Payment Center Operations Lead
Come join one of America’s fastest-growing insurance companies. Since 1848, National Life Group has aimed to keep our promises, providing families with stability in good times and in bad. Throughout that history, we have provided peace of mind to those families as they plan their futures.
Our mission extends beyond the insurance and annuities policies that we offer. We strive to make the world a better place through our grants from our charitable foundation, paid volunteer time for our employees, environmentally sustainable and healthy workplaces, and events that promote the work of nonprofits in our own backyard.
We foster a collaborative environment with opportunities for growth and encourage our associates to live our values: Do good. Be good. Make good.
Role Summary
The Operations Lead plays a key role in After Issue Services by promoting a seamless service experience for both internal and external customers. The Operations 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, customers, as well as internal teammates across operations. A successful candidate has mastery with processes and procedures and can explain the why behind what we do. This role involves resolving complex escalations; engaging, motivating, and coaching team members for improvement; and utilizing relationships to address issues efficiently. The Operations Lead models urgency, quality and caring curiosity to aid the team in achieving goals and resolving field concerns and demands.
This position currently offers an onsite work schedule, with the expectation that you are in the office four (4) days per week during onsite core days. Our current onsite core days are Monday, Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion.
Essential Duties and Responsibilities
- Collaborates with leadership and other internal & external stakeholders to achieve goals of the team, including production and quality goals while ensuring a positive team dynamic.
- Maintains foundational knowledge and understanding of daily processing (e.g. business systems, best practices, product knowledge, etc.). Continuously seeks means by which to improve processing times while maintaining quality and service expectations.
- Mentors and teaches others regarding internal work processes and opportunities to gain efficiencies and drive change for positive upstream and downstream impact. Teaches others team members how to be successful in their daily production.
- Identifies gaps in internal processes and partners with stakeholders to implement, communicate and document changes to drive consistency and a positive customer experience across the organization.
- Works closely with manager (and workflow coordinator, as applicable) to assess team metrics and determine urgency and priorities. Assigns tasks and training to team members to ensure production needs are consistently met.
- Works with Team Manager (and others) to resolve complex escalations, and keeps key stakeholders informed, when necessary.
Minimum Qualifications
- High School Diploma.
- 3-5 years of relevant work experience
- Life insurance and/or Annuity industry experience required
- Manages ambiguity
- Demonstrates emotional intelligence and interpersonal savvy
- Elevates others
- Collaborates
- Manages complexity and problem solving
- Business insights
- Resourcefulness
- All other duties as assigned
Preferred Qualifications
- Bachelor’s Degree
- Experience in financial services including banking or asset management
AI Proficiency Expectations
At National Life Group, we view AI as an enabler of human potential. We use AI to help us work smarter, serve more clients, and keep our promises, while remaining a relationship-driven business where our people are our greatest strength.
All applicants are expected to:
- Leverage approved AI tools, where appropriate, to improve the efficiency, quality, and impact of their work.
- Stay curious and open to new AI-enabled ways of working.
- Exercise sound judgment by reviewing and validating AI-generated content.
- Maintain accountability for the accuracy, quality, fairness, and integrity of work products by adhering to National Life’s AI guiding principles.
- Use AI responsibly and in accordance with company policies related to confidentiality, data privacy, security, compliance, retention and intellectual property.
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!
Base Pay Range. The base pay range for this position is the range National Life reasonably and in good faith expects to pay for the position taking into account the wide variety of factors, including: prior experience and job-related knowledge; education, training and certificates; current business needs; and market factors. The final salary or hourly wages offered may be outside of this range based on other reasons and individual circumstances.
Additional Compensation and Benefits. The total compensation package for this position may also include a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. The successful candidate may also be eligible to participate in National Life’s discretionary annual incentive programs, subject to the rules governing such programs. If hired, the employee will be in an "at-will position" and National Life reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.
National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.
Hourly Pay Range
$25—$37 USD
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 Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.
Fortune 1000 status is based on the consolidated financial results of all National Life Group companies.
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National Life Group
1 National Life Dr
Montpelier, VT 05604