Supervisor, Annuity New Business

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

📋 Description

• Provide leadership to the annuity new business case management team.

• Act as a liaison among agents, IMOs, TPAs, Suitability, Sales, Commissions Contracting & Licensing, Legal, and other departments.

• Oversee incoming annuity new business assigned to the case management team.

• Establish and monitor processes, metrics, and controls to ensure accuracy, timeliness, and quality.

• Ensure optimal performance of team phone and transaction operations.

• Represent annuity operations in departmental and company initiatives, committees, and special projects.

• Review, analyze, monitor, and maintain reports on associate activities.

• Address escalated service calls and training requirements.

• Research and track documents, resolving complex service issues as needed.

• Guide producers in utilizing software and web initiatives.

• Resolve moderate to complex inquiries related to product clarification and pending new business.

• Lead and manage the annuity case management team, focusing on the improvement of resolution and issuance of pending annuity business.

• Develop and manage performance standards and reviews.

• Schedule and oversee training for team members.

• Conduct monthly face-to-face status updates addressing process improvement, development plans, concerns, and engagement.

• Perform additional functions, duties, and projects as assigned.

⛳️ Requirements

• AA or BA degree is preferred.

• Relevant experience may be considered in lieu of a degree.

• A minimum of 6 years of experience with an annuity case management team, focusing on processing or call center management and/or related industry experience.

• At least 2 years in a leadership role.

• Strong skills in customer relationship management and servicing.

• Experience working directly with agents and IMOs.

• Capable of managing internal corporate relationships effectively.

• Successful completion of life-insurance-related education such as LOMA or CLU coursework is strongly preferred.

• Understanding of the operational dynamics within the insurance industry.

• Ability to quickly process information and develop real-time solutions that provide practical, measurable business benefits.

• Skill in identifying customer service opportunities and implementing innovative processes.

• Capability to coach and mentor colleagues in digital techniques and accelerators.

• Ability to build professional relationships and efficiently gather business information.

• Proficient in decision-making, setting priorities, and involving stakeholders appropriately.

• Strong process improvement and quantitative analysis skills.

• Ability to deliver results on time.

• Competence in monitoring vendor performance and escalating issues when necessary.

• Knowledge of industry regulations.

• Regular and punctual attendance is required.

🏝️ Benefits

• Flexible options for in-office, hybrid, and remote work arrangements.

• Reasonable accommodations available for applicants and candidates with disabilities.

• An employee-centric work environment.

• Minimal travel may be necessary (less than 10%).