Manager, Center

Manager – After Issue Services

Come join one of America’s fastest growing insurance companies with a stable history of 175 years. At National Life Group (“NLG”), we offer a flexible work environment with opportunity for growth. As a mission-driven business, our promises are as important as the products we sell. We encourage our associates to live our values: Do Good. Be Good. Make Good.

Our mission extends beyond the insurance and annuities policies that we sell. Our cause is also to make the world a better place through grants from our charitable foundation, paid time for our employees to volunteer, environmentally sustainable and healthy work sites, and events that promote the work of nonprofits in our own backyard.

We invite you to explore what we have to offer and to join our cause.

The Manager provides inspirational leadership to teammates and works collaboratively with other leaders in the After Issue Services teams and Customer Innovation Group to achieve seamless service excellence. A successful Manager is committed to sustaining a strong, focused team engaged in serving the Team’s internal and external customers. This leader will focus on developing the team’s talent and ensuring an efficient strategy for completing multiple goals which includes ensuring the daily work is processed timely, accurately, and in accordance with acceptable standards and regulations.

This person will use data to solve problems and effectively execute process improvements in a fast-paced environment.

The Payment Center teams have additional responsibilities to post payments and perform accurate and timely accounting on customer policies. The manage for the payment teams ensures customer requests are processed in good order and that both the customer and company financial resources are properly handled. This department provides front-line customer service and leaders must be conversant in best practices to prevent fraud, audit standards, and other financial and regulatory aspects of transacting customer payments.

Payment Center leadership also collaborates with Treasury, Product, Hedging, Commissions, and other teams beyond CIG to have positive upstream and downstream impacts. This role requires public speaking when presenting to agencies and must have demonstrated skill in decision-making and communicating during tense escalation resolutions.

• Collaborate with a wide variety of internal and external customers to effectively deliver exemplary service to meet business needs, drive operational excellence, and address root-cause of service issues.
• Develop and maintain productivity and quality metrics to (1) inspire superior team performance and service standards and (2) identify and implement continuous improvement initiatives, and (3) provide regular feedback and coaching to team members, supporting their professional development and the success of our department.
• Ensure that the business area follows established processes and controls; monitor and maintain compliance-based requirements.
• Responsible for staffing, training, employee development, goal setting and performance management of department. Foster a culture of excellence and high performance by providing advanced coaching and development opportunities to team members
• Maintain a deep and comprehensive knowledge of our products, services, systems, business processes, and key partners (internal and external) to ensure top-tier operational efficiency.
• Address high-priority customer and agent inquiries with urgency and efficiency, ensuring their needs are met and exceeded.

• Leadership skills in setting and communicating vision, purpose, goals and leading a high-performing team
• Unwavering customer-focus with a keen appreciation for the needs and interests of our distribution partners and buying customers
• Excellent problem-solving skills and critical thinking; ability to anticipate challenges, get things done, break down barriers, identify and execute solutions that will achieve organizational goals
• Demonstrated ability to empower, influence, and make connections between diverse sets of…