Annuity Supervisor 1.13.25

Description and Requirements
Role Value Proposition:
The Supervisor is responsible for working closely with the team to assist with questions, concerns, decision making and keep the team on track and in compliance with commitments to ensure we are delivering on the promises to our customers and business partners. This is an exciting opportunity to help shape and enhance the service experience offered by MetLife.
Success in this role requires Annuity product knowledge and the ability to manage and inspire a team of highly motivated and customer focused individuals. Annuity Supervisor manages associates in meeting multiple objectives, e.g., customer experience, quality and time management, as well as promotes MetLife strategic initiatives to continually improve customer experience.
In addition to leading your direct team you will collaborate closely with Annuity Product, Compliance, Annuity Operations as well as the rest of GOSC in an environment where every contribution is respected, and every perspective is heard.
Job Title: Annuity Supervisor
Location: Warwick, RI. Virtual Role with In-Person Training. New hires must live within a commutable distance of our Warwick location.
Key Responsibilities:

• Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
• Supervise and lead a team of customer care associates who engage in providing service on a variety of MetLife products ensuring a superior customer experience.
• Proactively coach, motivate and develop associates to ensure their performance exceeds our customer's expectations. Hold them accountable for those results.
• Partner with recruiting to acquire new and diverse talent into the service organization with the requisite customer orientation, skill set and knowledge to build and strengthen customer relationships and drive profitable growth.
• Monitor associate calls and provide feedback on quality of information, quality of interaction and following appropriate procedures.
• Create performance appraisals for associates, including tracking performance trends for determination of recognition and disciplinary action.
• Ensure department compliance with all applicable ERISA, HIPAA and internal Quality Management Systems regulations and guidelines.
• Foster collaboration among peers and with other partners by building effective, results-driven relationships in order to leverage resources across GCSO and MetLife.
• Support revenue generation initiatives.

Essential Business Experience and Technical Skills:
Required:

• New hires should live a commutable distance from the site the role is posted in.
• 1+ years of Supervisor or Manager Experience in a Call Center, the Financial Industry, or Insurance.
• 1+ years of Call Center Experience.
• Obtain FINRA Series 6 license within 90 days and Series 26 within 6 months of hire date.
• Ability to work during the hours of operation of 8:30am-6:30pm EST Monday-Friday.
• High School Diploma or GED Equivalent.
• Commitment to continuous, ongoing improvement in the level of service provided to internal and external customers.
• Ability to create a work environment that fosters high morale & employee engagement within a service operation that is fast paced and subject to frequent change.
• Demonstrated problem solving and decision-making skills along with the ability to manage multiple projects.
• Strong supervisory/leadership capability.

Preferred:

• Current Series 6 & Series 26 FINRA licenses preferred; will need to be obtained upon hire.
• Bachelor's, associate's degree or higher.
• Demonstrated excellent interpersonal communication and coaching skills in order to develop talent for the future.
• Ability to manage change and to support company-wide initiatives.
• Ability to work effectively as a member of a supervisory team.
• Knowledge of the organization's operations, quality management tenets, products and services as well as those of related organizations and business partners.
• General understanding of the Company's Human Resources policies and procedures.
• Demonstrated commitment to diversity, integrity and value of the contributions of associates at all levels in the organization.

Business Category
Global Customer Service & Operations
Number of Openings
1
At MetLife, we are leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we are dedicated to making a difference in the lives of our customers.
•
•
The salary range for applicants for this position is $62,300.00 - $74,700.00.
Benefits We Offer
Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, volunteer time off, tuition assistance and much more!
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies", Fortune World's 25 Best Workplaces™ for 2024, as well as the 2024 Fortune 100 Best Companies to Work For ®, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services. At MetLife, it's #AllTogetherPossible . Join us!
Equal Employment Opportunity/Disability/Veterans
If you need an accommodation due to a disability, please email us at [email protected]. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
MetLife maintains a drug-free workplace.
$62,300.00 - $74,700.00