Retention Back Office Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage the reinstatement processes and transactions within the contact center.

• Supervise, monitor, and process agent interactions for the Customer Retention Department.

• Oversee functions related to the waiver of premium and payment processes stemming from call center retention efforts.

• Track and assign Back Office tasks while monitoring KPI targets for accuracy and timeliness.

• Ensure audit objectives are achieved and provide constructive feedback on quality.

• Support agents with escalation and reinstatement inquiries while collaborating with the field to address questions and concerns promptly.

• Generate reports for Reinstatement Initiatives and supply management with regular status updates and trend analyses.

• Review and authorize refunds processed by Reinstatement Clerks.

• Manage a team of clerks, including the review, approval, and editing of timesheets using Kronos.

• Ensure accuracy in work products, recruit new staff, and implement corrective actions and employee development plans.

• Provide assistance across all positions as necessary.

• Ensure that departmental objectives are achieved.

⛳️ Requirements

• High School Diploma or Equivalent required.

• Minimum of 3 years of prior supervisory experience is necessary.

• Experience in the life insurance sector is preferred.

• Ability to work independently, manage remote teams, and adhere to deadlines.

• Strong leadership, interpersonal, organizational, and time management skills.

• Capacity to manage multiple projects simultaneously with a keen attention to detail.

• Exceptional verbal communication skills and the ability to engage professionally with a diverse audience.

• Proficient in MS Office; expertise in Word, Excel, and Access is advantageous.

• Capability to execute basic SQL queries.

🏝️ Benefits

• Competitive compensation that reflects your expertise and contributions.

• Comprehensive health, dental, and vision insurance options.

• Extensive life insurance benefits and retirement plans, including a pension plan.

• Paid holidays and time off.

• Parental leave.

• Subsidized all-in-one subscriptions that promote fitness, mindfulness, nutrition, and sleep goals.

• Company-funded counseling services for mental health, stress management, and work-life balance.

• Eligibility for continued education reimbursement.

• Company-sponsored FLMI and ICA courses.

• Discounted tickets for Texas Rangers games.