Investors Heritage is seeking an experienced Deputy Team Lead with a background in the insurance industry and annuities to support our Policy Services team in handling Tier 2 escalations and managing team schedules. In this role, you will assist in guiding the team through complex inquiries, providing oversight in managing escalations, and optimizing team schedules for efficient coverage. While this role doesn't include direct people management, you will play a key part in supporting team lead and collaborating on operational priorities to ensure high standards of service and seamless team operations.
Duties & Responsibilities
- Oversee the resolution of complex customer inquiries related to insurance policies and annuities, providing support and guidance to ensure timely and effective solutions.
- Coordinate and maintain team schedules, managing shift assignments, time-off requests, and schedule adjustments to optimize team coverage and meet service demands.
- Act as the primary point of contact in the absence of the team lead, assisting with day-to-day operational needs, responding to escalated issues, and supporting team members in problem-solving.
- Work closely with the team lead and other department leaders to assess staffing needs, monitor performance against targets, and contribute to continuous improvement efforts within the team.
- Identify and recommend improvements to escalation handling, scheduling practices, and overall workflows to enhance team efficiency and customer satisfaction.
- Provide ongoing training, support, and resources to the team, particularly on insurance and annuity topics, to strengthen product knowledge and ensure high-quality customer interactions.
Qualifications
- Bachelor's degree
- 3+ years in a customer service role within the insurance industry, with specific experience in escalations, scheduling, and a solid understanding of annuity products.
- Strong leadership, communication, and problem-solving skills with a focus on attention to detail in customer interactions and operational support.
- Proficiency with MS Office.
- Deep knowledge of insurance products and annuities to assist the team in managing complex inquiries.
- Ability to work effectively with team leads, adapt to changing priorities, and support a dynamic team environment without direct supervisory responsibilities.