Policy Administration & Contact Center Manager

EMC Insurance; United States; On-site; USD 86,000 - 130,000; Full time

Job summary

EMC Insurance is hiring a senior leader to oversee Policy Administration and the Contact Center, driving performance, coaching, hiring, and development. The role includes budgeting, staffing, and ensuring high quality service across teams.

The position emphasizes continuous improvement, policy execution, and adherence to federal/state tax and confidentiality requirements. Remote work is allowed anywhere in the United States, with strong focus on customer experience.

Qualifications

• Bachelor’s degree or equivalent in insurance, business, or related field; seven years policy administration experience in life insurance/annuities; contact center experience preferred.
• LOMA coursework and ACS designation are a plus.
• Strong knowledge of life insurance products, IRS/state regulations, and contact center operations.

Responsibilities

• Oversees workload and performance of Policy Administration and Contact Center teams.
• Participates in budgeting, staffing forecasts, and scheduling plans to meet service levels.
• Leads continuous improvement and ensures compliance across processes and controls.
• Provides training and guidance to team members on policies, procedures, and confidentiality.

Skills

Leadership abilities

Performance management

Customer service

Communication skills

Analytical thinking

Confidentiality

Team collaboration

Education

Bachelor's degree or equivalent

7 years policy administration experience

LOMA coursework

ACS designation

Tools

Insurance software

Contact center/telephony platforms

CRM systems

Job description

About the role

At EMC, we’re all about working together to make an impact. As part of our team, you’ll have the opportunity to grow, contribute, and gain experience that matters. We strive to be caring leaders, close partners, and responsive experts—always supporting each other to do our best work. Join us, and let’s improve lives together. This position is eligible to work from home anywhere in the United States.

Essential Functions

• Oversees and monitors the workload and performance of the Policy Administration and Contact Center teams.
• Collaborates with team members to establish performance goals and monitors status.
• Conducts performance reviews and provides coaching.
• Interviews, hires, and recommends salary adjustments for team members.
• Develops team expertise and assists with succession planning, including identifying talent and implementing development plans for critical positions.
• Conducts quality audits and makes changes to improve accuracy and efficiency of the teams.
• Engages in the department budgeting process.
• Owns workforce management for the contact center; builds volume and staffing forecasts, sets the scheduling plan against forecasted demand and adjusts staffing in real time to hold service level and response-time targets.
• Manages the workflow and processing of policyowner service requests handled by the policy administration team.
• Develops and monitors procedures and correspondence including contract provisions, replacement rules, forms usage, confidentiality, privacy, and all other mandates.
• Leads continuous improvement and oversight of the customer experience across the policy administration and contact center teams, including evaluation and adoption of contact center technology and digital self-service channels.
• Monitors customer experience results and directs corrective action.
• Owns overall process controls for policy administration and contact center processing: defines control points, quality check and sign-off requirements across the end-to-end workflow, and monitors adherence to them.
• Leads periodic control self-assessments and audits and remediates gaps identified through internal or external review.
• Analyzes, evaluates, and monitors federal and state tax regulations including reporting requirements and contribution limits.
• Provides guidance and training to team members to ensure compliance.

Education & Experience

• Bachelor’s degree, preferably in insurance, business, or a related field, or equivalent relevant experience.
• Seven years of policy administration experience in life insurance and annuities or related experience; contact center experience preferred.
• Prior leadership experience LOMA coursework and Associate Customer Service (ACS) designation preferred.

Knowledge, Skills, & Abilities

• Advanced proven knowledge and understanding of life insurance industry products and procedures.
• Excellent knowledge of state insurance and IRS regulations.
• Working knowledge of contact center operations, including service level, scheduling, and quality monitoring practices.
• Strong technical knowledge of computers and insurance administration systems, including contact center/telephony platforms.
• Excellent leadership abilities and interpersonal skills with the ability to foster a cooperative work environment.
• Superior verbal and written communication skills.
• Excellent organizational and customer service skills.
• Superior analytical and problem-solving abilities.
• Ability to work in a fast-paced and team environment.
• Ability to maintain confidentiality.

Salary and Benefits

The hiring salary range for this position will vary based on geographic location, falling within either of the following: $85,799 - $118,545 or $94,826 - $130,394. A hiring range represents a subset of the full salary range. The actual salary will depend on several factors, including relevant education, skills, and experience of an applicant, geographic location, and business needs.

EMC Team Members receive a comprehensive rewards package. For information relating to the benefits, please visit www.emcins.com/careers.

Our employment practices are in accordance with the laws that prohibit discrimination due to race, color, creed, sex, sexual orientation, gender identity, genetic information, religion, age, national origin or ancestry, physical or mental disability, medical condition, veteran status, active military status, citizenship status, marital status or any other consideration made unlawful by federal, state, or local laws.

All of our locations are tobacco free including in company vehicles.

Why should you choose to apply for a position at EMC?

• More than 105 years of financial strength and stability.
• Named a five-star insurance carrier by Insurance Business America.
• Two-time recipient of the Best Practices Award of Excellence from the Independent Agents & Brokers of America.
• Multiple locations recognized as Top Workplaces based solely on team member feedback.
• Corporate culture that engages and empowers team members to achieve their best.
• Outstanding benefits with life, medical, dental, vision and prescription drug coverage.
• Competitive paid time off plan and a full day of volunteer time off annually.
• Financial incentives, including a 401(k) plan match, pension plan, OneEMC bonus plan and recognition and anniversary awards.
• Professional development and growth opportunities, including tuition reimbursement.
• Wellness initiatives to improve team member well-being and reduce health insurance costs.
• Flexibility to dress for your day and opportunities for alternative work arrangements.
• EMC complies with labor law requirements. View the federal and e-verify labor law posters.
• Notice at Collection Privacy Policy (EMCC) – California Consumer Privacy Notice (EMCNL) – California Consumer Privacy Notice.