Remote Policy Administration & Contact Center Leader

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

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.