Remote Retention Back Office Supervisor

300 American Income Life Insurance Company; United States; Remote; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health, dental, vision insurance

Pension plan

Paid holidays and time off

Parental leave

Education reimbursement

Job summary

American Income Life is seeking a Retention Back Office Supervisor to oversee reinstatement processes, call center transactions, and supervise clerks in a remote work setting. The role emphasizes monitoring tasks, KPI targets, and collaboration with field teams to resolve inquiries.

The ideal candidate has at least 3 years of supervisory experience, strong leadership, and proficiency with MS Office; knowledge of SQL is a plus.

Qualifications

• 3 years of 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
• Excellent verbal communication and professional interaction with diverse groups
• MS Office skills; 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 status updates and trend reporting
• Review and approve refunds processed by Reinstatement Clerks
• Manage a team of clerks with varying skill levels and approve/edit timesheets in Kronos
• Oversee work product accuracy, hire new staff, and implement corrective actions
• Assist in all positions as needed
• Ensure department goals are met

Skills

Supervisory experience

Remote staff management

Leadership

MS Office

SQL queries

Education

High School Diploma or Equivalent

Associate degree

Tools

Kronos

Job description

American Income Life is seeking a Retention Back Office Supervisor to oversee reinstatement processes, call center transactions, and supervise clerks in a remote work setting. The role emphasizes monitoring tasks, KPI targets, and collaboration with field teams to resolve inquiries.

The ideal candidate has at least 3 years of supervisory experience, strong leadership, and proficiency with MS Office; knowledge of SQL is a plus.