At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to Make Tomorrow Better.
Role Overview:
Could you be our next Retention Back Office Supervisor? American Income Life is looking for a Retention Back Office Supervisor to join the team!
In this role, you will be responsible for managing reinstatement processes and contact center transactions. The Retention Back Office Supervisor will assist with overseeing, tracking, and processing agent conservations for the Customer Retention Department. This position will also oversee waiver of premium and payment processing functions performed from call center retention efforts.
This is a remote / work-from-home position.
What You Will Do:
- Monitor and assign Back Office tasks while tracking KPI targets for time and accuracy.
- Ensure audit targets are met and quality feedback is provided.
- Assist agents with escalation and reinstatement questions and partner with the field to handle questions and concerns timely.
- Complete reporting for Reinstatement Initiatives and provide management with dedicated status updates and trend reporting.
- Review and approve refunds processed by Reinstatement Clerks.
- Manage a team of clerks with varying skill levels, including reviewing, approving, and editing timesheets through Kronos.
- Oversee overall work product accuracy, hire new staff, and facilitate corrective actions and employee improvement plans as necessary.
- Assist in all positions as needed.
- Ensure department goals are met.
What You Can Bring:
- High School Diploma or Equivalent; Associate degree and/or equivalent work experience preferred.
- 3 years of previous supervisory experience required; life insurance experience preferred.
- Ability to work independently, manage remote employees, and meet deadlines.
- Strong leadership, people, organizational, and time management skills.
- Ability to handle multiple projects at once with attention to detail.
- Excellent verbal communication skills and ability to interact professionally with a diverse group.
- Excellent MS Office skills a must (Word, Excel, and Access a plus); ability to run basic SQL queries.
How American Income Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at American Income Life:
Competitive compensation designed to reflect your expertise and contribution.
Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
Robust life insurance benefits and retirement plans, including a pension plan.
Paid holidays and time off to support a healthy work-life balance.
Parental leave to help our employees welcome their new additions.
Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
Company-paid counseling for assistance with mental health, stress management, and work-life balance.
Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At American Income Life, your voice matters.
Skills Required
- High school diploma or equivalent
- Three years of previous supervisory experience
- Ability to work independently, manage remote employees, and meet deadlines
- Strong leadership, people, organizational, and time management skills
- Ability to handle multiple projects simultaneously with attention to detail
- Excellent verbal communication and professional interaction skills
- Excellent Microsoft Office skills
- Ability to run basic SQL queries
- Associate degree or equivalent work experience
- Life insurance experience
- Microsoft Excel and Access experience
Globe Life Compensation & Benefits Highlights
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Retirement Support — Retirement programs are described as a standout, combining a company-matched 401(k) with a traditional pension. Company materials and current postings indicate both are available to eligible employees.
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Parental & Family Support — Paid maternity and parental leave at full pay is highlighted as part of the package. Feedback suggests these offerings contribute meaningfully to family-friendly policies.
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Wellbeing & Lifestyle Benefits — A broad set of extras—such as counseling/EAP resources, financial and legal assistance, fitness/wellness programs, and education support—expands the package beyond core insurance and retirement. These additions are presented as part of a comprehensive benefits suite.
Globe Life Insights
What We Do
Globe Life is a national insurance company that helps protect the financial futures of working families. Serving millions of policyholders, Globe Life provides life and supplemental health insurance products designed to help customers prepare for the unexpected and protect what matters most. For more than a century, Globe Life has built its business around providing financial protection and delivering on its commitments to customers. Today, people across the organization bring together expertise in areas including insurance operations, customer care, technology, actuarial, finance, and other professional functions to serve policyholders and support the business. Globe Life reaches customers through multiple distribution channels, including independent insurance agents affiliated with its agency divisions. Across the organization, the work is connected by a common purpose: helping provide families with financial protection and support when they need it most.
Why Work With Us
Globe Life combines long-term stability with opportunities to build a meaningful career. Employees can grow through professional development, internal mobility, mentoring, and leadership programs, with benefits that support their future, including a company-matched 401(k) and pension plan for eligible employees.
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Globe Life Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Work arrangements at Globe Life vary by role — onsite, remote, or hybrid (home Mon/Fri, office Tue–Thu). Every setup is matched to the job and team. Regardless of location, professionalism, collaboration, and accountability are always expected.
