Illinois Mutual

Manager

• Lead, coach, and develop team members within the call center work environment, as well as those handling complex and escalated policyowner requests managed outside of the call center; manage performance, training, and staffing, including participating in the hiring process for department team members.
• Oversee departmental workflows and ensure consistent application of procedures.
• Handle escalated service issues and complex policy inquiries.
• Collaborate with other department leadership team members on staffing plans, budget processes, and departmental goals.
• Drive process improvements and implement best practices.
• Maintain strong communication with internal and external stakeholders.
• Support, and as needed facilitate, department audit, quality assurance, and compliance efforts and processes.
• Demonstrate ability to interpret policy provisions for all active policy types.
• Represent the department in meetings, committees, and cross-functional initiatives.

Policy Service Manager

Business Development Rep

• Proactively drive new business through outbound calls, email campaigns, and lead follow-up.
• Convert inbound inquiries into closed sales by identifying partner agent needs and offering tailored solutions.
• Execute cross-sell and upsell strategies to maximize account value and deepen client engagement.
• Collaborate with the Head of Carrier Relations and Partnerships to develop and implement agent recruitment and activation strategies.
• Build lasting, trust-based agent relationships with agents and agencies.
• Conduct quarterly business reviews to uncover new sales opportunities and ensure agent satisfaction.
• Lead persuasive product training that drive agent activation and sales enablement.
• Manage a pipeline of opportunities using Salesforce and other CRM tools to track progress and forecast results.
• Collaborate with internal teams (underwriting, policy service, agent contracting & commissions, IT) to streamline the sales process and resolve issues quickly.
• Continuously analyze sales performance and market trends to identify areas for improvement and innovation.

Business Development Coordinator

• Develop and enforce standards for agent onboarding, licensing, appointments, contracting changes, commission and override assignments, and terminations.
• Ensure accurate agent record setup and maintenance across all systems
• Administer agent contracting changes, including updates to agreements, agent hierarchies, compensation schedules and business relationships.
• Oversee agent termination and offboarding activities, ensuring timely system updates and compliance.
• Conduct inbound and outbound calls with agents, general agents, regional managers and internal teams to verify all aspects of the appointment, contracting and termination activities.
• Collaborate with IT to drive automation, improve operational processes, and proactively identify and correct commission discrepancies.
• Manage state licensing records by maintaining accurate records, processing forms and fees, tracking renewals, and addressing compliance issues.
• Maintain and administer third-party vendor systems and company records ensuring accurate user access, adherence to procedural updates, timely invoice processing, and proper management of agent additions and terminations.
• Oversee agency communications by ensuring letter templates are current, accurate and properly maintained through updates and deletions.
• Administer and oversee advanced commission approvals using background check and credit reporting and manage agent debt collection activities in accordance with regulatory and internal financial controls.
• Manage the payment of persistency and production bonuses based on determinations made by the Vice President, Sales and Distribution.
• Administer IRS levy processing in accordance with applicable federal regulations and internal controls.
• Develop and implement a comprehensive training and audit program, and assist with training new employees as needed.
• Provide leadership and manage for accountability regularly to ensure strong individual and team performance, development and attendance.
• Conduct team meetings and touchpoints to ensure impactful communication and facilitate reliability and forward progress.

Policy Service Manager

Business Development Coordinator

Manager, Agent Contracting and Commissions