DE031910 - Insurance Operations Specialist

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Insurance Operations Specialist WORK SETUP: RTO Responsibilities:

Coach and develop a team of 15-20 front line inbound customer service representatives that assist our participants with accessing their account online and answering general questions about rollovers or withdrawals from their retirement savings products.

Coach representatives on KPI results through evaluating, rewarding, and motivating representatives.

Assist Manager in floor management, ensuring accurate production levels, training, and retention of representatives.

Champion effective adherence to quality assurance standards, participate in call calibration sessions and ensure consistency in QA scoring. Identify needs for improvement of effective processes and training to drive reduction in errors.

Ensure procedural and regulatory accuracy and adherence through effective quality monitoring techniques and workflow observance.

Serve as department subject matter expert and co-facilitator for new hire onboarding and training.

Provide frequent feedback and direction to representatives by assessing overall skills and readiness levels

Effectively lead change to empower and retain employees

May be assigned other tasks or assignments as required by the project. OTHERS Project Shift Schedule: Night Shift Project Rest Day: Weekends Project/Team Location: Muntinlupa Filinvest Axis Tower One

SKILL AND QUALIFICATIONS o College graduates o Open to college undergraduates o At least 3yrs experience in Contact Center environment, and with Life Insurance and/or Retirement background o Experience leading and developing teams in a contact center environment within financial services or insurance, with the ability to support representatives handling complex participant needs. o Strong communicator and motivating leader with a customer centric approach—skilled at coaching teams, simplifying complex plan or insurance concepts, and driving high quality participant experiences. o Highly organized and analytical, able to adapt to shifting priorities, use data to guide decisions, and champion efficiency or CX improvement initiatives that boost team performance. o Collaborative, flexible, and tech savvy (preferably with NICE, IEX and Salesforce familiarity), comfortable working in fast paced settings, adopting new tools, and providing reliable leadership coverage across varied schedules and time zones.

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