Payment Center Operations Lead

Payment Center Operations Lead

Summary

The Payment Center Operations Lead will ensure existing policies are serviced with quality and customer results are achieved by using best practices. Will work with the department manager and other operational areas to continuously improve processes and solve complex problems. This position sets priorities for the team to ensure task completion, team accountability, coordination, and be a subject matter expert for colleagues with less experience.

The selected candidate will thrive in a very fast-paced, customer-centric environment, be data driven, highly energized, be organized and demonstrate sound judgment. During periods of diminished morale and increased work, the Team Lead will strive to keep their team engaged and motivated.

Key Responsibilities:

• Project/Product Owner
• Works with other team members and manager to ensure time service standards are met
• Assists with employee engagement
• Assists with coaching and mentoring
• Backs up all functions within the team as needed
• Maintains team training tracker and prioritizes training to mitigate gaps in team productivity
• Continuously seeks means by which to improve processing times while maintaining quality
• Supports and assists with daily team operations
• Proactively picks up on trends/ problem resolution/ coaching/ feedback/ root cause analysis and follows up with all parties involved
• Willfully and expertly resolves escalations and provides resolution status to all concerned parties
• Actively distributes subject matter knowledge to team to positively impact business acumen department wide
• Performs other duties as requested by management

Job Requirements:

• Bachelor’s degree in related field preferred
• 5 years of business experience in the life and annuity industry preferred
• Exceptional customer focus and a keen appreciation for the needs and interests of buying and selling customers
• Comfortable speaking to groups, sometimes on short notice
• Proactive and action oriented
• Strong written, verbal and phone skills required
• Ability to communicate effectively in a collaborative work environment
• Ability to multitask while maintaining focus and diligence in a fast-paced work environment
• Openness to continuous improvement
• A strong commitment to driving down cycle time
• Demonstrates commitment to expanding personal knowledge of insurance operations
• Has completed a minimum of LOMA 281 and LOMA 291
• Must work in the VT or TX corporate office

The base compensation range represents the low and high end of the compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees. Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.  National Life offers a competitive total rewards package, which includes a 401(k) retirement plan match, medical, dental, and vision insurance, paid holidays, and a generous paid time off plan, as well as other benefits.

National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.

Fortune 1000 status is based on the consolidated financial results of all National Life Group companies. 

National Life Group

1 National Life Dr

Montpelier, VT 05604

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