Retention Back Office Supervisor (Remote)

About the role

At American Income Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to Make Tomorrow Better. Role Overview Could you be our next Retention Back Office Supervisor? American Income Life is looking for a Retention Back Office Supervisor to join the team! In this role, you will be responsible for managing reinstatement processes and contact center transactions. The Retention Back Office Supervisor will assist with overseeing, tracking, and processing agent conservations for the Customer Retention Department. This position will also oversee waiver of premium and payment processing functions performed from call center retention efforts. This is a remote / work-from-home position.

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At American Income Life, your voice matters.

Responsibilities

• Monitor and assign Back Office tasks while tracking KPI targets for time and accuracy.
• Ensure audit targets are met and quality feedback is provided.
• Assist agents with escalation and reinstatement questions and partner with the field to handle questions and concerns timely.
• Complete reporting for Reinstatement Initiatives and provide management with dedicated status updates and trend reporting.
• Review and approve refunds processed by Reinstatement Clerks.
• Manage a team of clerks with varying skill levels, including reviewing, approving, and editing timesheets through Kronos.
• Oversee overall work product accuracy, hire new staff, and facilitate corrective actions and employee improvement plans as necessary.
• Assist in all positions as needed.
• Ensure department goals are met.

Requirements

• High School Diploma or Equivalent; Associate degree and/or equivalent work experience preferred.
• 3 years of previous supervisory experience required; life insurance experience preferred.
• Ability to work independently, manage remote employees, and meet deadlines.
• Strong leadership, people, organizational, and time management skills.