DE031911 - Insurance Operations Senior Analyst

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

WORK SETUP: RTO

• Coach and develop a team of 15-20 front line inbound customer service representatives that assist our participants with accessing their account online and answering general questions about rollovers or withdrawals from their retirement savings products
• Coach representatives on KPI results through evaluating, rewarding, and motivating representatives
• Assist Manager in floor management, ensuring accurate production levels, training, and retention of representatives
• Champion effective adherence to quality assurance standards, participate in call calibration sessions and ensure consistency in QA scoring. Identify needs for improvement of effective processes and training to drive reduction in errors
• Ensure procedural and regulatory accuracy and adherence through effective quality monitoring techniques and workflow observance
• Serve as department subject matter expert and co-facilitator for new hire onboarding and training
• Provide frequent feedback and direction to representatives by assessing overall skills and readiness levels• Effectively lead change to empower and retain employees
• Strong interpersonal skills and customer service skills are necessary as is the ability to remain customer service oriented during situations in which participants may be frustrated or upset. Handle escalated participant issues and calls
• The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required. Must be able to prioritize multiple tasks
• Effectively coach in a hybrid work environment
• Strong organizational, leadership and decision-making skills
• The ability to protect and maintain the confidentiality of participant PII and follow standard operating procedures to ensure compliance with various accrediting bodies such as FINRA and SEC

Project/Team Location: Muntinlupa Filinvest Axis Tower One