Manager - Product Interviews Call Center

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Date: Nov 16, 2022

Location: Dallas, TX, US

Company: New York Life Insurance Co

Location Designation: Hybrid 

 

 

When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.

 

 

 

Location: This position is hybrid, requiring onsite presence 6-8 days a month at our Service Center Location in Dallas, Texas. 

The Management team opens and closes the Call Center and serves as the point of escalation for Reps needing assistance or special requests from Agents and/or applicants. The Manager will need to engage with underwriters, Agents, and General Office personnel to update them on the status of applicant interviews and handle any problems that may arise.
 

This Manager role will be the first point of escalation for problems and special requests and will resolve them by using their knowledge of best practices, sound judgment, and practical expertise. He/she will provide ongoing subject matter expertise and process/procedures support to the Customer Service Representatives (CSRs). He/she will assist the trainers both inside and outside the classroom to ensure consistency related to mentoring new hires. This role requires superior customer service skills and experience managing/supervising a call center. Knowledge of the insurance underwriting process or medical terminology is a plus.
 

Primary Responsibilities:

  • Hire, train, and develop call center employees. Handles all facets of performance management including performance evaluations and corrective action.
  • Provides support and guidance to team members. Regularly provides performance feedback based on review of quality reports/quality monitoring and production results
  • Directs workflow to insure maximum efficiency and attention to areas of greatest importance.
  • Works with the Trainer to create the training plan for all new hire and continuing educating training. Conducts training as appropriate and continue staff development outside the classroom.
  • Handles high priority and escalated calls. Handles regular calls when needed to maintain SLAs.
  • Monitor the manual dial queue, taking the appropriate actions on cases.
  • Dispositions work to CSRs based on special instructions and provides approvals where necessary
  • Review and analysis of reports
  • Works on projects, which may include:
    • Researching or gathering information for audits
    • Working with peers and manager to communicate changes to CSRs (e.g., systems enhancements, changes to guidelines and processing requirements, etc.)
    •   Handling follow-up with agents/clients as needed related to Voice of the Customer reports

 

Qualifications:

  • 3+ years’ experience managing a high-volume call center / customer service environment
  • Background in medical terminology and/or life insurance underwriting highly preferred
  • Bachelor’s Degree preferred
  • Demonstrated passion for continuous improvement and service excellence
  • Strong leadership/supervisory skills. Excellent written, verbal and interpersonal skills
  • Excellent written, verbal and interpersonal skills
  • Excellent problem-solving skills
  • Sound judgment to effectively balance business priorities and stakeholder needs.
  • Bilingual in Spanish is a plus

 

Shift Information:

This is a full-time position, requiring the Manager to work one of the following available schedules:

  • 9:30 AM - 6:00 PM CT Tuesday-Friday; Saturday 8:45 AM - 4:45 PM CT; Off days are Sunday and Monday.

  • 12:30 PM - 9:00 PM CT Monday-Thursday;  Friday 11:30 AM - 7:00 PM CT; Off days are Saturday and Sunday.

  • Department Hours of Operation: Monday - Thursday 7:00 AM until 11:00 PM CT, Friday 7:00 AM until 7:00 PM CT, and Saturday 8:45 AM until 4:45 PM CT

 

 

Salary range: $55,000-$85,000 

Overtime eligible: Exempt 

Discretionary bonus eligible: Yes 

Sales bonus eligible: No 

 

Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.

 

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 the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. 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.

 

Job Requisition ID: 87909

 

 


Nearest Major Market: Dallas
Nearest Secondary Market: Fort Worth

Job Segment: Call Center, Call Center Manager, Call Center Supervisor, Outside Sales, Customer Service, Sales