Life Insurance Contact Center Team Lead

The work we do has an impact on millions of lives, and you can be a part of it.

We help protect our customers against life’s uncertainties. Regardless of where you work within the company, you’ll be helping provide protection and peace of mind when our customers need it most.

The Team Leaders on our Customer Experience contact center team are responsible for providing process knowledge to individuals within and outside the team.  The position will be a source of knowledge used by team members to better understand complicated processes and transactions.  They will serve the CXA team as a consultant and an escalation point between the customer and a manager.  This position will also identify and address issues, streamline processes, support initiatives, and explore opportunities for continuous improvement.

• Implementation and Change Management: Support end-to-end implementation and change management activities for new capabilities and processes. Ensure all processes are documented and uploaded to a shared location for team access as needed. Work with training partners to increase CBT and shared training partner participation for new hires. Identify tiered and cross-training opportunities and suggest ongoing knowledge training.
• Leadership Support: Properly support the team manager with prioritization of overall team needs and individualized focus. Provide management presence across the division in the manager’s absence. Collaborate regularly with the team manager and other CX leaders to prioritize new partners and products while remaining cognizant of processing impacts.
• High-Volume Escalation Handling: Manage high-volume escalation calls and process daily production transactions to achieve overall team productivity goals. Handle high-profile, complex transactions with precision.
• Expert Process Knowledge: Apply deep process knowledge to answer daily questions from team members regarding work unit processes and systems. Possess a thorough understanding of workflows within the unit and their connections to other units. Quickly develop or utilize extensive institutional knowledge to review and anticipate workflow and customer impact. Use this knowledge in interactions with other departments and external entities.
• Training and Development Support: Support training and development for new hires and tiered training for various levels of the management team. Perform call audits and provide feedback to call center representatives. Meet routinely and proactively with peers and managers to report issues and trends, and apply activities and decision-making for resolution.
• Research and Issue Resolution: Conduct research, investigate complaints, and handle escalated issues using process and institutional knowledge. Research complex issues that arise during business operations and create strategies to support the development and governance of knowledge management for both internal and external consumption.
• Workflow Assessment and Improvement: Perform comprehensive assessments of current workflows and recommend solutions to enhance efficiency and effectiveness. Collaborate with stakeholders to implement improvements in people, processes, and capabilities, ensuring optimal performance and customer satisfaction.
• Collaboration and Communication: Work closely with internal teams and distributor partners to gather, record, and share essential information. Provide regular status updates, identify and address issues, streamline processes, and explore opportunities for continuous improvement.

• Excellent verbal and written communication skills with an ability to write clearly and persuasively.
• Strong grammar, spelling, and punctuation knowledge.
• Ability to write in different tones and styles as required by the project.
• Ability to conduct thorough research and present information in a clear, organized manner.
• Time-management skills and the ability to handle multiple tasks simultaneously.
• Must be flexible and able to adapt quickly to the needs of a constantly changing environment and manage multiple priorities.
• Makes timely decisions, readily understands complex issues, and develops solutions that effectively address the problem.  
• Effective team collaboration across the organization.
• Strong influence, critical thinking, and independent problem-solving capabilities.

• High school diploma or equivalent; college degree preferred.
• 3-5 Years of life insurance/annuity experience.
• Experience serving as a mentor or team leader with exposure to auditing and providing feedback to processors and identifying process improvement opportunities. 
• Willingness to participate in industry and continuous education.
• Expert knowledge of work unit processes and systems (i.e, Nextgen, NICE, TLS, TLS-FVL, TLS-VUL, IMS, Client Database, Lifecomm, Corporate Retention, CMOD, CDS, ECRM, DCE)
• Strong working knowledge/experience with Microsoft Office Products (Excel, PowerPoint, Word, etc.)
• Willingness to travel to core sites for training, conferences, etc on an as-needed basis.

Employee Benefits:  

We aim to protect our employees' wellbeing through a broad benefits offering. For example, we protect physical wellbeing through health, dental and vision insurance. We protect mental wellbeing through mental health benefits and an employee assistance program. We protect time away from work with a variety of paid time away benefits (e.g., paid time off, paid parental leave, short-term disability, and a cultural observance day). We protect financial wellbeing through contributions to healthcare accounts, a pension plan, and a 401(k) plan with Company matching. All employees are encouraged to protect their overall wellbeing by engaging in ProHealth Rewards, Protective’s platform to improve wellbeing while earning cash rewards.  

Eligibility for certain benefits may vary by position in accordance with the terms of the Company’s benefit plans.

Diversity and Inclusion:

At Protective, we are committed to providing an inclusive culture where all employees are able to fully contribute and thrive. Our goal is to grow and develop our people, attract diverse talent and support strong, diverse communities.

We support diversity, equity, and inclusion by working to develop a culture of inclusion and belonging led by leaders who develop potential and embrace all skills and abilities. Our aim is to create an equitable environment for all leaders and employees that will drive performance and impact business strategy. In this way, we can increase overall diversity for leadership roles and pipelines of talent by maturing our hiring practices, robust development opportunities and focus on retention of key talent.

We are proud to be an equal opportunity employer committed to being inclusive and attracting, retaining, and growing the talents of a diverse and inclusive workforce.

Accommodations for Applicants with a Disability:

If you require an accommodation to complete the application and recruitment process due to a disability, please email martina.winston@protective.com.This information will be held in confidence and used only to determine an appropriate accommodation for the application and recruitment process.

Please note that the above email is solely for individuals with disabilities requesting an accommodation.  General employment questions should not be sent through this process.