Annuity Training and Quality Manager

New York Life, a major life insurance company and a leader in the financial services industry, has an opportunity for an Annuity Training and Quality Manager in the Member Services Department located at our Tampa Operation.  A Company with one hundred and sixty years of experience will back you!

 

The qualified candidate will be responsible for training, compliance, management, and quality assurance of Annuity Sales and Customer Service activities in the Contact Center.  Manages the development and execution of training and quality initiatives designed to achieve sales objectives and service level agreements.  Ensures the development and execution of sales practices that meet established suitability, regulatory, and audit practices and guidelines.  Provides coaching, counseling, feedback and direction to licenses Sales, Service, and Support Staff.  Participates in directing daily activities of the team and coordinating sales and service delivery for the department.  Identify, implement, and document processes and procedures regarding sales and service functions.  Actively participates in cross-departmental projects and coordinates efforts with appropriate Marketing, HR, Training, and Compliance staff. 

 

Duties and Responsibilities:

 Lead and supervise a staff of service associates and support assistants on all processes to ensure that assigned duties and responsibilities are carried out in accordance with established performance standards.Monitor, evaluate, and provide feedback to associates on calls, mail received, outbound calling, and outbound written correspondence.Ensure all customer communication meets or exceeds quality standards.Review and prepare individual and unit productivity reports on a daily, weekly, monthly and annual basis.Ensure smooth allocation of workload between team membersCoordinate and deliver communication to staff via regular meetings and presentations.Participate in client visits and presentationsCoordinate department activities and represent Member Service on interdepartmental projects as assigned. Maintain current knowledge on life insurance related issuesMaintain knowledge of processes and procedures in order to effectively deliver customer service.Provide guidance to associates on technical and procedural issues.Responsible for all personnel matters such as hiring, coaching, training, conducting performance evaluations, and approving schedule changes and vacation, attendance and overtime matters.Lead cross training initiatives and process redesign to drive operational efficiencies.Maintain effective communication and cooperation with other departments on a daily basis.Responsible for decision making on customer related and departmental matters including providing responses to executive complaintsManage external or vendor relationships as assigned

 

What it takes to Succeed:Bachelor?s degree or equivalent experience required with 5 years supervisory experience.Strong motivational, organizational and communication skill (both oral and written).Demonstrated knowledge of sales and customer service processes.Proven experience using contact center technologies and tools including workforce management tools, forecasting, and ACD telephone system.5 years financial service/insurance industry experience and leadership experience.Ability to work independently and as part of the management team.Strong problem solving, decision-making, and analytical skills.Experience handling tasks, complaints, problems, and assignments in a call center environment.Strong computer and technical skills required.Life, Health and Variable Annuities License (#215) Familiarity with scheduling and forecasting in a customer service and sales environment.Strong motivational, organizational, and communication skills (both oral and written).Ability to effectively lead peers and positively influence team members.Thorough understanding and ability to effectively communicate operational and departmental initiatives and strategies.

 

Competitive Advantages the Company offers:

A competitive compensation package and excellent benefits, including a subsidized flexible benefits program. Domestic Partner Benefits 401k savings plan with Company match Retirement program Paid Vacation, Holidays and Personal Days Tuition reimbursement Easy Commute Business Casual Fitness Center membership Fun, family-focused events and programs And many other attractive benefits!

 If you are interested in this excellent career opportunity at New York Life, please visit www.nylcareers.com to submit your resume.  Please enter the Job Reference Number when submitting your resume:  wmon/aarp374/aarp.