De031911 - Insurance Operations Senior Analyst

ANZ

Muntinlupa, Philippines
Hybrid
Inbound customer service representatives
Retirement savings products
Quality assurance standards
Coach and develop a team of 15-20 front line inbound customer service representatives that assist our participants with accessing their account online and answering general questions about rollovers or withdrawals from their retirement savings products

Job Summary

  • Coach and develop a team of 15-20 front line inbound customer service representatives that assist our participants with accessing their account online and answering general questions about rollovers or withdrawals from their retirement savings products.
  • Champion effective adherence to quality assurance standards, participate in call calibration sessions and ensure consistency in QA scoring.
  • Effectively lead change to empower and retain employees.

Matching Summary

Coach and develop a team of 15-20 front line inbound customer service representatives that assist our participants with accessing their account online and answering general questions about rollovers or withdrawals from their retirement savings products.

Skills & Requirements

Must-have

  • Inbound customer service representatives
  • Retirement savings products
  • Quality assurance standards
  • Procedural and regulatory accuracy
  • Participant PII confidentiality

Nice-to-have

  • Customer centric approach
  • Collaborative and flexible
  • Tech savvy
  • Fast paced settings

Key Requirements

  • At least 2 yrs experience in Contact Center
  • Life Insurance and/or Retirement background
  • College graduates or undergraduates
  • Right to live and work in this country

Work Rights

Must have the right to live and work in this country

Tailored Resume

Cover Letter