Payments Ops Lead - Deliver Seamless Service & Escalations

Nationallifeinsurancecompany; Addison (TX); On-site; USD 34,000 - 51,000; Full time

Benefits offered by this job

Benefits start day one

Paid time off

Job summary

The Operations Lead at National Life Group in Addison, TX plays a key role in After Issue Services, promoting a seamless service experience for internal and external customers. The role focuses on meeting production, quality, and customer service goals, handling escalations, coaching team members, and driving process improvements.

This onsite role requires collaboration with agents and customers, and a proactive, metrics-driven approach to resolve complex issues while maintaining urgency,

Qualifications

• High School Diploma.
• 3-5 years of relevant work experience.
• Life insurance and/or Annuity industry experience required.
• Manages ambiguity.
• Demonstrates emotional intelligence and interpersonal savvy.
• Elevates others.
• Collaborates.
• Manages complexity and problem solving.
• Business insights.
• Resourcefulness.

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

Collaboration

Problem solving

Business insights

Resourcefulness

Education

High School Diploma

Bachelor’s Degree

Job description

The Operations Lead at National Life Group in Addison, TX plays a key role in After Issue Services, promoting a seamless service experience for internal and external customers. The role focuses on meeting production, quality, and customer service goals, handling escalations, coaching team members, and driving process improvements.

This onsite role requires collaboration with agents and customers, and a proactive, metrics-driven approach to resolve complex issues while maintaining urgency,