Payment Center Team Lead

Payment Center Team Lead

Summary

The Payment Center Team Lead will help the team succeed in meeting production, quality, and customer service goals. This role is highly customer-facing and frequently communicates with agents, management, teammates across CIG and the enterprise, and buying customers. The Team Lead has mastery with processes and procedures and can explain the why behind how we respond to customer requests. Teaching and mentoring others is second nature for this subject matter expert. This person turns learning into performance, cultivates a culture of continual learning, and works with the department manager and other operational areas to continuously improve processes and solve complex problems. This position has an eye on the workflow and can set priorities for the team to ensure task completion, team accountability, and coordination are executed successfully. Team Leads thrive in a fast-paced, customer-centric environment, and will be data-driven, and positive.  Individuals in this role have a long track record of sound judgment and solid business acumen.

Key Responsibilities:

• Works with other team members and manager to ensure production, quality, and service standards are met
• Lifts the team up and helps boost morale
• Backs-up production functions within the team, as needed
• Supports and assists with a variety of daily team operations
• Expertly resolves escalations and communicates resolution status to all concerned parties
• Proactively picks up on trends/ problem resolution/ coaching/ feedback/ root cause analysis and follows up with all parties involved
• Assists in training goals for individuals and the team and provides training, as needed to mitigate gaps in team productivity 
• Continuously seeks means by which to improve processing times while maintaining quality and service, and teaches others how to succeed in the same
• Mentors others on the team
• Participates in projects and process improvements as a leader or key contributor
• Performs other duties as requested by management

Job Requirements:

• Bachelor’s degree in related field preferred or similar level of work experience
• 5 years of business experience in the life and annuity industry preferred
• Exceptional customer focus and a keen appreciation for the needs and interests of buying and selling customers
• Comfortable speaking to groups, sometimes on short notice
• Proactive and action oriented
• Strong written, verbal, and phone skills required
• Ability to communicate effectively in a collaborative work environment
• Ability to multitask while maintaining focus and diligence in a fast-paced work environment
• Openness to continuous improvement
• A strong commitment to driving efficiency, quality, and service
• Demonstrates commitment to expanding personal knowledge of insurance operations
• Has completed a minimum of LOMA 281 and LOMA 291, or equivalent internal-NL experience
• Must work in the VT or TX corporate office

 

 

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; and 6 weeks of paid family leave after a year of full-time employment. National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.    National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Se