Lead Specialist for Application Fulfillment

2 weeks ago

Houston, Texas, United States Covr Financial Technologies Full time
Job Overview

Position Title: Lead Specialist for Application Fulfillment
REPORTS TO: Head of Brokerage Operations
DEPARTMENT: Operations
FLSA STATUS: Exempt
TRAVEL: None
WORK SCHEDULE: Monday to Friday, with potential adjustments based on business requirements
LOCATION: Houston, TX, fully onsite


COMPANY PROFILE:
Covr Financial Technologies is a pioneering platform in the insurance-as-a-service sector (InsurTech), dedicated to simplifying the acquisition of life, long-term care, and disability insurance products. Our services are utilized by financial advisors, banks, credit unions, registered investment advisors, consumer brands, and fintech channels. With over 25,000 financial advisors leveraging our platform and more than 30,000 insurance applications processed since our inception, we have facilitated nearly $5 billion in claim benefits for consumers. Our innovative platform enhances the consumer experience by expediting the insurance application and underwriting processes through advanced A.I. technology. At Covr, we foster a dynamic and transparent workplace that promotes employee growth and embraces a flexible work culture aimed at maximizing productivity and job satisfaction. Our core values include: Client First, Collaboration, Innovation, and Fun.


POSITION SUMMARY:
As the Lead Specialist for the Application Fulfillment Team, you will oversee the team's daily operations, ensuring efficient and effective service delivery. This role encompasses managing the application intake team, monitoring performance metrics, implementing operational processes, and driving strategies to achieve organizational objectives and enhance customer satisfaction. You will be responsible for onboarding and training new team members, developing engaging training materials, and collaborating with leadership to continuously enhance the client experience.


KEY RESPONSIBILITIES:

  • Design and implement training programs to elevate team capabilities and maintain consistent service quality.
  • Monitor team performance, provide constructive feedback, and conduct performance evaluations.
  • Oversee daily operations, ensuring fulfillment activities align with established targets and standards.
  • Manage team resources, including planning, scheduling, and shift management.
  • Develop and execute operational strategies to boost efficiency and productivity.
  • Ensure high levels of customer satisfaction by continuously monitoring and enhancing service quality.
  • Address escalated customer issues and complaints, providing timely resolutions.
  • Analyze client feedback and call data to identify trends and areas for improvement.
  • Recruit, onboard, and train new team members.
  • Evaluate call data and statistics, adjusting processes to meet or exceed performance goals.
  • Prepare and present regular reports on team performance, including key metrics such as call volume, response times, and customer satisfaction.
  • Establish monthly, quarterly, and annual departmental goals and action plans.
  • Oversee the implementation of new procedures, systems, and software, providing training and support to the team.
  • Ensure compliance with company policies, industry regulations, and quality standards.
  • Collaborate with other departments, such as Sales, Marketing, and IT, to align operations with overall business objectives.
  • Perform additional duties and projects as assigned.

QUALIFICATIONS:
Education and Experience:

  • Bachelor's degree in a related field preferred; equivalent education and work experience may be accepted in lieu of a degree.
Skills and Experience:
  • Experience in life insurance preferred.
  • Strong leadership, communication, and interpersonal skills.
  • Ability to analyze data and leverage it for decision-making and process enhancements.
  • Proven experience in a call center environment or similar leadership role.
  • Excellent problem-solving abilities and capacity to manage high-pressure situations.
  • Ability to prioritize effectively when faced with multiple challenges.
  • Bilingual abilities are a plus, particularly in Spanish or Mandarin.

BENEFITS:
We offer a competitive benefits package, including:

  • Salary range of $52,000 to $57,000 with an annual bonus incentive.
  • Paid Time Off (PTO): Starting at 3 weeks, increasing with tenure.
  • Paid holidays: 11 days annually.
  • Medical, Dental, and Vision coverage with 80% of monthly premiums covered for full-time employees.
  • Health Savings Account (HSA) with quarterly company contributions.
  • Short-Term and Long-Term Disability coverage.
  • Pet insurance for cats and dogs.
  • 401(k) plan with company matching.
  • Company-paid Life and AD&D insurance for all full-time employees.
  • Supplemental Life and AD&D insurance options for employees, spouses, and dependents.
  • Flexible Spending Accounts (FSAs) for medical, dependent care, parking, and transit expenses.

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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