Payment Center Workflow Coordinator

Payment Center Workflow Coordinator

Company Summary

Come join one of America’s fastest growing insurance companies with a stable history of 175 years. At National Life Group (“NLG”), we offer a flexible work environment with opportunity for growth. As a mission-driven business, our promises are as important as the products we sell. We encourage our associates to live our values: Do Good. Be Good. Make Good.

Our mission extends beyond the insurance and annuities policies that we sell. Our cause is also to make the world a better place through grants from our charitable foundation, paid time for our employees to volunteer, environmentally sustainable and healthy work sites, and events that promote the work of nonprofits in our own backyard.

We invite you to explore what we have to offer and to join our cause.

Role Summary

• Join our Customer Innovation Group to provide workforce coordination to customer-facing payment center team. This role reports to the Manager of the Life Inbound Payment Center.
• The Payment Center Workflow Coordinator uses data to proactively plan for effective departmental workflow coverage to drive productivity. This teammate’s effective planning improves the seamless service experience for NLG customers and agents.
• This person educates staff and management on priorities and results. This person helps the team to plan for commission runs, sales incentive plans, holidays, and changes to workforce availability (holidays, weather events, technology outages, etc.) and ensures that plans are in place to meet Service Level Agreements. This person is curious and stays closely connected to people in various roles to understand how processing times, technology investments, and process improvements will affect team productivity.

Essential Duties and Responsibilities

• This position is presently onsite/hybrid with the expectation that you are in the office three days per week with current campus days being Tuesday, Wednesday and Thursday (subject to change with advance notification and manager discretion).
• Manages day-to-day workflow for the department and proactively adjusts resource allocations as needed to meet customer expectations and maintain service-levels.
• Uses data tools to anticipate changing business needs and future planning requirements for immediate day-to-day and longer-term quarterly planning.
• Independently identifies and analyzes trends which will help the unit operate more efficiently and effectively drive data-based solutions to manage performance and workflow volumes.
• Participates on cross-collaborative projects between various business units, communicating and coordinating with all organizational levels, to ensure positive business momentum and effective planning.
• Maintains foundational knowledge within the queues. Has mastery understanding of how work moves through queues and why.

Minimum Qualifications

• 3-5 yrs. of relevant work experience in a Life Insurance/Annuity/Financial services environment.
• Proven track record using data to make recommendations for process change and workflow plans and present findings.

Preferred Qualifications

• Bachelor’s degree with business, science, or math focus
• 5+ years analytical roles in production environment.

Benefits

• Your benefits start day one and are flexible and customizable to your and your family’s specific needs. Check out the BENEFITS of a Career at National Life!

 

 

The base compensation range represents the low and high end of the range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees. Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.  National Life offers a competitive total rewards package which includes: a 401(k) retirement plan match; medical, dental, and vision insurance; a company funded wellness account for director and below employees; 10 paid holidays; a generous paid time off plan (22 days of combined time-off for non-exempt employees and exempt employees have discretion in managing their time, including scheduling time off in the normal course of business, but in no event will exempt employees receive less sick time than required by state or local law); 6 weeks of paid parental leave; a