- Lead a team of customer service associates handling requests for financial and non-financial transactions, using our workflow, imaging, and processing systems
- Monitor and track daily production reports and/or tasks in the workflow system; assign tasks to team members for completion as needed
- Review and approve a variety of disbursement transactions via wire, ACH or check
- Assist with quality reviews of financial and non-financial transactions
- Achieve teams goals of consistent high quality and speed of service
- Continuously assess, evaluate and refine performance measures; address missed SLA's and provide remediation plan when needed
- Strengthen the financial professional relationship by raising the caliber of service provided
- Develop inter-department relationships to effectively bring a case to resolution
- Identify and recommend ongoing process improvements
- Work collaboratively and take the lead on service/operational projects
- Prepares operational and risk reports with trending analysis for senior leadership
- Effectively coach and develop associates on team work, service acumen and technical skills
- Seek opportunities to leverage best practices to meet requirements
- Accept ownership of the interaction and provide follow-through
- Ability to work virtually (High proficiency)
- Extensive understanding of life insurance and/or annuity products and how claims/disbursements are processed (High proficiency)
- Demonstrates a positive, professional and proactive approach to work (High proficiency)
- Ability to think like the customer and respond with the level of urgency and professionalism expected (High proficiency)
- Must be able to effectively build relationships with all levels of management (High proficiency)
- Well-organized with ability to prioritize multiple tasks and assignments (High proficiency)
- Strong analytical, problem solving and critical thinking skills (High proficiency)
- Excellent written and verbal communication skills (High proficiency)
- Strong customer service orientation (High proficiency)
- Models leadership competencies of courage, collaboration and commitment (High proficiency)
- Ability to work with others in a collaborative team environment (High proficiency)
- Experience with driving positive change and results (High proficiency)
- Detail-oriented (High proficiency)
- Works independently under limited supervision (High proficiency)
- Good interpersonal skills with the ability to work with co-workers in other operational departments (High proficiency)
- Strong time management and organizational skills (High proficiency)
- Proficient in Microsoft Excel and Word (High proficiency)
- Ability to comprehend and articulate complex information (High proficiency)
- Strategic thinker with the ability to articulate and drive a clear vision to team members. (High proficiency)
- Highly resourceful with the ability to look beyond the obvious (High proficiency)
- Familiar with contact center environment (High proficiency)
- H.S. Diploma or Equivalent education Required
- Associate's Degree no specific discipline required Required
- Bachelor's Degree Business Administration, Management, Operations Preferred
- 5-7 Years experience within Insurance industry Required
- 5-7 Years Leadership experience Required
- FINRA Series 6 FINRA Series 6 Preferred
- Ability to work virtually (High proficiency)
- Extensive understanding of life insurance and/or annuity products and how claims/disbursements are processed (High proficiency)
- Demonstrates a positive, professional and proactive approach to work (High proficiency)
- Ability to think like the customer and respond with the level of urgency and professionalism expected (High proficiency)
- Must be able to effectively build relationships with all levels of management (High proficiency)
- Well-organized with ability to prioritize multiple tasks and assignments (High proficiency)
- Strong analytical, problem solving and critical thinking skills (High proficiency)
- Excellent written and verbal communication skills (High proficiency)
- Strong customer service orientation (High proficiency)
- Models leadership competencies of courage, collaboration and commitment (High proficiency)
- Ability to work with others in a collaborative team environment (High proficiency)
- Experience with driving positive change and results (High proficiency)
- Detail-oriented (High proficiency)
- Works independently under limited supervision (High proficiency)
- Good interpersonal skills with the ability to work with co-workers in other operational departments (High proficiency)
- Strong time management and organizational skills (High proficiency)
- Proficient in Microsoft Excel and Word (High proficiency)
- Ability to comprehend and articulate complex information (High proficiency)
- Strategic thinker with the ability to articulate and drive a clear vision to team members. (High proficiency)
- Highly resourceful with the ability to look beyond the obvious (High proficiency)
- Familiar with contact center environment (High proficiency)
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Manager, NY Life and Annuity Operations - Tempe, United States - Penn Mutual Life Insurance
Description
Penn Insurance and Annuity of New York (affiliate of Penn Mutual) has a team that services and processes our life and annuity business. This team is essential to our business, as they are the face of our company, providing critical interactions with our financial professionals and their clients. As a Manager of this team you will ensure that client requests, of all transaction types, are completed in a timely manner. It is your role to guide and coach team members while providing excellent customer service to our policyholders. You will adhere to timely service standards, manage expectations of clients and partner with other colleagues throughout the Penn Mutual organization in order to maintain a high level of confidence from our field partners.
We've embraced a flexible, hybrid approach to work. Based on your role and personal preference, we empower you to choose where you work best. This model allows you to balance your life and bring your whole self to work.
Responsibilities
Required Skills
Required Experience
Education
Experience
Licenses and Certifications
Penn Mutual helps people become stronger. Our expertly crafted life insurance is vital to long-term financial health and strengthens people's ability to enjoy every day. Working with our trusted network of financial professionals, we take the long view, building customized solutions for individuals, their families, and their businesses. We support our financial professionals with retirement and investment services through our wholly owned subsidiary, Hornor, Townsend & Kent, LLC, member FINRA/SIPC.
Base Salary - $90,000 - $127,500
