Retention Back Office Supervisor (Remote)

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

At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to Make Tomorrow Better.

Role Overview

Could you be our next Retention Back Office Supervisor? American Income Life is looking for a Retention Back Office Supervisor to join the team! In this role, you will be responsible for managing reinstatement processes and contact center transactions. The Retention Back Office Supervisor will assist with overseeing, tracking, and processing agent conservations for the Customer Retention Department. This position will also oversee waiver of premium and payment processing functions performed from call center retention efforts. This is a remote / work-from-home position.

What You Will Do

• 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.

What You Can Bring

• 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.

How American Income Life Will Support You

• Competitive compensation designed to reflect your expertise and contribution.
• Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
• Robust life insurance benefits and retirement plans, including a pension plan.
• Paid holidays and time off to support a healthy work-life balance.
• Parental leave to help our employees welcome their new additions.
• Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
• Company-paid counseling for assistance with mental health, stress management, and work-life balance.
• Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
• Discounted Texas Rangers tickets for a proud visit to Globe Life Field.

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At American Income Life, your voice matters. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match.

Terms and Conditions

The Whole Globe Not only is it in our name, it’s in our hearts. Our Company thrives off of diversity and has created a culture focused on inclusivity. These two components are the pillars of our foundation and the guiding principles that build our employees and leaders.

No Ceiling

The insurance industry may be traditional, but Globe Life has been, is, and always will be dedicated to building an inclusive, sustainable, and inspiring environment that does not have a ceiling on growth.