Payment Center Customer Experience Team Lead

Position Summary

The core focus of the Payment Center Customer Experience Team Lead is to provide support for teammates and leadership. The team lead is highly active throughout the day assisting teammates with questions as they come up during their calls, managing the daily skill routing and the time organization of teammates, and assisting in coaching and mentoring our teammates. The Payment Center Customer Service Team Lead is expected to be proactive and thoughtful in a way that improves the process and the overall experience with National Life. The objective of the PC CEC Team Lead role is to develop future leadership for the organization (this is not a people-leading role).

Specific Duties and Responsibilities

• Coaches, mentors, and provides regular timely feedback to CEC teammates at all levels
• Actively handles escalations from the CEC floor and those referred by management
• Supports the broader leadership team by articulating/translating CIG vision in a way that inspires others
• Works on special projects and key initiatives as assigned
• Identifies training opportunities for the floor and works with leaders and training to address
• Prepares and delivers huddle updates and other ad-hoc training materials/classes
• Builds cross-functional relationships that improve process and efficiency
• Works with leadership regarding daily call volumes and pivoting skill sets if needed throughout the day
• Assists in tracking historical call data and assisting with forecasting future call volume and identifying staffing gaps
• Able to build a highly effective team that pivots between call-taking and processing

Requirements

• Highly reliable, responsive, and attentive
• Onsite presence
• Able to multi-task effectively
• Helps teammates
• Independent problem solver
• Olympic level soft skills and ability to deescalate
• Subject matter expertise in Life and Annuity
• Teach first mindset
• Team first attitude/Role Model
• Ability to flex schedule to meet the needs of the Payment Center CEC or the broader Payment Center

The base compensation range represents the low and high end of the compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees. Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position. National Life offers a competitive total rewards package, which includes a 401(k) retirement plan match, medical, dental, and vision insurance, paid holidays, and a generous paid time off plan, as well as other benefits.

National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.

Fortune 1000 status is based on the consolidated financial results of all National Life Group companies.

National Life Group

1 National Life Dr

Montpelier, VT 05604

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