Payments Center Ops Lead: Elevate Service & Escalations

National Life Group; Addison (TX); On-site; USD 34,000 - 51,000; Full time

Benefits offered by this job

Benefits start day one

401(k) eligibility

Paid time off

Job summary

National Life Group, Addison, TX, seeks an Operations Lead for After Issue Services to drive a seamless service experience for customers, agents, and internal teams. The role emphasizes resolving escalations, coaching staff, and ensuring production and quality goals are met.

The onsite position requires four core days weekly (Mon–Thu). You’ll model urgency, quality, and curious problem-solving to improve processes and outcomes across the organization.

Qualifications

• High School Diploma is required.
• 3–5 years of relevant work experience.
• Life insurance and/or annuity industry experience is required.
• Demonstrates ability to manage ambiguity.
• Shows emotional intelligence and interpersonal savvy.
• Collaborates effectively and manages complexity.
• Strong business insight and resourcefulness.
• All other duties as assigned.

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.

Skills

Manages ambiguity

Emotional intelligence

Elevates others

Collaborates

Problem solving

Business insights

Resourcefulness

Education

Bachelor’s Degree

Job description

National Life Group, Addison, TX, seeks an Operations Lead for After Issue Services to drive a seamless service experience for customers, agents, and internal teams. The role emphasizes resolving escalations, coaching staff, and ensuring production and quality goals are met.

The onsite position requires four core days weekly (Mon–Thu). You’ll model urgency, quality, and curious problem-solving to improve processes and outcomes across the organization.