Job Title: Annuity Supervisor
Location: Warwick, RI. Virtual Role with In-Person Training. New hires must live within a commutable distance of our Warwick location.
Key Responsibilities:
- Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
- Supervise and lead a team of customer care associates who engage in providing service on a variety of MetLife products ensuring a superior customer experience.
- Proactively coach, motivate and develop associates to ensure their performance exceeds our customer’s expectations. Hold them accountable for those results.
- Partner with recruiting to acquire new and diverse talent into the service organization with the requisite customer orientation, skill set and knowledge to build and strengthen customer relationships and drive profitable growth.
- Monitor associate calls and provide feedback on quality of information, quality of interaction and following appropriate procedures.
- Create performance appraisals for associates, including tracking performance trends for determination of recognition and disciplinary action.
- Ensure department compliance with all applicable ERISA, HIPAA and internal Quality Management Systems regulations and guidelines.
- Foster collaboration among peers and with other partners by building effective, results-driven relationships in order to leverage resources across GCSO and MetLife.
- Support revenue generation initiatives.
Essential Business Experience and Technical Skills:
Required:
- New hires should live a commutable distance from the site the role is posted in.
- 1+ years of Supervisor or Manager Experience in a Call Center, the Financial Industry, or Insurance.
- 1+ years of Call Center Experience.
- Obtain FINRA Series 6 license within 90 days and Series 26 within 6 months of hire date.
- Ability to work during the hours of operation of 8:30am-6:30pm EST Monday-Friday.
- High School Diploma or GED Equivalent.
- Commitment to continuous, ongoing improvement in the level of service provided to internal and external customers.
- Ability to create a work environment that fosters high morale & employee engagement within a service operation that is fast paced and subject to frequent change.
- Demonstrated problem solving and decision-making skills along with the ability to manage multiple projects.
- Strong supervisory/leadership capability.
Preferred:
- Current Series 6 & Series 26 FINRA licenses preferred; will need to be obtained upon hire.
- Bachelor's, associate's degree or higher.
- Demonstrated excellent interpersonal communication and coaching skills in order to develop talent for the future.
- Ability to manage change and to support company-wide initiatives.
- Ability to work effectively as a member of a supervisory team.
- Knowledge of the organization’s operations, quality management tenets, products and services as well as those of related organizations and business partners.
- General understanding of the Company’s Human Resources policies and procedures.
- Demonstrated commitment to diversity, integrity and value of the contributions of associates at all levels in the organization.
Business Category
Global Customer Service & Operations
Number of Openings
1
At MetLife, we are leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we are dedicated to making a difference in the lives of our customers.
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