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Director of Agent and Producer Services

2 months ago

Austin, Texas, United States Citizens Full time
About the Role

Citizens, a leading provider of life insurance solutions, is seeking a highly skilled and experienced professional to fill the position of Director of Agent and Producer Services. This key role will be responsible for overseeing the operations and contracting duties for our domestic and international insurance subsidiaries.

Key Responsibilities
  • Leadership: Review and approve all aspects of the operations and agent contracting process for our US Life and International life insurance business.
  • Implement Operational Frameworks: Design and implement operational frameworks to enhance the agent experience, focusing on customer service, ease of doing business, and building long-term relationships with agents, producers, and cross-functional teams.
  • Licensing and Compliance: Supervise the licensing process, including onboarding, reinstatement, or termination of agents and producers, ensuring accuracy and improving data quality of agent information in Vertafore (Sircon) and Citizens internal applications and systems.
  • Agent and Producer Support: Serve as the primary point of contact for all agent/producer-related inquiries, including appointments, licenses, compliance with state requirements, and liaison between independent agents and internal stakeholders.
  • Commission and Incentive Processing: Implement commission/incentive processing policies and procedures.
  • Subject Matter Expert: Serve as a subject matter expert on company contracting policies, commission payment structure, policy application-related fees, bonuses, and return items.
  • Review and Approval: Review all independent consultant commission disbursements generated by Citizens, following internal controls for domestic, home service, and international markets, ensuring accuracy of agent adjustments, if any.
  • Team Supervision and Mentorship: Supervise and provide mentorship to junior team members, creating key operating procedures to support knowledge transfer and backup functions.
Project Management
  • Process Improvement: Proactively identify opportunities for process improvements and collaborate with internal partners to execute changes, ensuring timely delivery of project-related user acceptance validation results or request for SOX quality control checks.
  • Regulatory Knowledge: Maintain up-to-date knowledge of relevant regulations, industry trends, and best practices.
  • Conflict Resolution: Manage and resolve conflicts in a constructive and professional manner to maintain good working relationships with internal and external stakeholders.
  • Key Performance Metrics: Create and maintain key performance metrics, develop reporting/dashboards to Senior Management on a regular basis.
  • Additional Responsibilities: Perform other related duties as required and assigned.
Requirements
  • Education: Bachelor's Degree (4-year degree)
  • Experience: At least 8 years of previous work experience in Client Services, Customer Service, Agent Service, etc.
  • Leadership Experience: At least 6 years of team leadership and people management experience
  • Life Insurance Knowledge: Knowledge of life insurance products, market segments, and marketplaces; ability to apply knowledge of life insurance products, market segments, and marketplaces to meet business goals and objectives.
  • Back-Office Operations: Proven back-office operations knowledge and experience
  • SLA and KPI Management: Ability to manage SLAs and KPIs
  • Technical Skills: Requirement: Experience with Vertafore (Sircon) and Oracle ERP
  • Agent Web Portals: Experience with Agent Web Portals is a plus
  • Communication and Organizational Skills: Proven ability to multi-task and lead a diverse workforce, ability to maintain performance standards under pressure, excellent written and verbal communication skills to effectively interact with internal partners, agents, clients, and management, outstanding organizational skills, including prioritizing and follow-up, and the ability to handle competing demands and priorities.
  • Microsoft Office Proficiency: Must be fully proficient with Microsoft Office products, including Word, Excel, and PowerPoint.
  • Language Skills: Fluency in Spanish is a plus.