At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.
Role Overview:
Could you be our next Customer Retention Supervisor - Back Office? Globe Life is looking for a Customer Retention Supervisor - Back Office to join the team!
In this role, you will be responsible for managing reinstatement processes and contact center transactions for various Globe Life Brands. The Customer Retention Supervisor - Back Office will assist with overseeing, tracking, and processing agent conversations for the Customer Retention Department. This position will also oversee waiver of premium and payment processing functions performed from call center retention efforts.
This is a remote/work-from-home position.
What You Will Do:
- Routinely monitor and assign tasks received in Back Office.
- Monitor KPI targets for processing within an acceptable time and accuracy expectation.
- Ensure audit targets are met and quality feedback is provided.
- Assisting Agents with escalation and reinstatement questions.
- Partner with the field to ensure all questions and concerns are handled timely.
- Complete reporting for all Reinstatement Initiatives.
- Provide Management with status updates or trends.
- Assisting in all positions as needed.
- Review and approve refunds processed by Reinstatement Clerks.
- Manage a team of clerks with varying skill level.
- Review/approve/edit timesheets through Kronos.
- Oversee the overall work product of the group to ensure accuracy.
- Hire new staff as necessary.
- Facilitate corrective actions and employee improvement plans as necessary.
- Responsible for ensuring department goals are met.
What You Can Bring:
- High School Equivalent.
- Associate degree and/or equivalent work experience.
- 3 years of previous supervisory experience required.
- Insurance experience preferred.
- Ability to work independently and meet deadlines.
- Ability to manage remote employees.
- Requires leadership and people skills.
- Strong organizational and time management skills.
- Ability to handle multiple projects at once.
- Organizational skills and attention to detail.
- Excellent verbal communication skills and ability to interact professionally with a diverse group.
- Excellent MS Office skills required (Word, Excel, and Access a plus).
- Ability to run basic SQL queries.
Applicable To All Employees of Globe Life Family of Companies:
Reliable and predictable attendance of your assigned shift.
Ability to work full time and/or part time based on the position specifications.
How Globe Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don’t just work, but thrive at Globe Life:
Competitive compensation designed to reflect your expertise and contribution.
Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
Paid holidays and time off to support a healthy work-life balance.
Parental leave to help our employees welcome their new additions.
Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
Company-paid counseling for assistance with mental health, stress management, and work-life balance.
Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
Discounted Texas Rangers tickets for a proud visit to Globe Life Field.
Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.
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