Call Center Supervisor - Third Party Distribution Service (8979BR) New York, New York

Supervise call center team staff to insure that all work meets regulatory and performance standards. • Supervise and coordinate staff and unit activities • Participate in performance evaluations, reviews and coaching of staff. • Assist contract owners, outside broker/dealers, bank representatives, and third party marketers in the resolution of administrative issues. • Analyze and resolve complex problems and complaints encountered by call center associates. • Advise broker/dealers, bank representatives, and contract holders and their representatives, on contract provisions and related laws, regulatory requirements, and company procedures. • Consult with legal and compliance staff on unusual and problem situations. • Coordinate special projects relating to annuity products • Analyze procedures and recommend changes and process improvements • Approve disbursements within delegation of authority. • Initiate wire transfers • Assist in monitoring, tracking and assessing call center statistics. • Supervise daily call center activities. Monitor schedules and adjust staffing to meet objectives and standards. Identify/recognize unusual call center activity and take corrective action. • Provide guidance to callers on website and IVR usage. • Make exceptions within scope of responsibility.

• A minimum of a bachelor’s degree or equivalent and related work experience. • NASD Series 6 and 63 licensed preferred. • Strong knowledge of income and immediate annuities as well as fixed and variable annuities preferred. • Ability to adapt, plan and communicate quickly and effectively in a complex and highly regulated environment. • Ability to apply sound judgment and tact in the resolution of administrative, customer service or financial management problems; provide effective leadership in planning, development and implementation of procedures and policies to meet Company goals. • Experience in a call center and familiar with call center software/hardware. • Strong leadership skills • Excellent oral and written communication skills • Strong knowledge insurance/investment industry • Strong organizational skills and attention to detail • Strong knowledge of SEC, NASD and state insurance regulations.

Works with minimal supervision or with only periodic review until final result is produced. Prioritizes and manages own workload to meet deadlines, project time targets, etc. Solves problems within scope of responsibilities and with assistance of director and other senior staff. Since responsibilities involve dealing with clients and producers on service requests and within a strict regulatory environment, requires considerable independent action and decision-making regarding problem research, analysis and resolution. Performs a variety for non-routine and diverse duties involving decisions/problem solving based on technical knowledge and innovation. Requires judgment to adapt standard methods and procedures to fit facts and procedures. Instrumental in correcting errors or having issues resolved concerning policyowner accounts and other annuity processing. • Must insure that service team meets all contractual guidelines and SEC/state regulatory requirements while meeting high quality customer service standards. • Must identify, understand and communicate inherent risks surrounding financial discrepancies and errors, as well as the potential loss outcomes of inaccurate handling, as well as take corrective action if necessary. • Authorize disbursements • All other responsibilities of the position. Supervises the staff and work of service team. Assists manager in all aspects of performance management, including conducting performance reviews and coaching direct reports. Position must also interface with upper management and report on status of various assignments/open and resolved issues. Internal contacts include Sales Desk and product Development as well as other –in-house departments, including Corp. Compliance, Office of General Council, Corp. audit and Tax. External contacts may include policy owners, broker-dealers, and representatives of banks, third party marketers, and other financial institutions.
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