Call Center Manager - Annuities

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Date: Mar 22, 2021

Location: Dallas, TX, US

Company: New York Life Insurance Co

 

When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.

 

 

Our Advanced Service team is looking for a high-energy leader to join our team as an  Annuity Solutions Manager!

 

Alternate locations: Cleveland, OH (Ohio)

 

Our Annuity & VUL Solutions Team is responsible for providing personalized, high quality service experiences to our fixed and variable annuity policy owners, and for ensuring unassailability of our operations in a fast-paced, highly regulated environment. The Manager will be responsible for supporting and inspiring a team of approximately 10 Service Professionals who are honoring commitments at point of call while also executing transactions, such as disbursements, reallocations, and fund transfers.  Working collaboratively with a eight other Managers, he/she will be entrusted with ensuring timely and accurate completion of all service requests, adhering to key SLA and compliance benchmarks, while also identifying and advancing solutions to allow us to improve our team’s overall efficiency and quality of service delivery. Our Manager’s primary focus will be to coordinate phone support  for our customers by anticipating their needs and peak inbound phone volumes. He/she will also be responsible for providing expert coaching and guidance to our employees in supporting their performance and professional growth through formal mechanisms as our Partnering for Success program as well as through regularly scheduled one-on-one meetings and informal side-by-sides.

 

Primary Responsibilities:

  • In consultation with the designated Officer, develop, implement and monitor work schedules which best enable us to meet key SLAs and compliance benchmarks with respect to both our inbound calls and written service requests.
  • Review management control reports and other workflow tracking tools to ensure that errors/issues are corrected in a timely manner, that work is distributed equitably, and that each individual staff member is held accountable for his/her work.
  • Identify and implement process improvements which allow us to improve the quality of our work, operate more efficiently, and enhance our team’s service delivery.
  • Provide daily consultations with our service professionals to ensure they are well supported and equipped to meet the needs of our customers
  • Perform daily quality review reviews on work completed by staff members.
  • Support our service professionals’ career growth through frequent coaching and mentoring, as well as through our formal Partnering for Success program.
  • Mitigate the business unit’s risk exposure by reporting production problems, requesting system corrections, performing systems testing, and ensuring that our procedures are current.
  • Provide leadership on other projects/initiatives, such as handling of OGC/CCD requests, participating in core teams associated with implementation of new projects, and additional responsibilities as necessary or assigned by our Officers which support our long-term goals.
  • Foster a culture of high engagement. 
  • Provide inspirational leadership to our team by being accessible, reinforcing our employees’ strengths, and serving as a role model for the behaviors we expect from our service professionals.

 

Desired Skills & Experience:

  • Bachelor's Degree – Finance or Business discipline preferred; High School Diploma or GED required
  • 3+ years of leadership experience in a call center environment required, specific experience with Fixed and Variable Annuities required
  • FINRA Series 6 or 7 required; Must obtain Series 26 or 24 within 12 months of hire
  • Industry recognized courses and designations (e.g., LOMA) and relevant certifications (e.g., Call Center Associate Certification) preferred
  • Demonstrated success in creating raving experiences for our customers, and in providing inspirational leadership in a team environment
  • A passion for process and service experience improvement
  • Excellent verbal, written and listening skills
  • Strong technical and analytical skills, including experience running, manipulating, and interpreting reporting data
  • Proficient PC skills including Word, Excel, and PowerPoint

 

Please note: This role requires FINRA licensed and/or FINRA Associated Person pre-hire fingerprinting.

 

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by our Foundation. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.J

Job Requisition ID: 83377

 

 


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

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