Payment Center Operations Lead

 

Role Summary

The Operations Lead plays a key role in After Issue Services by promoting a seamless service experience for both internal and external customers. The Operations Lead will help the team succeed in meeting production, quality, and customer service goals. This role is highly customer-facing and frequently communicates with agents, customers, as well as internal teammates across operations. A successful candidate has mastery with processes and procedures and can explain the why behind what we do. This role involves resolving complex escalations; engaging, motivating, and coaching team members for improvement; and utilizing relationships to address issues efficiently. The Operations Lead models urgency, quality and caring curiosity to aid the team in achieving goals and resolving field concerns and demands.

This position currently offers an onsite work schedule, with the expectation that you are in the office four (4) days per week during onsite core days.  Our current onsite core days are Monday, Tuesday, Wednesday, and Thursday.  The work schedule type and core days are subject to change with advance notification and manager discretion.

 

Essential Duties and Responsibilities

• Collaborates with leadership and other internal & external stakeholders to achieve goals of the team, including production and quality goals while ensuring a positive team dynamic.
• Maintains foundational knowledge and understanding of daily processing (e.g. business systems, best practices, product knowledge, etc.). Continuously seeks means by which to improve processing times while maintaining quality and service expectations. 
• Mentors and teaches others regarding internal work processes and opportunities to gain efficiencies and drive change for positive upstream and downstream impact. Teaches others team members how to be successful in their daily production.
• Identifies gaps in internal processes and partners with stakeholders to implement, communicate and document changes to drive consistency and a positive customer experience across the organization.
• Works closely with manager (and workflow coordinator, as applicable) to assess team metrics and determine urgency and priorities. Assigns tasks and training to team members to ensure production needs are consistently met.
• Works with Team Manager (and others) to resolve complex escalations, and keeps key stakeholders informed, when necessary.

 

Minimum Qualifications

• High School Diploma.
• 3-5 years of relevant work experience
• Life insurance and/or Annuity industry experience required
• Manages ambiguity
• Demonstrates emotional intelligence and interpersonal savvy
• Elevates others
• Collaborates
• Manages complexity and problem solving
• Business insights
• Resourcefulness
• All other duties as assigned

 

Preferred Qualifications

• Bachelor’s Degree
• Experience in financial services including banking or asset management

 

AI Proficiency Expectations

At National Life Group, we view AI as an enabler of human potential. We use AI to help us work smarter, serve more clients, and keep our promises, while remaining a relationship-driven business where our people are our greatest strength.

All applicants are expected to:

• Leverage approved AI tools, where appropriate, to improve the efficiency, quality, and impact of their work.
• Stay curious and open to new AI-enabled ways of working.
• Exercise sound judgment by reviewing and validating AI-generated content.
• Maintain accountability for the accuracy, quality, fairness, and integrity of work products by adhering to National Life’s AI guiding principles.
• Use AI responsibly and in accordance with company policies related to confidentiality, data privacy, security, compliance, retention and intellectual property.

 

Benefits

• Your benefits start day one and are flexible and customizable to your and your family’s specific needs. Check out the BENEFITS of a Career at National Life!