Payments Center Ops Lead: Service & Process Excellence

Socket.dev; Addison (TX); On-site; USD 34,000 - 51,000; Full time

Benefits offered by this job

Benefits start day one

Job summary

National Life Group in Addison, TX is seeking an Operations Lead for After Issue Services to promote a seamless service experience for internal and external customers. The role involves resolving escalations, coaching team members, and driving improvements in production and quality.

The position is onsite four days per week, with core days Monday–Thursday. The role emphasizes urgency, quality, and caring curiosity to help the team meet goals and support customers.

Qualifications

• High School Diploma or higher
• 3-5 years of relevant work experience
• Life insurance and/or Annuity industry experience required
• Ability to manage ambiguity
• Demonstrates emotional intelligence and interpersonal savvy
• Collaborates effectively in a team environment

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

Ambiguity management

Emotional intelligence

Interpersonal savvy

Coaching others

Collaboration

Complex problem solving

Business insights

Resourcefulness

Education

Bachelor’s Degree

Job description

National Life Group in Addison, TX is seeking an Operations Lead for After Issue Services to promote a seamless service experience for internal and external customers. The role involves resolving escalations, coaching team members, and driving improvements in production and quality.

The position is onsite four days per week, with core days Monday–Thursday. The role emphasizes urgency, quality, and caring curiosity to help the team meet goals and support customers.