Team Lead, Agency Services

F&G is hiring for a Team Lead, Agency Services.

Job Summary

This position assists the Manager, Agency Services in the coordination of training new staff, cross training, workflow directives, projects, vendor management for the Agency Services Contract & Licensing (C&L)Team. This team serves as the point of contact for all of our agent contracting, licensing, maintenance for all agents, agencies and IMOs.  This includes monitoring and adhering to state regulations, electronic contracting, and distribution partners including Legacy producers and managing production volumes when product/compensation specials are initiated within the organization. 

This role is responsible for developing and implementing training material, documentation and presentation associated with contracting, licensing and maintenance updates and maintains all quality assurance for this team.  The team lead functions as a reactive and proactive liaison between escalated agent inquiries relating to agent inquiries, resolving agent not in good order (NIGOs) New Business license ques, and questions.  This individual will assist in the research, documentation and resolution of agent inquires with emphasis on the contracting, licensing, agent maintenance functions. 

Duties and Responsibilities

• Assist the Manager, Agency Services in the management of incoming agent requests and production work ques.
• Assist the Contract and Licensing team with escalated inquiries
• Assist our Internal Sales Partners with escalated inquiries as necessary
• Serve as a liaison between independent producers, their uplines, third party administrators, Commissions, Legal and other departments as needed
• Resolves inquiries as it pertains to state regulations, contracting and terminations of agency appointments.
• Resolve escalated C&L issues and provide optimal customer service results
• Maintain a Cross Training Document that will develop and identify training / opportunities and quality measurements to ensure Management expectations and service standards are met.
• Utilize dashboard data reporting (Vertafore) to identify C&L volume queue and address SLA’s
• Support the testing and implementation of new distribution managerment platforms - Majesco
• Through cross-functinal collaboration identify and utilize mass onboarding capabilities and scripts to eliminate manual intervention within
• Deliver repeatedly our performance expectation of 48 Hour SLA – Service Level Agreements
• Lead and participates in process improvement activities and dentifiy opportunities to evolve toward innovative processes. Champion the message and impact CI can have within our operations to identify non-value added opportunities and deliver consistent operational efficiencies.

Experience and Education Requirements

• AA or BA degree preferred. Relevant experience considered in lieu of degree.
• 5+ years of experience in the life and/or annuity industry, with emphasis on processing or call center management, and/or other previous industry experience.
• Previous experience directly working with agents/IMOs, and servicing skills as well as internal corporate relationship management capabilities.
• Experience handling escalated phone calls involving service issues or training needs.
• Previous experience mentoring other associates and providing feedback regarding the quality of their work.
• Successful completion of Life insurance related education such as LOMA or CLU coursework strongly preferred.

Knowledge, Skills & Abilities

• F&G Values - Live the Values daily within your interaction with Internal and External partners/team members/agents/agencies and IMO’s
• Through tenure and training develop the ablility to manage through all mergers / acquisitions / book of business transfers.
• Understands how respective coverage area operates within the context of the industry.
• Quickly processes information and develops solutions in real-time with practical, measurable business benefits (i.e. thinks on one’s feet).
• Proactively identifies opportunities to serve the customer.
• Works with other colleagues and leaders to deliver Operations strategy.
• Reads a wide range of audiences and situations and quickly adjusts communication style accordingly; selects the appropriate communication channel and tone to deliver tough messages.
• Demonstrates proficiency in digital techniques, methods, and tools used at F&G.
• Seeks opportunities to cultivate relationships with established contacts in their network.
• Provides guidance on what information to gather to achieve business objectives and how to efficiently obtain information that is not easily available.
• Seeks challenging assignments and projects.
• Understands and demonstrates commitment to the departmental vision, strategy, change initiatives and goals.
• Proactively identifies opportunities to improve department performance and escalates ideas to leadership.
• Supports with monitoring of vendor performance; identifies and escalates issues; develops processes to maximize vendor performance.
• Demonstrates ability to develop solutions in real time with practical, measurable business benefits; supports long-term business unit or department planning.
• Maintains industry regulatory knowledge.

Other Requirements

• Perform other functions, duties and projects as assigned
• Regular and punctual attendance
• Some travel may be required (less than 10%)