At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live.  As a recognized market leader of term life insurance, we’re working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals and challenging ourselves to achieve more.  We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.

The Policy and Premium Service Team Lead will be responsible for enabling best in class service by the Policy and Premium Service Team, monitoring daily operations to meet or exceed service level and quality objectives with a focus on service quality and process improvement. The P&P Service Team Lead will provide support by auditing various completed tasks to ensure our processes are compliant with disclosed controls. They will analyze the team’s non-work time in Verint Ops manager to improve baseline productivity results through staff coaching, Ops Manager Schedule management and updates, analysis and variance explanation for volume fluctuation, and partner with leaders across the business to quickly resolve escalated issues. Position provides back up support for the manager for select tasks.

• Ensure that the daily Premium and Billing jobs are successfully completed by IT Operations and volumes are reconciled between Life Pro and Finance. Identify any processing delays for the Web, RPA or IT Operations to analyze the impact and quickly escalate to resolution.   Review prior day Ops Manager Scorecard to assist in morning stand up meeting and recommend daily goals. Provide real-time coaching to staff regarding reported errors identified on various control reports.
• Assist with developing and maintaining procedures for all facets of work.  Work with Process Improvement and Legal/Compliance areas, as directed, to update procedures and processes to ensure 100% compliance with all state and regulatory entities. Implement changes as required.  Oversee management of temporary process changes required by State as a result of any natural disaster.
• Assist staff with special projects/phone calls and handle when necessary to ensure proper resolution. Provide coaching to staff on special projects/escalated calls.
• Responsible measuring staff proficiency by conducting ongoing quality control review of work product.  Provide feedback and coaching to staff as needed and document specific performance targets. Review findings and identify problematic issues and resolutions with the Manager.
• Provide ongoing validation of systems and workflow to ensure all processes are functioning correctly and accurately.  Identify any system weaknesses and define options to remedy with management.  Work with IT to test and implement all system modifications.
• Process more complex tasks and effectively explain processing and rationale to internal and external customers using extensive understanding of life insurance concepts and advance knowledge.
• Provide advanced research for critical projects and complete other special projects and tasks as assigned by Manager.
• Review all Legal documents including Power of Attorney and Trust documentation to ensure proper Authorization is in place to make a policy change.
• Serve as the expert resource for other team members and other departments

Education

High school Diploma or equivalent

College preferred

ACS designation preferred

Accounting or financial background preferred

Experience/Knowledge

3+ years’ experience in a customer service/administrative related

Advanced knowledge of life insurance products

Life, Property and Casualty or Health insurance experience preferred

Comfortable working with numbers

Prior Team Lead or supervisory experience a plus

Skills

Excellent communication skills, both verbal and written

Strong Analytical and technical skills

Strong organizational skills and ability to prioritize

Ability to work in fast paced environment

Detail oriented

Ability to work independently and within a team environment

Effective decision-making skills

Demonstrated Collaborative work experience

Proficiency with Microsoft Office (Word and Excel)

Reports To

Policy and Premium Service Manager

What’s in it for you?

The expected hiring compensation range for this position is $59,600 - $79,700. This role will be working in a hybrid environment requiring 3 days in office per week.

The total compensation package for this position may include other elements, such as a sign-on bonus, long term incentives, and annual bonuses.  This role is eligible to participate in the Legal & General America Annual Incentive Plan. This role has 10 vacation days and 10 sick days that are accrued on a bi-weekly basis. Employees also have 9 paid holidays throughout the calendar year.

We have a competitive compensation and benefits package focused on your overall wellbeing.  Employee benefits include health, life, and dental insurance; 401K with company match up to 6% as well as a pension package; generous time off; and wellbeing initiatives throughout the year (we like doing fun stuff).  We’re big on professional development and we’ll support and mentor you in your career progression and expect you to help us pay it forward by helping us develop tomorrow's leaders and growth-focused professionals. We value our teams and our communities and believe in giving back. Enjoy time off to volunteer for those causes that matter most to you!

If hired, employee will be in an “at-will position” and the Company reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors. The Company reserves the right to change benefits plans at any time.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation.