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POSITION TITLE: Insurance Operations Specialist
WORK SETUP: RTO
Responsibilities:
• 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
• May be assigned other tasks or assignments as required by the project.
OTHERS
Project Shift Schedule: Night Shift
Project Rest Day: Weekends
Project/Team Location: Muntinlupa Filinvest Axis Tower OneSKILL AND QUALIFICATIONS
o College graduates
o Open to college undergraduates
o At least 3yrs experience in Contact Center environment, and with Life Insurance and/or Retirement background
o Experience leading and developing teams in a contact center environment within financial services or insurance, with the ability to support representatives handling complex participant needs.
o Strong communicator and motivating leader with a customer centric approach—skilled at coaching teams, simplifying complex plan or insurance concepts, and driving high quality participant experiences.
o Highly organized and analytical, able to adapt to shifting priorities, use data to guide decisions, and champion efficiency or CX improvement initiatives that boost team performance.
o Collaborative, flexible, and tech savvy (preferably with NICE, IEX and Salesforce familiarity), comfortable working in fast paced settings, adopting new tools, and providing reliable leadership coverage across varied schedules and time zones.
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
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