Pension Call Center Team Lead & QA Coach

Legal & General America; Urbana (MD); Hybrid; USD 75,000 - 85,000; Full time

Benefits offered by this job

401k match

Parental leave

Health benefits

Tuition reimbursement

Flexible workspace

Volunteer days

Wellness days

Job summary

Banner Life Insurance Company in Frederick, MD is seeking a Retirement Services Supervisor to lead a team of call center associates serving annuitants in the Pension Risk Transfer area. You will monitor performance, ensure adherence to standards, and drive continuous improvement with coaching and training.

The role requires a Bachelor's degree or equivalent, 3+ years of management experience, and strong communication skills.

Qualifications

• Bachelor's degree or equivalent work experience.
• Minimum 3 years of management/leadership experience.
• At least 3 years in Pension Risk Transfer customer service or retirement plan administration.
• Proven ability to lead, coach, and develop teams.
• Strong communication skills, confidentiality, and professionalism.

Responsibilities

• Oversee day-to-day operations of the Associate Team to meet productivity and quality targets.
• Foster a positive, collaborative work environment and hold teams to standards.
• Lead continuous improvement initiatives within the call center.
• Provide coaching, feedback, and training to staff.
• Handle complex issues, including complaints and power of attorney approvals.
• Collaborate to document and improve procedures.
• Onboard new associates and deliver comprehensive trainings.
• Identify skill gaps and arrange ongoing training.
• Validate systems and workflows; sign off on UAT and remediation options.
• Perform other duties as assigned.

Skills

Management experience

Leadership

Communication skills

Team coaching

Education

Bachelor's degree or equivalent

Tools

Microsoft Office

Job description

Banner Life Insurance Company in Frederick, MD is seeking a Retirement Services Supervisor to lead a team of call center associates serving annuitants in the Pension Risk Transfer area. You will monitor performance, ensure adherence to standards, and drive continuous improvement with coaching and training.

The role requires a Bachelor's degree or equivalent, 3+ years of management experience, and strong communication skills.