Illinois Mutual

Call Center Representative

• Efficiently and effectively train, develop and monitor overall performance of direct reports
• Actively monitor progress of direct reports and ensure team is trained to respond professionally, courteously, quickly and accurately to all inquiries from customers
• Works to resolve inquiries pertaining to the call centers and serves as a resource for the department
• Complete call coaching for all department employees eligible for call coaching program and facilitate results per department plan
• Monitor call centers daily and make scheduling, timing and/or administration recommendations to management accordingly
• Demonstrate ability to interpret policy provisions for all active policy types
• Execute in depth knowledge of all departmental processes relating to company procedures and facilitate consistent application throughout department
• Communicate effectively with both internal and external customers
• Take a proactive lead role in the daily workflow of the teams
• Provide strong leadership and set a professional example for direct reports
• Foster communication to maintain positive, professional relationships with direct reports
• Proactively look for continued ways to improve efficiencies within the department
• Efficiently process service requests from assigned work queue as necessary
• Attend, participate and present as assigned for team and department meetings
• Identify needs of our customers and take appropriate escalation action
• Efficiently and effectively intervene and appropriately research any product related problems that may arise within the teams
• Act as a liaison between direct reports and management
• Recommend, manage and handle special projects as needed
• Participate in interview and hiring process of applicants for open positions
• Assume additional responsibilities as needed in the absence of departmental management and/or other supervisor

Call Center Supervisor

Account Executive

• Engage inbound sales inquiries and proactively move opportunities forward through discovery conversations and providing expertise on products, concepts, illustrations, systems, and resolution of issues impacting sales progress.
• Conduct outbound calls focused on near-term sales opportunities to quickly advance deals to the next sales stage.
• Partner with the Senior Account Executive to support territory goals and ensure coordinated agent outreach.
• Build and maintain strong day-to-day relationships with agents and agencies.
• Effectively move opportunities through the sales funnel and toward close.
• Identify opportunities to cross-sell and upsell products or riders to meet agent and client needs.
• Utilize CRM software to document interactions, track opportunities, and maintain accurate agent records.
• Coordinate with underwriting, onboarding, and case management to ensure smooth execution and issue resolution.
• Maintain strong product knowledge in individual life and disability income insurance.
• Stay informed on system tools, sales processes, and internal workflows to support agent efficiency.