Annuity Supervisor

MetLife - Woonsocket, RI

Full-time - Mid Level

Woonsocket, RI

Insurance Carriers and Related Activities

About the position

The Annuity Supervisor role at MetLife involves supervising and leading a team of customer care associates in providing exceptional service on various MetLife products. This position emphasizes coaching, motivating, and developing team members to exceed customer expectations while ensuring compliance with relevant regulations. The role also includes responsibilities in recruitment, performance monitoring, and fostering collaboration within the organization.

Responsibilities

• Supervise and lead a team of customer care associates providing service on MetLife products.
• Proactively coach, motivate, and develop associates to exceed customer expectations.
• Partner with recruiting to acquire new and diverse talent for the service organization.
• Monitor associate calls and provide feedback on quality and procedures.
• Create performance appraisals for associates and track performance trends.
• Ensure department compliance with ERISA, HIPAA, and internal regulations.
• Foster collaboration among peers and partners to leverage resources across GCSO and MetLife.
• Support revenue generation initiatives.

Requirements

• 1+ years of Supervisor or Manager Experience in a Call Center, Financial Industry, or Insurance.
• 1+ years of Call Center Experience.
• Obtain FINRA Series 6 license within 90 days and Series 26 within 6 months of hire date.
• Ability to work during the hours of operation of 8:30am-6:30pm EST Monday-Friday.
• High School Diploma or GED Equivalent.
• Commitment to continuous improvement in service levels.
• Ability to create a high morale work environment in a fast-paced service operation.
• Demonstrated problem solving and decision-making skills.
• Strong supervisory/leadership capability.

Nice-to-haves

• Current Series 6 & Series 26 FINRA licenses preferred; will need to be obtained upon hire.
• Bachelor's, associate's degree or higher.
• Excellent interpersonal communication and coaching skills.
• Ability to manage change and support company-wide initiatives.
• Ability to work effectively as a member of a supervisory team.
• Knowledge of the organization's operations and quality management tenets.
• General understanding of the Company's Human Resources policies and procedures.
• Commitment to diversity and integrity in the workplace.

Benefits

• Equal Employment Opportunity/Disability/Veterans accommodations.
• Drug-free workplace policy.