Life Insurance Contact Center Team Lead

Summary

Join Protective and become a Team Leader in our Customer Experience contact center! In this role, you will be a vital source of process knowledge for your team, acting as a consultant and escalation point. You will support implementation and change management, handle high-volume escalations, and provide expert process knowledge. Responsibilities include training and development, research and issue resolution, workflow improvement, and collaboration. This position requires strong communication, problem-solving, and leadership skills, along with experience in life insurance/annuity and process improvement. Protective offers a competitive salary and a comprehensive benefits package, including health insurance, retirement plans, paid time off, and more.

Requirements

• High school diploma or equivalent; college degree preferred
• 3-5 Years of life insurance/annuity experience
• Experience serving as a mentor or team leader with exposure to auditing and providing feedback to processors and identifying process improvement opportunities
• Willingness to participate in industry and continuous education
• Expert knowledge of work unit processes and systems (i.e, Nextgen, NICE, TLS, TLS-FVL, TLS-VUL, IMS, Client Database, Lifecomm, Corporate Retention, CMOD, CDS, ECRM, DCE)
• Strong working knowledge/experience with Microsoft Office Products (Excel, PowerPoint, Word, etc.)
• Willingness to travel to core sites for training, conferences, etc on an as-needed basis

Responsibilities

• Support end-to-end implementation and change management activities for new capabilities and processes
• Ensure all processes are documented and uploaded to a shared location for team access as needed
• Work with training partners to increase CBT and shared training partner participation for new hires
• Identify tiered and cross-training opportunities and suggest ongoing knowledge training
• Properly support the team manager with prioritization of overall team needs and individualized focus
• Provide management presence across the division in the manager’s absence
• Collaborate regularly with the team manager and other CX leaders to prioritize new partners and products while remaining cognizant of processing impacts
• Manage high-volume escalation calls and process daily production transactions to achieve overall team productivity goals
• Handle high-profile, complex transactions with precision
• Apply deep process knowledge to answer daily questions from team members regarding work unit processes and systems
• Possess a thorough understanding of workflows within the unit and their connections to other units
• Quickly develop or utilize extensive institutional knowledge to review and anticipate workflow and customer impact
• Use this knowledge in interactions with other departments and external entities
• Support training and development for new hires and tiered training for various levels of the management team
• Perform call audits and provide feedback to call center representatives
• Meet routinely and proactively with peers and managers to report issues and trends, and apply activities and decision-making for resolution
• Conduct research, investigate complaints, and handle escalated issues using process and institutional knowledge
• Research complex issues that arise during business operations and create strategies to support the development and governance of knowledge management for both internal and external consumption
• Perform comprehensive assessments of current workflows and recommend solutions to enhance efficiency and effectiveness
• Collaborate with stakeholders to implement improvements in people, processes, and capabilities, ensuring optimal performance and customer satisfaction
• Work closely with internal teams and distributor partners to gather, record, and share essential information
• Provide regular status updates, identify and address issues, streamline processes, and explore opportunities for continuous improvement

Preferred Qualifications

• Excellent verbal and written communication skills with an ability to write clearly and persuasively
• Strong grammar, spelling, and punctuation knowledge
• Ability to write in different tones and styles as required by the project
• Ability to conduct thorough research and present information in a clear, organized manner
• Time-management skills and the ability to handle multiple tasks simultaneously
• Must be flexible and able to adapt quickly to the needs of a constantly changing environment and manage multiple priorities
• Makes timely decisions, readily understands complex issues, and develops solutions that effectively address the problem
• Effective team collaboration across the organization
• Strong influence, critical thinking, and independent problem-solving capabilities

Benefits

• Health, dental and vision insurance
• Mental health benefits and an employee assistance program
• Paid time off, paid parental leave, short-term disability, and a cultural observance day
• Contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching
• ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards
• Annual incentive based on individual and Company performance