DE031911 - Insurance Operations Senior Analyst

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 Senior Analyst 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

Strong interpersonal skills and customer service skills are necessary as is the ability to remain customer service oriented during situations in which participants may be frustrated or upset. Handle escalated participant issues and calls

The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required. Must be able to prioritize multiple tasks

Effectively coach in a hybrid work environment

Strong organizational, leadership and decision-making skills

The ability to protect and maintain the confidentiality of participant PII and follow standard operating procedures to ensure compliance with various accrediting bodies such as FINRA and SEC 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 2 yrs experience in Contact Center environment, preferably with Life Insurance and/or Retirement background. 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 operations improvement initiatives that boost team performance o Collaborative, flexible, and tech savvy o Comfortable working in fast paced settings, adopting new tools, and providing reliable leadership coverage across varied schedules and time zones

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