At TruStage, we’re on a mission to make a brighter financial future accessible to everyone. We put people first, and work hand in hand with employees and customers to create a diverse and inclusive environment. Passionate about building insurance, investment and technology solutions, we push the boundaries of what’s possible. We need you to help us shape what’s next. You’ll be encouraged to share your experiences, ideas and skills to help others take control of their financial future.
Join a team that has received numerous awards for being a top place to work: TruStage awards and recognition
This manager will lead our Retention Team within the Life/AD&D contact center. A successful retention leader will need to have experience and skills to drive both service and sales behaviors of front-line agents, in order to meet service level expectations as well as target metrics for saved and new premium achieved by conserving or offering and selling new policies. Familiarity with licensing requirements for life and health sales, and experience with external sales partner dynamics and business considerations strongly preferred. The new manager will join a team of 3 other managers who support this contact center.
Job Responsibilities:
- Leadership / Coaching
- Provides day-to-day leadership and supervision to team members
- Assists in coaching team to be able to identify inquiries that are beyond the scope of authority and take appropriate actions
- Inspires team to focus on adherence to TruStage policies and processes, as well as federal and state laws and regulations
- Fosters a positive work environment
- Develops and maintains productive working relationships with team members-some of which may be field based
- Career Development / Performance & Dialogue
- Set goals and standards of performance for the team which is linked to business goals; use appropriate measurement methods to monitor progress; take suitable accountability for successful completion of assignments or tasks
- Provides ongoing dialogue to team members about their performance
- Coaches and helps establish individual development and career plans
- Coordinates with Learning Consultant on career development opportunities
- Performance Management
- Completes Quality Assurance reviews for team members
- Ensures staff compliance with company processes, federal and/or state regulations as required
- Monitors and evaluates Quality Assurance and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targets
- Analyze periodic performance indicators and communicate regularly to team members
- Prepares employee performance appraisals and merit recommendations
- Issue Resolution
- Investigates and resolves issues as required - whether customer issues, team issues or departmental issues
- Operations Management / Continuous Improvement
- Identifies, designs and makes recommendations for process changes to improve customer experience
- Maintains an awareness of TruStage and Collateral Protection Insurance
- Promotes and maintains a positive, professional image of TruStage
- Participates in specials projects as assigned by manager
- Communication
- Informs team of changes, potential changes and other pertinent information affecting the department
- Plans, coordinates and conducts meetings to discuss operational procedures and provide ongoing training to the team as needed
- Supports the on-site dissemination of TruStage corporate-wide and Center-specific communications (i.e., bulletin boards, video monitors, peer recognition, etc.)
- Business Continuous Improvements
- Identifies and makes recommendations for process changes to improve customer experience
- Notifies leadership of any issues that require exceptions to the normal process procedures
- Provides assistance to other departments (Claims, Product Administration, Product, and Sales) as needed
- Coordinates with other departments (Claims, Product Administration, Product and Sales) to ensure that performance targets are met
- Promotes and maintains a positive, professional image of TruStage
The above statement of duties is not intended to be all inclusive and other duties will be assigned from time to time.
Job Requirements:
- Bachelor's degree in Business or equivalent work experience
- 6-8 years of experience in customer service, administration or operations, preferably in the financial services and/or insurance industry
- Prior supervisory experience preferred
- Strong interpersonal and demonstrated team-building and coaching skills; proven teamwork and collaboration
- Demonstrated analytical and problem-solving skills; ability to apply sound judgment and make effective decisions
- Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities
- Prior experience with project management methodology is strongly preferred
- Ability to communicate at all levels with clarity and precision, both written and verbal Ability to adapt in a changing work environment
- Advanced technical / computer skills, including MS Word, Excel, PowerPoint, SharePoint, etc.
- Life and Health Licenses
If you’re ready to help make a difference, apply today. Please provide your Work Experience and Education or attach a copy of your resume. Applications received without this information may be removed from consideration.
Compensation may vary based on the job level, your geographic work location, position incentive plan and exemption status.
Base Salary Range:
$81,500.00 - $122,300.00
At TruStageTM, we believe a sound, inclusive benefits program is of vital importance, along with a flexible workplace that allows for work-life balance, career growth and retirement assistance. In addition to your base pay, your position may be eligible for an annual incentive (bonus) plan. Additional benefits available to eligible employees include medical, dental, vision, employee assistance program, life insurance, disability plans, parental leave, paid time off, 401k, and tuition reimbursement, just to name a few. Beyond pay and benefits, we also recognize that flexibility, including working in a place you prefer, is essential to caring for our employees. We will continue to strive to offer flexibility and invest in technology and other tools that will make hybrid working normal rather than an exception, so that when “life happens,” you can focus on what’s most important.
Accommodation request
TruStage is a place where everyone can bring their best self and thrive. If you need application or interview process accommodations, please contact the accessibility department.
