Remote Retention Back Office Supervisor

American Income Life; Cheyenne, Northern (WY, KY); Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Pension plan

Paid holidays

Parental leave

Education reimbursement

Job summary

American Income Life is seeking a Retention Back Office Supervisor to lead reinstatement processes and contact center transactions. The role oversees clerks, audits, and refunds, with responsibility for remote team leadership and KPI tracking.

Ideal candidates have 3+ years of supervisory experience in life insurance, strong communication, and MS Office skills, plus the ability to manage multiple projects from a remote setting. The position is remote/work-from-home.

Qualifications

• High School Diploma or Equivalent; Associate degree and/or equivalent work experience preferred.
• 3 years of previous supervisory experience required; life insurance experience preferred.
• Ability to work independently, manage remote employees, and meet deadlines.
• Strong leadership, people, organizational, and time management skills.
• Ability to handle multiple projects at once with attention to detail.
• Excellent verbal communication skills and ability to interact professionally with a diverse group.
• Excellent MS Office skills a must (Word, Excel, and Access a plus); ability to run basic SQL queries.

Responsibilities

• Monitor and assign Back Office tasks while tracking KPI targets for time and accuracy.
• Ensure audit targets are met and quality feedback is provided.
• Assist agents with escalation and reinstatement questions and partner with the field to handle questions and concerns timely.
• Complete reporting for Reinstatement Initiatives and provide management with dedicated status updates and trend reporting.
• Review and approve refunds processed by Reinstatement Clerks.
• Manage a team of clerks with varying skill levels, including reviewing, approving, and editing timesheets through Kronos.
• Oversee overall work product accuracy, hire new staff, and facilitate corrective actions and employee improvement plans as necessary.
• Assist in all positions as needed.
• Ensure department goals are met.

Skills

Supervisory experience

Remote team management

SQL queries

MS Office

Education

High School Diploma

Associate degree or equivalent

Tools

Kronos

Job description

American Income Life is seeking a Retention Back Office Supervisor to lead reinstatement processes and contact center transactions. The role oversees clerks, audits, and refunds, with responsibility for remote team leadership and KPI tracking.

Ideal candidates have 3+ years of supervisory experience in life insurance, strong communication, and MS Office skills, plus the ability to manage multiple projects from a remote setting. The position is remote/work-from-home.