a mentor for less experienced engineers as needed.
• Serve as a ‘go-to’ resource for complex questions.
• Be a participatory team member, share knowledge, assist with projects as needed and suggest improvements for the system development process.
• Minimal travel required on an as needed basis.

Business Operations Analyst

Customer Retention Representative

Customer Retention Representative – PM Shift

Customer Retention Representative, AM Shift

Manager, AI & Analytics Reporting

Associate Communications Clerk

Senior IT Business Systems Analyst

Data & AI Engineer III

Customer Retention Representative, AM Shift

Senior Retention Specialist

Senior Financial Analyst

Corporate Communications Specialist

West Regional Sales Director

Data Entry Claims Representative

Senior Mainframe Software Engineer