Remote Policy Administration & Contact Center Leader

EMC Insurance Companies; United States; Remote; USD 86,000 - 130,000; Full time

Job summary

EMC Insurance Companies is seeking a senior leader to oversee policy administration and the contact center across a nationwide remote workforce. You will drive workforce planning, performance, training, and process controls to ensure superior service and regulatory compliance.

The role requires seven years in policy administration with leadership experience and familiarity with life insurance products, IRS regulations, and digital channels. Competitive benefits are offered.

Qualifications

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

Responsibilities

• Oversees workload and performance of policy administration and contact center teams.
• Collaborates to establish performance goals and monitors progress; conducts reviews and coaching.
• Interviews, hires, and recommends salary adjustments for team members.
• Develops team expertise and succession plans for critical positions.
• Conducts quality audits to improve accuracy and efficiency.
• Owns workforce management, scheduling, and service level targets.

Skills

Leadership

Strategic planning

Coaching

Communication

Team management

Education

Bachelor’s degree in insurance or related field

LOMA coursework / ACS designation preferred

Tools

Policy administration systems

Contact center platforms

Job description

EMC Insurance Companies is seeking a senior leader to oversee policy administration and the contact center across a nationwide remote workforce. You will drive workforce planning, performance, training, and process controls to ensure superior service and regulatory compliance.

The role requires seven years in policy administration with leadership experience and familiarity with life insurance products, IRS regulations, and digital channels. Competitive benefits are offered.