DE031910 - Insurance Operations Specialist

---ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

POSITION TITLE: Insurance Operations Specialist
WORK SETUP: RTO

Responsibilities:
• 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.
• Coach representatives on KPI results through evaluating, rewarding, and motivating representatives.
• Assist Manager in floor management, ensuring accurate production levels, training, and retention of representatives.
• Champion effective adherence to quality assurance standards, participate in call calibration sessions and ensure consistency in QA scoring. Identify needs for improvement of effective processes and training to drive reduction in errors.
• Ensure procedural and regulatory accuracy and adherence through effective quality monitoring techniques and workflow observance.
• Serve as department subject matter expert and co-facilitator for new hire onboarding and training.
• Provide frequent feedback and direction to representatives by assessing overall skills and readiness levels
• Effectively lead change to empower and retain employees
• May be assigned other tasks or assignments as required by the project.

OTHERS
Project Shift Schedule: Night Shift
Project Rest Day: Weekends
Project/Team Location: Muntinlupa Filinvest Axis Tower One

SKILL AND QUALIFICATIONS
o College graduates
o Open to college undergraduates
o At least 3yrs experience in Contact Center environment, and with Life Insurance and/or Retirement background
o Experience leading and developing teams in a contact center environment within financial services or insurance, with the ability to support representatives handling complex participant needs.
o Strong communicator and motivating leader with a customer centric approach—skilled at coaching teams, simplifying complex plan or insurance concepts, and driving high quality participant experiences.
o Highly organized and analytical, able to adapt to shifting priorities, use data to guide decisions, and champion efficiency or CX improvement initiatives that boost team performance.
o Collaborative, flexible, and tech savvy (preferably with NICE, IEX and Salesforce familiarity), comfortable working in fast paced settings, adopting new tools, and providing reliable leadership coverage across varied schedules and time zones.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.