Provides day-to-day leadership and supervision to team members
Assists in coaching team to be able to identify inquiries that are beyond the scope of authority and take appropriate actions
Inspires team to focus on adherence to TruStage policies and processes, as well as federal and state laws and regulations
Fosters a positive work environment
Develops and maintains productive working relationships with team members-some of which may be field based
Sets goals and standards of performance for the team which is linked to business goals; uses appropriate measurement methods to monitor progress; takes suitable accountability for successful completion of assignments or tasks
Provides ongoing dialogue to team members about their performance
Coaches and helps establish individual development and career plans
Coordinates with Learning Consultant on career development opportunities
Completes Quality Assurance reviews for team members
Ensures staff compliance with company processes, federal and/or state regulations as required
Monitors and evaluates Quality Assurance and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targets
Analyzes periodic performance indicators and communicates regularly to team members
Prepares employee performance appraisals and merit recommendations
Investigates and resolves issues as required
whether customer issues, team issues or departmental issues
Identifies, designs and makes recommendations for process changes to improve customer experience
Maintains an awareness of TruStage and Collateral Protection Insurance
Participates in specials projects as assigned by manager
Informs team of changes, potential changes and other pertinent information affecting the department
Plans, coordinates and conducts meetings to discuss operational procedures and provide ongoing training to the team as needed
Supports the on-site dissemination of TruStage corporate-wide and Center-specific communications (i.e., bulletin boards, video monitors, peer recognition, etc.)
Notifies leadership of any issues that require exceptions to the normal process procedures
Provides assistance to other departments (Claims, Product Administration, Product, and Sales) as needed
Coordinates with other departments (Claims, Product Administration, Product and Sales) to ensure that performance targets are met
Promotes and maintains a positive, professional image of TruStage
Requirements
Bachelor's degree in Business or equivalent work experience
6-8 years of experience in customer service, administration or operations, preferably in the financial services and/or insurance industry
Prior supervisory experience preferred
Strong interpersonal and demonstrated team-building and coaching skills; proven teamwork and collaboration
Demonstrated analytical and problem-solving skills; ability to apply sound judgment and make effective decisions
Proven ability to organize and prioritize; demonstrated success in multitasking and managing multiple, competing priorities
Prior experience with project management methodology is strongly preferred
Ability to communicate at all levels with clarity and precision, both written and verbal
Ability to adapt in a changing work environment
Advanced technical / computer skills, including MS Word, Excel, PowerPoint, SharePoint, etc.
Experience working with Retirement Plan Documents including adoption agreements, plan amendments, resolutions, loan policies, summary plan descriptions (SPD), and summaries of material modifications (SMM) is strongly preferred.
Experience managing plan documents using vendor-based, web-enabled document systems; Relius Documents experience a plus.
Familiarity of Notice and Disclosure rules and distribution process to Employers and participants.
Experience with legal document preparation and accuracy for new plan installation and takeover plans.
Knowledge of IRS, ERISA, and DOL rules and regulations applicable to 401(k), 401(a), 403(b), 457(b), and church plans.