AppAssist Call Center Supervisor

At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live. As a recognized market leader of term life insurance, we're working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals and challenging ourselves to achieve more. We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.

The AppAssist Call Center Supervisor is responsible for managing the AppAssist staff, workload and expenses to meet or exceed pre-defined productivity and quality standards. They will provide supervisory support by performing training, quality control review, staff counseling, task delegation, analysis of complex tasks, and resolving escalated issues.

Manage the staff and work to ensure interviews, case management, applicant inquiries, agency inquiries and all other facets of work are completed to meet or exceed pre-defined productivity and quality standards. Staff will include remote, part time, full time, non-exempt and exempt employees.
• Interface, maintain, and build relationships with our General Agencies, internal departments, and vendors to ensure placement of cases and resolution of escalated issues. Participate in key administrative and marketing implementation meetings both onsite and offsite, as necessary, and relate company metrics, procedures, and enhancements in an effort to increase business and improve relations.
• Train staff and measure staff proficiency by conducting ongoing quality control review of work product. Provide feedback and additional training to staff as needed to develop skills to meet or exceed company standards. Document staff performance.
• Develop and maintain procedures for all facets of work. Work with manager, as directed, to update procedures and processes to ensure 100% compliance with all state and other regulatory entities.
• Assist staff with difficult interview/phone calls/tasks and handle when necessary to ensure proper resolution. Provide coaching to staff on these escalated interviews/calls/tasks.
• Recruit new staff and administer disciplinary actions pursuant to company policy. Staff development will include the required understanding of medical/insurance terminology, telephone skills and systems training to conduct professional, accurate interviews.
• Write and administer factual introductory, mid-year and annual performance evaluations, which include productivity, quality, attendance, tardiness and all other pertinent measurable categories to inform employee of their contributions to company objectives.
• Complete all other reports and duties, including time sheets, overtime justification, work volume, productivity & quality reports and other goals and objectives as assigned.
• Validate systems and workflow to ensure all processes are functioning correctly and policy contract is 100% accurate. Identify any system weaknesses, define options to remedy and recommendations to manager. Test and implement all system modifications as directed.
• Provide input on annual budget process.

Education

2 years of college or equivalent work experience

LOMA and/or ALMI preferred

Experience/Knowledge

Knowledge of medical terminology & conditions

Life Insurance experience

5+ years of leadership experience

Skills

Excellent written and oral communications skills

Extremely organized, detailed and accurate

Strong project management skills with drive to meet deadlines

Strong ability to work independently and in collaboration with others

Strong analytical skills

Strong work ethic and customer focus orientation

Intermediate Microsoft Office skills

Ability to convey complex information in a timely and easily understood manner to participants

Technically competent including tele and video conference technology

Flexible with work hours to meet demands of the department

Ability to telecommute from primary residence

DSL connections with available internet speed of 50 download Mbps and 10 upload Mbps

Flexibility to work at the corporate office as applicable for:

• Initial training (90 days)
• Quarterly team meetings
• Refresher training
• Special projects

What's in it for you?

The expected hiring compensation range for this position is $74,400 - $102,300 annually. This position currently requires onsite reporting for up to three days per work week with flexibility of work from home days the remaining two.

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses. This role is eligible to participate in the Legal & General America Annual Incentive Plan. The current target payment for the position is 8% of base salary, modified for corporate and individual performance. Bonuses are pro-rated based on start date. This role has 15 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing. Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff). We're big on professional development and we'll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an "at-will position" and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.