Senior Customer Experience Manager

The Senior Customer Experience Manager is responsible for management, development, control and oversight of a team of Customer Service professionals. This position works closely with members of the Policy Administration team and performs both a leadership and management function. The Senior Customer Experience Manager is expected to carry out their duties and responsibilities in a manner that is consistent with EquiTrust's Company Values of Integrity, Leadership, Accountability, Teamwork and Passion. This leader will oversee the work of others and be called upon to perform various tasks and initiatives to support and lead the business unit. Responsibilities include communicating with intermediaries, preparing and delivering regular reports to management that demonstrate historical and current statistics, goals achieved or at risk and required staffing. The Senior Manager is expected to provide sound decision making with regard to business processes as well as department and company risk/exposure levels. They will also lead the team to meet or exceed expected service standards and mentor and provide training and development opportunities for employees.

Essential Duties and Responsibilities:

• Manages employees, including but not limited to the following activities makes recommendations for hiring, termination, promotions and transfers, assessing and completing performance appraisals, responsibility allocations and task completion, problem identification and resolution and other day-to-day people management and leadership responsibilities.
• Regulates, monitors and approves employees' time off and overtime hours to ensure the department is properly staffed at all times and addresses any attendance challenges that impact the productivity and performance of the individual and the team.
• Coaches and develops team to ensure department meets the needs of the customer and the Company; Provides development opportunities to team members; Addresses any areas of improvement directly with the team member in a professional and respectful manner with the goal of improving employee performance.
• Participates in the development of department goals, developing action plans within the department and ensuring that goals and action plans align with and assist with meeting company objectives.
• Provides technical expertise and leadership to the team and handles complex and escalated issues independently.
• Prepares, analyzes and submits reports for completed and outstanding department tasks and various metrics to provide data to management team; Uses report data to direct the daily workflow for all team members.
• Performs quality analysis and reviews on completed work products of team members to ensure high quality customer service, compliance with applicable regulations and consistent and accurate application of procedures throughout the team.
• Maintains knowledge of and interprets current policies and procedures and allows for exceptions when deemed necessary. Provides recommendations for policies and procedures based on interpretation and application of policies and procedures.
• Ensures that all activities in the department are in compliance with state insurance department regulations, the Internal Revenue Service, the Securities and Exchange Commission and Company policies. Ensures internal controls are documented and maintained within each department.
• Develops regular ongoing method of communication with team. Schedules regular team meetings and consistently communicates changes, improvements and announcements to team.
• Manages the customer experience staff to ensure end consumers, intermediaries and customer requests are resolved and that the follow-up program for pending transactions is maintained. Manages the distribution and quality of incoming and outgoing calls.
• Prepares weekly, monthly and quarterly surrender and transfer statistical reports for senior management.
• Identifies and reports trends regarding surrender activity to senior management supporting best agent practices.
• Identifies trends regarding product education, resource and escalation utilization and surrender activity and develops report metrics as necessary to inform senior management.
• Supports the Policy Administration team and other departments on an as needed basis.
• Willingly takes on additional responsibilities as requested in order to accomplish department and Company objectives.
• Actively participates and contributes to the goals and objectives of the Company by working collaboratively and fostering a positive and inclusive work environment.

Skills and Abilities:

• Manages employees, including but not limited to the following activities: makes recommendations for hiring, termination, promotions and transfers, assessing and completing performance appraisals, responsibility allocations and task completion, problem identification and resolution and other day-to-day people management and leadership responsibilities.
• Regulates, monitors and approves employees' time off and overtime hours to ensure the department is properly staffed at all times and addresses any attendance challenges that impact the productivity and performance of the individual and the team.
• Coaches and develops team to ensure department meets the needs of the customer and the Company; Provides development opportunities to team members; Addresses any areas of improvement directly with the team member in a professional and respectful manner with the goal of improving employee performance.
• Participates in the development of department goals, developing action plans within the department and ensuring that goals and action plans align with and assist with meeting company objectives.
• Provides technical expertise and leadership to the team and handles complex and escalated issues independently.
• Prepares, analyzes and submits reports for completed and outstanding department tasks and various metrics to provide data to management team; Uses report data to direct the daily workflow for all team members.
• Performs quality analysis and reviews on completed work products of team members to ensure high quality customer service, compliance with applicable regulations and consistent and accurate application of procedures throughout the team.
• Maintains knowledge of and interprets current policies and procedures and allows for exceptions when deemed necessary. Provides recommendations for policies and procedures based on interpretation and application of policies and procedures.
• Ensures that all activities in the department are in compliance with state insurance department regulations, the Internal Revenue Service, the Securities and Exchange Commission and Company policies. Ensures internal controls are documented and maintained within each department.
• Develops regular ongoing method of communication with team. Schedules regular team meetings and consistently communicates changes, improvements and announcements to team.
• Manages the customer experience staff to ensure end consumers, intermediaries and customer requests are resolved and that the follow-up program for pending transactions is maintained. Manages the distribution and quality of incoming and outgoing calls.
• Prepares weekly, monthly and quarterly surrender and transfer statistical reports for senior management.
• Identifies and reports trends regarding surrender activity to senior management supporting best agent practices.
• Identifies trends regarding product education, resource and escalation utilization and surrender activity and develops report metrics as necessary to inform senior management.
• Supports the Policy Administration team and other departments on an as needed basis.
• Willingly takes on additional responsibilities as requested in order to accomplish department and Company objectives.
• Actively participates and contributes to the goals and objectives of the Company by working collaboratively and fostering a positive and inclusive work environment.

Training or Work Experience:

• Minimum of 6 years of experience in a supervisory role required.
• Minimum of 5 years of customer service experience in a contact center environment required.
• Minimum 7 years of life and annuity insurance experience preferred.
• 1 year of coaching, mentoring or adult training experience preferred.
• Experience with managing multiple areas within Policy Administration or insurance operations preferred.

Education:

• Associate degree or bachelor's degree

Working Conditions:

• Business Travel: Infrequent travel (less than 5% of the time).

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EquiTrust is an Equal Opportunity Employer and participates in the U.S. Federal E-Verify program. Applicants have rights under federal and state employment laws. To learn more, visit