Operations Lead - Inbound Payment Center
Operations Lead - Inbound Payment Center
Company Summary
Come join one of America’s fastest growing insurance companies with a stable history of 175 years. At National Life Group (“NLG”), we offer a flexible work environment with opportunity for growth. As a mission-driven business, our promises are as important as the products we sell. We encourage our associates to live our values: Do Good. Be Good. Make Good.
Our mission extends beyond the insurance and annuities policies that we sell. Our cause is also to make the world a better place through grants from our charitable foundation, paid time for our employees to volunteer, environmentally sustainable and healthy work sites, and events that promote the work of nonprofits in our own backyard.
We invite you to explore what we have to offer and to join our cause.
Role Summary
The Operations Lead plays a key role in After Issue Services by promoting a seamless service experience for both internal and external customers. The Operations Lead will help the team succeed in meeting production, quality, and customer service goals. This role is highly customer-facing and frequently communicates with agents, customers, as well as internal teammates across operations. A successful candidate has mastery with processes and procedures and can explain the why behind what we do. This role involves resolving complex escalations; engaging, motivating, and coaching team members for improvement; and utilizing relationships to address issues efficiently. The Operations Lead models urgency, quality and caring curiosity to aid the team in achieving goals and resolving field concerns and demands.
Essential Duties and Responsibilities
- Collaborates with leadership and other internal & external stakeholders to achieve goals of the team, including production and quality goals while ensuring a positive team dynamic.
- Maintains foundational knowledge and understanding of daily processing (e.g. business systems, best practices, product knowledge, etc.). Continuously seeks means by which to improve processing times while maintaining quality and service expectations.
- Mentors and teaches others regarding internal work processes and opportunities to gain efficiencies and drive change for positive upstream and downstream impact. Teaches others team members how to be successful in their daily production.
- Identifies gaps in internal processes and partners with stakeholders to implement, communicate and document changes to drive consistency and a positive customer experience across the organization.
- Works closely with manager (and workflow coordinator, as applicable) to assess team metrics and determine urgency and priorities. Assigns tasks and training to team members to ensure production needs are consistently met.
- Works with Team Manager (and others) to resolve complex escalations, and keeps key stakeholders informed, when necessary.
Minimum Qualifications
- High School Diploma.
- 3-5 years of relevant work experience
- Life insurance and/or Annuity industry experience required
- Manages ambiguity
- Demonstrates emotional intelligence and interpersonal savvy
- Elevates others
- Collaborates
- Manages complexity and problem solving
- Business insights
- Resourcefulness
- All other duties as assigned
Work Arrangements: This position currently offers an onsite hybrid work schedule, with the expectation that you will be in the office for our core days. Our current onsite core days are Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion.
Preferred Qualifications
- Bachelor’s Degree
- Experience in financial services including banking or asset management