Role Summary:
The New Business Support supervisor manages day to day operations of the new business transfer team. This position leads a team which reviews and prepares transfer paperwork, letters of acceptance, and other exchange forms as needed to the exchanging carriers. In addition, the team is responsible for managing inventory of pending transfers and follow-ups on the status of outstanding exchanges.  This individual will research, document and resolve agent inquires, as well as handle escalations and exceptions. The supervisor is also responsible for identifying methods to improve overall service levels and performance. This position will have contact with various levels of management, third-party administrators, Suitability, and our field force and their uplines. 

Role-Specific Responsibilities:
•    Responsible for driving employee engagement, development, and career growth.
•    Handle escalated phone calls involving service issues or training needs.
•    Responsible for hiring, development and performance management of staff.
•    Responsible for driving employee engagement, development, and career growth.
•    Identify key metrics and help to develop analytics for the new business transfer team.

Client Services:
•    Resolves problems and guides producers in software usage and web initiatives.
•    Resolves moderate to complex sales/operational needs/inquiries as it pertains to product clarification and pending new business processes.

People Management: 
•    Lead and manage the new business tranfer team, continuously improving our ability to quickly resolve outstanding requirements and issue pending annuity business.
•    Create and manage performance standards & reviews.
•    Schedule and monitor the successful training of team members.
•    Conduct monthly face-to-face status updates with each member of the team seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gaging overall employee engagement.

Education and Experience:

• AA or BA degree preferred.
• Relevant experience considered in lieu of degree.
• 6+ years of experience working with an annuity case management team, with emphasis on processing or call center management, and/or other previous industry experience.
• 2+ years in a leadership capacity.
• Demonstrated strong customer relationship management, with previous experience directly working with agents/IMOs, and servicing skills as well as internal corporate relationship management capabilities.
• Successful completion of Life insurance related education such as LOMA or CLU coursework strongly preferred.

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