Supervisor, New Business Contact Center

Job Summary

This position leads a New Business Contact Center team that serves as the point of contact for our agents, agencies, and IMOs. This position functions as a reactive and proactive liaison between agent inquiries relating to Life/Annuity New Business applications and Underwriting/Suitability questions. This individual will research, document, and resolve escalated agent inquiries with emphasis on the Life and Annuity New Business functions.

Duties and Responsibilities

• Schedule and monitor phone coverage for all inbound calls.
• Ensure Contact Center team achieves required phone coverage.
• Review, analyze, monitor, and maintain reports of associate activities.
• Participate in the development and implementation of Business Continuity Planning for the New Business Contact Center Team.
• Research and track documents and resolve complex service issues.
• Handle escalated phone calls involving service issues or training needs.
• Adhere to company policies and legal requirements regarding sales and product compliance.
• Lead and manage the New Business Contact Center team that proactively responds to all New Business inquiries from our distribution partners.
• Schedule and monitor the successful training of New Business Contact Center team members.
• Create and manage New Business Contact Center team member performance standards and reviews.
• Conduct monthly face-to-face status updates with each member of the New Business Contact Center team seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gaging overall employee job satisfaction.
• Maintain PTO schedule for the New Business Contact Center team.

Experience and Education Requirements

• AA or BA degree preferred.
• Relevant experience considered in lieu of degree.
• 5+ years in customer contact center, preferably in the insurance or financial services industry with focus on customer service, documentation and/or processing.
• 1+ 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 insurance related education such as LOMA or CLU coursework preferred.

Knowledge, Skills & Abilities

• Understands how respective coverage area operates within the context of the industry.
• Quickly processes information and develops solutions in real-time, with practical, measurable business benefits.
• Proactively identifies opportunities to serve the customer.
• Drives effective communication and information exchange across business units.
• Identifies opportunities to use innovative processes.
• Seeks opportunities to cultivate relationships with established contacts in their network.
• Proactively identifies opportunities for others to develop key knowledge, skills and abilities.
• Understands and demonstrates commitment to the departmental vision, strategy, change initiatives and goals.
• Makes decisions and sets priorities; involves others in decisions that impact them when appropriate.
• Leads initiatives to improve service levels and enhance associate engagement.
• Identifies and drives quantitative analysis.
• Responsible for timely production of deliverables.
• Supports monitoring of vendor performance; identifies and escalates issues; develops processes to maximize vendor performance.
• Demonstrates ability to develop solutions in real time with practical, measurable business benefits; supports long term business unit or department planning.

Other Requirements

• Perform other functions, duties and projects, as assigned.
• Regular and punctual attendance.
• Some travel may be required (less than 10%).

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