Supervisor, Life New Business

Job Summary

This position leads a Life New Business team that serves as the point of contact for our agents, agencies, and IMOs. This position functions as a reactive and proactive liaison between agent inquiries relating to a Life Product, Illustrations, New Business, and Underwriting questions. This individual will research, document, and resolve agent inquiries with emphasis on the Life New Buisness Function.

Duties and Responsibilities

• Manage and distribute incoming Life new business for the Life New Business team.
• Schedule and monitor phone coverage for all inbound calls,
• Ensure Life Case Management achieves required phone and transaction performance.
• Review, analyze, monitor, and maintain reports of associate activities. Analysis of these reports will be provided to the Director, Life New Business.
• Participate in the development and implementation of Business Continuity Planning for the Life New Business Team.
• Research and track documents and resolve complex service issues with emphasis on a designated function.
• Handles escalated phone calls involving service issues or training needs.
• Resolves problems and guides producers for all Life New Business and Presale software usage and web initiatives.
• Resolves moderate to complex sales/operational needs/inquiries as it pertains to product clarification, pending new business, supply needs, and illustrations
• Adheres to company policies and legal requirements regarding sales and product compliance.
• Lead and manage Life New Business team that proactively responds to all Life New Business and presale inquiries from our distribution partners.
• Schedule and monitor the successful training of Life New Business team members.
• Create and manage Life New Business team member performance standards and reviews.
• Conduct monthly face-to-face status updates with each member of the Life New Business team seeking process improvement suggestions, discussing employee development plans, addressing concerns, and gaging overall employee job satisfaction.
• Maintain PTO schedule for Life New Business team.

Experience and Education Requirements

• AA or BA degree preferred.
• Relevant experience considered in lieu of degree.
• 6+ years of experience working with a life case management team, with emphasis on processing or call center management, and/or other previous industry experience.
• 1+ years in a leadership capacity.
• Demonstrated strong customer relationship management, with previous experience directly working with agents/IMOs, and servicing skills as well as internal corporate relationship management capabilities.
• Successful completion of Life insurance related education such as LOMA or CLU coursework strongly preferred.

Knowledge, Skills & Abilities

• Understands how respective coverage area operates within the context of the industry.
• Quickly processes information and develops solutions in real-time, with practical, measurable business benefits (i.e., thinks on one’s feet).
• Proactively identifies opportunities to serve the customer.
• Drives effective communication and information exchange among functional areas.
• Reads a wide range of audiences and situations and quickly adjusts communication style accordingly; selects appropriate communication channel and tone to deliver tough messages.
• Identifies opportunities to use innovative processes.
• Ability to coach and mentor colleagues on digital techniques and accelerators used at F&G.
• Seeks opportunities to cultivate relationships with established contacts in their network.
• Provides guidance on what information to gather to achieve business objectives and how to efficiently obtain information that is not easily available.
• Proactively suggests challenging and relevant opportunities for others to develop key knowledge, skills and abilities.
• Understands and demonstrates commitment to the departmental vision, strategy, change initiatives and goals.
• Makes decisions and sets priorities; involves others in decisions that impact them when appropriate.
• Leads/participates in process improvement activities.
• Identifies and drives quantitative analysis.
• Owns responsibility for timely production of deliverables.
• Supports monitoring of vendor performance; identifies and escalates issues; develops processes to maximize vendor performance.
• Demonstrates ability to develop solutions in real time with practical, measurable business benefits; supports long term business unit or department planning.
• Demonstrates ability to develop solutions in real time with practical, measurable business b