23 days old

Supervisor Annuity Call Center and Agency

Guggenheim Life and Annuity Company Holdings
Indianapolis, IN 46201
  • Job Code
    121507664
Guggenheim Life and Annuity Company Holdings

Guggenheim is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

ID: 2020-1257
Category: Insurance
Position Type: Regular Full-Time


Overview

Guggenheim Life and Annuity Company is looking for an experienced Supervisor to join the Annuity Administration department. Reporting to the Senior Vice President Administration this individual will join a highly collaborative team responsible for processing new business applications and transactions for existing annuity contracts, and agency administration, including agent licensing and commission payments. As supervisor you will oversee representatives in the Call Center and Agency teams including directing staff to achieve department goals and objectives within established service delivery expectations; representing the needs of the work units for product implementation and system enhancements; training and mentoring representatives to assure cohesive unit; and ensuring department and Company policies and procedures are applied correctly and appropriately documented.

The position is a working supervisor role with responsibilities that must be completed directly by the supervisor in addition to supervising department staff.

In addition to 3 to 5 years of experience supervising call center employees in a life insurance industry related field, you must also have a minimum of 4 to 6 years of direct experience within a customer service/call center, agency administration, or life insurance/annuity processing environment and a solid understanding of life insurance/annuity products, processing requirements, state regulated agent licensing requirements, and thorough knowledge of income tax applications for agents, policy/contract owners.

In this role you will have an opportunity to apply your excellent managerial skills and further develop your overall knowledge of the financial services industry in a fast paced and growing operation center. The position is located on the far north side of Indianapolis IN.

Responsibilities

  • Supervises Agency (agent contracting and commission payments) and Call Center staff including coaching and counseling representatives, evaluating performance, conducting performance reviews, maintaining attendance records, ensuring department and company practices and procedures are followed, ensuring adequate coverage and assisting with the hiring process. Motivates staff to continuously provide highest level of service to customers within service delivery standards for accuracy, timeliness, and productivity.
  • Audits work of subordinates to ensure timeliness, thoroughness, completeness and accuracy in the most efficient manner possible. Approves completed financial transactions, including check approval within delegated authority. Ensures service delivery expectations are met.
  • Administers and coordinates Agency activity, including agent appointments, licensing, commissions and income tax reporting for agents.
  • Coordinates Call Center activities, including all incoming calls regarding status updates, 1035 exchanges, account values, RMDs and requests for forms. Utilizes standard Call Center reporting tools to forecast, plan and staff according to call trends.
  • Assists Call Center staff with incoming calls during peak call times and when call volumes and staffing requires additional representatives.
  • Investigates and implements new or changes to procedures, reorganization of work, and training of new and current staff. Researches processing problems or issues as necessary and recommends system modifications and enhancements. Is involved in software testing and development for new or enhanced Administration applications.
  • Participates in multi-department ad-hoc committees regarding product and system developments and administration, new product implementation, commission changes, administrative changes to contracts, special promotions and customer notices or announcements.
  • Works with internal departments, such as Actuarial, Accounting, Marketing, IT and Contract Administration to research and implement changes and/or solutions for common objectives or issues.


Qualifications

  • Associate or Bachelor degree or commensurate business experience
  • Professional designations or demonstrated work toward achieving designations such as LOMA's Fellow/Associate Life Management Institute, (FLMI/ALMI), Associate in Annuity Products and Administration (AAPA), Associate in Customer Service (ACS), Associate Insurance Regulatory Compliance (AIRC), and/or Associate Insurance Agency Administration (AIAA)
  • Minimum of 3-5 years supervising employees in a life insurance industry related field, with life and annuity business preferred.
  • Minimum of 4-6 years of related experience within a customer service call center, agency administration, life insurance/annuity processing environment.
  • Minimum of 3 - 5 years supervising in a high volume call center.
  • Solid understanding of life insurance/annuity products and processing requirements, state regulated agent licensing requirements, and a solid understanding of income tax applications for agents, policy/contract owners.
  • Strong research, analytical, problem solving, organizational, and math skills
  • Proven ability to manage teams of staff in a fast-paced and deadline driven environment
  • Solid interpersonal and communication skills (written and oral)
  • Exceptional time management skills, including ability to multi-task and work with shifting priorities, meeting tight deadlines and timetables.
  • Must be detail oriented and able to make decisions independently
  • Excellent computer skills with thorough understanding of Microsoft applications to including advanced Word and Excel skills, Visio, and client relations management applications (CRM.)
  • Keeps abreast of compliance regulations, including anti-fraud, money laundering, and other red flags that may indicate potential fraudulent or inaccurate processing that deviates from standard procedures.

In addition, the ideal candidate will be or have
  • Professional communication, demeanor and diplomacy
  • Innovative and inquisitive
  • Intuitive, problem solver, analytical
  • Responsible, reliable and accountable
  • Organized, multi-tasking


About Guggenheim Life and Annuity Company



Guggenheim Life and Annuity Company, a subsidiary of Guggenheim Partners, provides financial services to institutional and retail customers through fixed annuity products distributed through networks of independent marketing organizations (IMOs) and agents nationwide.

To succeed in the Guggenheim culture, candidates must be self-starters and strive for results. We are looking for people who operate as business owners, adhere to the highest standards and think creatively to realize opportunities, wherever they may be.

Guggenheim Partners is an Equal Opportunity Employer committed to a diversified and inclusive workforce.


PI121507664

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Posted: 2020-07-11 Expires: 2020-08-11

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Supervisor Annuity Call Center and Agency

Guggenheim Life and Annuity Company Holdings
Indianapolis, IN 46201

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