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Suitability Hybrid Team Lead

Company: Athene
Location: West Des Moines
Posted on: November 24, 2022

Job Description:

We are Athene. At Athene, we are driven to do more. We are a leading retirement services company that issues, reinsures and acquires retirement savings products designed for the increasing number of individuals and institutions seeking to fund retirement needs. We see every day as a new opportunity to measure ourselves against the best - and then we don't stop until we've set the bar even higher. We're ready to help you achieve more.Purpose:This role supports the Suitability and New Business functions related to processing, quality review and reporting. The Team Leader provides work direction to a team to assure that all work is completed within time and quality service standards. Monitors the workflow throughout the day and makes adjustments as necessary to meet deadlines. Functions as a technical guide to the team and to peers and is considered a subject matter expert. May lead or participate in special projects by clearly and concisely defining the project scope, assigning duties, measuring progress and implementing change.Accountabilities:We are looking for a qualified Team Lead to supervise a Suitability Hybrid Team and act as a subject matter expert in fixed and indexed annuities. You will be responsible for supervising, mentoring and motivating team members daily. As a Team Lead, your communication skills needs to be excellent as you will be the contact point for all team members. You also need to be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you need to lead by setting a good example and engage the team to achieve goals.

  • Providing coaching and mentoring to staff
  • Helps set priorities for the team
  • Partners with manager to provide performance feedback, escalating performance concerns; documents the behaviors and participates in interviewing and selection of new team members
  • Delegates work and assigns responsibilities to the team
  • Monitoring phone queues within Genesys system and ensuring staff is adhering to schedules, talk/handle times and quality management
  • Provides explanations and answers related to processes, regulations, etc.
  • Provides information or explanations of Athene products and service
  • Documents processes and appropriate information as needed
  • Serves as a technical resource for the team and internal customers and leadership
  • Formulates correspondence with customer through both verbal and written methods
  • Handles escalated calls and inquiries and compiles file work in a professional manner
  • Assists and/or leads special projects within the departmentQualifications and Experience:
    • Bachelor's degree or equivalent experience
    • 3+ years minimum of related experience required
    • 3+ years of technical/professional experience preferred
    • In-depth knowledge of Contact Center performance metrics
    • Experience with life, annuities and/or financial services products required.
    • Experience in annuity computer systems preferred
    • Excellent communication and leadership skills
    • Organizational and time-management skills
    • Decision-making skills and the ability to execute
    • Must be able to communicate effectively using verbal and written methods, while -explaining processes to a diverse customer baseDrive. Discipline. Confidence. Focus. Commitment. - Learn more about .Athene is a Military Friendly Employer! - Learn more about how we support our .Athene celebrates diversity, is committed to inclusion and is proud to be an Equal Opportunity Employer. - We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, veteran status or any other status protected by federal, state or local law.

Keywords: Athene, West Des Moines , Suitability Hybrid Team Lead, Other , West Des Moines, Iowa

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