Supervisor, Life New Business

Supervisor, Life New Business

This position leads a Life New Business 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 a Life Product, Illustrations, New Business, and Underwriting questions. This individual will research, document, and resolve agent inquiries with emphasis on the Life New Business Function.

Duties and Responsibilities

Manage and distribute incoming Life new business for the Life New Business team.

Schedule and monitor phone coverage for all inbound calls.

Ensure Life Case Management achieves required phone and transaction performance.

Review, analyze, monitor, and maintain reports of associate activities. Analysis of these reports will be provided to the Director, Life New Business.

Participate in the development and implementation of Business Continuity Planning for the Life New Business Team.

Research and track documents and resolve complex service issues with emphasis on a designated function.

Handles escalated phone calls involving service issues or training needs.

Resolves problems and guides producers for all Life New Business and Presale software usage and web initiatives.

Resolves moderate to complex sales / operational needs / inquiries as it pertains to product clarification, pending new business, supply needs, and illustrations.

Adheres to company policies and legal requirements regarding sales and product compliance.

Lead and manage Life New Business team that proactively responds to all Life New Business and presale inquiries from our distribution partners.

Schedule and monitor the successful training of Life New Business team members.

Create and manage Life New Business team member performance standards and reviews.

Conduct monthly face-to-face status updates with each member of the Life New Business team seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gaging overall employee job satisfaction.

Maintain PTO schedule for Life New Business team.

Experience and Education Requirements

AA or BA degree preferred.

Relevant experience considered in lieu of degree.

6+ years of experience working with a life case management team, with emphasis on processing or call center management, and / or other previous industry experience.

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 Life insurance related education such as LOMA or CLU coursework strongly 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 (i.e., thinks on one's feet).

Proactively identifies opportunities to serve the customer.

Drives effective communication and information exchange among functional areas.

Reads a wide range of audiences and situations and quickly adjusts communication style accordingly; selects appropriate communication channel and tone to deliver tough messages.

Identifies opportunities to use innovative processes.

Ability to coach and mentor colleagues on digital techniques and accelerators used at F&G.

Seeks opportunities to cultivate relationships with established contacts in their network.

Provides guidance on what information to gather to achieve business objectives and how to efficiently obtain information that is not easily available.

Proactively suggests challenging and relevant 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 / participates in process improvement activities.

Identifies and drives quantitative analysis.

Owns responsibility 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.

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%)