Operating within the core values and operating principles of the organization, manages daily operational activities and the processing of member transactions in the Member Service organization. Oversee the processing of complex, and confidential life and annuity insurance transactions.  Leads and monitors the work of associates in the Member Service organization to ensure work is systematically organized and accomplished in a timely and accurate manner.

Must be well-organized and focused in order to deliver on strict timelines and meet tight deadlines.  Must reflect a strong professional impact with highly effective communication skills. Perform various processing duties to meet the unit's deadlines as required.

Establish and communicate clear expectations to the associates performing duties within the organization in order to meet and exceed Company objectives.

Continually model and promote a positive and favorable Company image.  Create an environment that fosters a highly engaged workforce.   

Schedule work hours, assign job duties and evaluate employee work performance in order to ensure objectives are met.  Performance manages staff based on established corporate guidelines.

Responsible for consistently monitoring and coaching Member Service Advocate’s calls and provide feedback to ensure desired call quality.   

Ensure accurate, timely and efficient processing of unit transactions.

Provide recommendations and act upon process improvement opportunities in a way that maximizes the efficiencies and effectiveness of the department.

Demonstrate and employ effective project management skills and practices. 

Oversee and partner with others to ensure associates are provided the knowledge and resources and training in order to perform the duties of their jobs.   

Fully engage in and take ownership of planning and organizing short and long-term activities to achieve business objectives. 

Participate and take ownership in the selection, hiring, training and development of assigned associates.

Ensure timely and confidential handling of associate records.

Responsible for oversight of the call center technology that enables management to plan for and react to changing business demands.   

Perform other duties as assigned.

Required Skills

• Achieves Results/Has Bias for Action - Achieves stretch results. Strong bias for action with sense of urgency and high energy.  Practices collaborative working environment to achieve more.
• Customer Focus - Has ability to look from customer’s view. Viewed as business partner by external and internal customers.  Anticipates customer needs to ensure no barriers to doing business.
• Uses Effective Communication Skills - Candid, clear and concise in communication. Effectively matches style, tone and method to audience.  Connects with intended audience.  Manages communication and feedback within the organization.
• Displays Leadership/Team Orientation - Works collaboratively to achieve organization’s success. Effectively uses position and interpersonal skills, mobilizes and inspires others to take action (situational leadership).  Willing and able to lead beyond area of expertise.
• Talent Selection & Management - Provides positive coaching. Actively engages staff in challenging assignments.  Holds self and others to high standards.  Identifies and hires high potential candidates.  Takes action and provides timely and specific feedback to non-performers. 
• Technical/Professional Skills - Hold self and others to high standards. Strives to stay ahead of technical/professional expertise to include specific areas of responsibilities.  Is proactive and inspires others to stay current in areas of technical expertise.
• Strategic Effectiveness – Demonstrates an organization-wide perspective and creates a shared vision and purpose.
• Business Management – Embrace and model behaviors reflecting sound business principles. Shows initiative in planning and executing processes that result in defined measurable results.

Required Experience

College degree or equivalent experience preferred.

Successful completion of LOMA courses 1, 2, 3 & 4 preferred.

Associate of Customer Service preferred.  Within 12 months of starting within the position, the incumbent must obtain the ACS designation.

Within 6 months of starting within the position, the incumbent must successfully complete the life insurance licensure. 

• Achieves Results/Has Bias for Action - Achieves stretch results. Strong bias for action with sense of urgency and high energy.  Practices collaborative working environment to achieve more.
• Customer Focus - Has ability to look from customer’s view. Viewed as business partner by external and internal customers.  Anticipates customer needs to ensure no barriers to doing business.
• Uses Effective Communication Skills - Candid, clear and concise in communication. Effectively matches style, tone and method to audience.  Connects with intended audience.  Manages communication and feedback within the organization.
• Displays Leadership/Team Orientation - Works collaboratively to achieve organization’s success. Effectively uses position and interpersonal skills, mobilizes and inspires others to take action (situational leadership).  Willing and able to lead beyond area of expertise.
• Talent Selection & Management - Provides positive coaching. Actively engages staff in challenging assignments.  Holds self and others to high standards.  Identifies and hires high potential candidates.  Takes action and provides timely and specific feedback to non-performers. 
• Technical/Professional Skills - Hold self and others to high standards. Strives to stay ahead of technical/professional expertise to include specific areas of responsibilities.  Is proactive and inspires others to stay current in areas of technical expertise.
• Strategic Effectiveness – Demonstrates an organization-wide perspective and creates a shared vision and purpose.
• Business Management – Embrace and model behaviors reflecting sound business principles. Shows initiative in planning and executing processes that result in defined measurable results.