Team Lead, Agency Services (Commissions)

F&G is hiring for a Team Lead, Agency Services (Commissions).

Job Summary

The Team Lead, Agency Services (Commissions) is responsible for assisting the Manager, Agency Services with onboarding new team members, managing daily workloads, and providing support for developing Agency Services team members. This position will drive individual and team performance to meet stated KPIs and SLAs while continuously driving for efficiency gains and improvements to overall ease of doing business for our customers.

Duties and Responsibilities

• Serve as the point of contact for both internal and external partners.
• Monitor and maintain team and individual KPIs and SLAs.
• Assist the manager with creating and tracking individual and team goals.
• Partner with team members to focus on individual performance and inspire action toward meeting team standards.
• Provide timely coaching and feedback to team members.
• Coordinate the resolution of complex or escalated inquiries
• Review and analyze systems, processes, and data to improve workflows and increase efficiency.
• Effectively leads and manages customer service related issues in an efficient and compliant manner. Encourages feedback from team members on process improvement opportunities.
• Support and oversees department level training including procedure documentation and review.
• Ensure adherence to compliance, regulatory, and financial controls including SOX controls.
• Participate on project teams as needed.

Experience and Education Requirements

• AA or BA degree preferred or equivalent work experience considered in lieu of a degree
• 5+ years of experience in the insurance or financial services industry with an emphasis on Contracting and/or Commissions
• Demonstrated leadership experience

Knowledge, Skills & Abilities

• Effective leadership, coaching, motivation, and decision-making skills
• Strong focus on customer service
• Recognizes and shifts priorities as needed
• Comfortable leading and motivating a largely remote workforce
• Focus on employee development and engagement
• Excellent verbal, written, and visual communication skills
• Comfortable challenging current processes and providing recommendations to improve efficiencies and effectiveness
• Self-motivated and ability to work independently and effectively in a fast-paced environment
• Maintains appropriate level of industry/regulatory knowledge