Overview

Summary of Responsibilities:

Coordinates workflow and monitors activities to assist management in ensuring efficient, timely and accurate processing of transactions that meet established service standards. Has responsibility for coordinating the training of department associates. Conducts quality control functions within the department, and provides management with timely feedback and statistical data. Handles complex requests or problem situations. Represents the department on new product implementation committees. The Team Lead also stays current with Company operating procedures and policy provisions.
Responsibilities

Position Responsibilities:

• Reviews workflow on a daily basis, and allocates resources to process production work as needed.
• Serves as a first-line resource for team members assisting with processing questions, escalated complaints/cases, problem solving and resolution. Answers questions providing clear, accurate instructions regarding processes and procedures.
• Researches complaint cases and inquiries including Insurance Department complaints, and provides detailed information regarding Company practices and policy provisions.
• Monitors and reviews daily production reports, researching and identifying trends to alert management of potential problems and Company exposure.
• Performs quality audits of a predetermined percentage of processes and transactions. Oversees any necessary correction, and notes any problems or trends that indicate a gap in training or procedural documentation.
• Prepares work orders to initiate changes and/or enhance or automate processes as a result of system changes.
• Maintains reference documentation relating to policy provisions, policy forms and departmental procedures.
• Provides information and assists with research for all internal and state audits.
• Researches, develops, writes and updates procedures relating to various department processing.
• Works closely with other Team Leaders to address workload balancing and resource allocation to support the needs of all teams in the department and realize potential synergies among teams.
• Acts as a liaison between the operating areas and Technical Services as needed in regards to problem resolution, procedural updates and product implementation.
• Serves on various project committees involving implementation of new products, new systems, workflow and process improvements.
• Maintains advanced product and procedural knowledge.
• Performs other duties as assigned by management.

Qualifications

Selection Criteria:

• Proven experience in either insurance, banking or related financial industry customer service and/or processing department. This includes activities involving accounting, telephone customer service and processing financial transactions.
• Demonstrated operations/product knowledge including contract provisions, variable products, tax ramifications, etc.
• Demonstrated strong attention to detail with excellent organizational skills.
• Demonstrated experience in completing multiple functions effectively and accurately while maintaining a professional demeanor under demanding business situations.

• Proven examples from work experience of maintaining a high degree of accuracy associated with high volumes of work and related input into PC applications. Requires the ability to continuously make repetitive motions of the wrists, hands and/or fingers continuously.
• Demonstrated strong analytical skills, including demonstrated experience identifying and quantifying problems and providing effective resolutions.
• Demonstrated excellent verbal and written skills with the ability to successfully interpret and communicate business needs between internal and external customers in a clear and concise manner while following proper rules of punctuation, grammar, diction and style.
• Demonstrated experience in working independent of direct supervision. Experience must include independently identifying complex problems, quantifying the problems and resolving the problems.
• Proven experience working in a customer-oriented field and effectively articulating information to clients in an empathetic and understanding manner to resolve customer concerns/inquiries.
• Demonstrated experience working effectively within a team.
• Proven exposure to market-sensitive investments in either servicing or processing of transactions.
• Demonstrated experience in learning and applying administrative rules governing complex financial investment instruments.

Work Setting:

• This position works in an office setting and remains continuously in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.

Educational Requirements:

• High school diploma/GED.
• Some college work preferred.

Computer Skills and Knowledge of Hardware & Software Required:

• Proficient in word processing and spreadsheets, and working knowledge of databases.

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):

• May require FINRA Series 6 and 63 License.

Position Demands:

• Extended hours required during peak workloads or special projects.