Application Fulfillment Team Lead

1 month ago

Houston, United States Covr Financial Technologies Full time
Job DescriptionJob DescriptionApplication Fulfillment Team LeadREPORTS TO: Head of Brokerage Operations
DEPARTMENT: Operations
FLSA STATUS: Exempt
TRAVEL: None
WORK SCHEDULE: M-F, may need to flex times due to business needs
LOCATION: Houston, TX 100% onsite

COMPANY OVERVIEW:
Covr Technologies is a market leading insurance-as-a-services platform (InsurTech) that simplifies the buying process for life, long-term care, and disability insurance products sold through financial and wealth management advisors, banks, credit unions, RIAs, consumer brands and fintech channels.  There are over 25,000 financial advisors using our platform and over 30,000 insurance applications completed on our platform since 2016.  Our platform has processed close to $5 billion in claim benefits for end-consumers. 

Covr’s platform provides a simpler way for people to protect what matters most and a better consumer experience.  We have streamlined the insurance application and underwriting process from days to minutes using A.I. technology.  Covr has a dynamic and transparent work environment where we create opportunities for our employees to grow.  We embrace a flexible work environment that encourages high productivity and job satisfaction.  We have strong core values:  Client First, Collaboration, Innovation and Fun

JOB SUMMARY:
As a Team Lead for the Application Fulfillment Team, you are responsible for overseeing the daily operations of the team, ensuring efficient and effective service delivery. This role involves managing the application intake team, monitoring performance, implementing processes, and driving strategies to meet organizational goals and customer satisfaction. You will onboard and train employees, develop interactive training materials, and collaborate with leaders to consistently improve the client experience.

The Application Fulfillment Team handles all inbound and outbound calls and completes insurance applications with clients over the phone. The role involves working with over 25 different insurance carriers, verifying paperwork, and ensuring accuracy in a high-volume setting. Attention to detail, multitasking, and professionalism are essential.

ESSENTIAL JOB FUNCTIONS, DUTIES, AND PERFORMANCE RESPONSIBILITIES:
  • Develop training programs to enhance team skills and ensure consistent service quality.
  • Monitor performance, provide feedback, and conduct performance reviews.
  • Oversee daily operations, ensuring that all fulfillment activities meet established targets and standards.
  • Manage team resources, including planning, scheduling and shift management
  • Develop and implement operational strategies to improve efficiency and productivity.
  • Ensure high levels of customer satisfaction by monitoring and improving service quality.
  • Handle escalated customer issues and complaints, providing resolution in an timely manner.
  • Analyze client feedback and call data to identify trends and areas of improvement.
  • Hire, onboard and train new employees
  • Analyze call data and statistics and adjust processes to meet or exceed goals
  • Prepare and present regular reports on team performance, including key metrics such as call volume, response times, and customer satisfaction.
  • Develop monthly, quarterly, and annual department goals and action plans
  • Oversee the implementation of new procedures, systems and software providing training and support to the team.
  • Ensure that operations comply with company policies, industry regulations, and quality standards.
  • Collaborate with other departments, such as Sales, Marketing, and IT, to align call center operations with overall business objectives.
  • Performs other duties and projects as assigned.

JOB SPECIFICATIONS AND QUALIFICATIONS:
Education and Experience:
  • Bachelor’s degree in related field preferred, equivalent education and work experience accepted in lieu of degree.
Skills and Experience: 
  • Life Insurance experience preferred.
  • Strong leadership, communication and interpersonal skills.
  • Ability to analyze data and use it to drive decision-making and process improvements.
  • Proven experience in a call center environment or similar leadership role.
  • Excellent problem-solving skills and the ability to handle high-pressure situations.
  • Must be comfortable with choosing priorities when presented with multiple challenges.
  • Bilingual abilities a plus, Spanish or Mandarin
BENEFITS PACKAGE:
We offer a competitive benefits package:
  • Salary range of $52,000 to $57,000 with $3600 annual bonus incentive
  • Paid Time Off (PTO): 3 weeks to start, increasing with years of service
  • Paid holiday’s – 11 days
  • Medical, Dental and Vision – 80% of monthly premium paid by Covr for all full-time employees
  • Adult and child orthodontia
  • Health Savings Account (HSA) with quarterly company contributions
  • Short-Term and Long-Term Disability
  • NEW - Pet insurance for cats and dogs
  • 401(k) with company match
  • Company paid Life and AD&D insurance for all full-time employees.
  • Supplemental Life and AD&D insurance up to 5x’s salary for employee
  • Supplemental Life and AD& D plans offered for spouse and dependents
  • Flexible Spending Accounts (FSAs): medical, dependent, parking and transit
Covr is an equal opportunity employer and values diversity in our workforce. We encourage applications from all qualified individuals, including those with diverse backgrounds and those with disabilities. Please note that we do not provide immigration sponsorship for this position.

 

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