Bankers Fidelity Life Insurance Company® · 2 months ago
Policyholder Service Team Lead
Brookhaven, GA, US
Full-time
Onsite
Senior Level
7+ years expBankers Fidelity Life Insurance Company is seeking a Team Lead for their Policyholder Services & Loyalty department. This role combines customer service with leadership, focusing on guiding a team to enhance customer experiences and drive operational excellence.
Insurance
Responsibilities
Lead and Inspire: Guide, mentor, and motivate a high-performing team, fostering a culture of service excellence and continuous improvement
Enhance Customer Experience: Ensure every customer interaction—whether with agents, policyholders, or providers—demonstrates professionalism, empathy, and an unwavering commitment to resolving inquiries
Drive Team Performance: Monitor team progress and performance metrics, identifying areas for improvement and implementing strategies to optimize service delivery and exceed customer expectations
Support Team Development: Provide ongoing coaching and feedback to team members, helping them achieve their personal and professional growth goals while aligning with organizational objectives
Ensure Operational Efficiency: Oversee daily operations to ensure seamless workflow, alignment with organizational goals, and adherence to company standards and policies
Resolve Complex Inquiries: Take ownership of escalated issues and complex customer inquiries, ensuring timely and effective resolution while maintaining high customer satisfaction levels
Collaborate Across Teams: Work closely with other departments and leadership to identify opportunities for process improvements, enhance customer satisfaction, and implement best practices across the organization
Leverage Analytical Skills: Utilize strong analytical abilities to assess performance data, identify trends, and recommend solutions for continuous improvement in both individual and team performance
Champion Company Values: Uphold and reinforce Bankers Fidelity’s commitment to service excellence, professionalism, and integrity in every aspect of team leadership
Qualification
Required
High school diploma or equivalent; completion of relevant college courses or professional certifications preferred
At least seven years of progressive customer service experience, preferred experience in a leadership or supervisory capacity
Ability to lead, inspire, and motivate a team, providing guidance and support to foster professional growth and high performance
Strong verbal and written communication skills to effectively interact with team members, clients, and cross-functional teams
Deep commitment to providing outstanding service, ensuring every interaction is handled with empathy, professionalism, and a focus on problem resolution
Strong ability to analyze performance data, identify trends, and make data-driven decisions to optimize team performance and improve customer experience
Proficiency in handling escalated issues and complex inquiries, using patience, tact, and problem-solving skills to achieve positive outcomes
Excellent organizational skills to manage multiple tasks and priorities while ensuring timely and efficient operations
Expertise in coaching, mentoring, and providing constructive feedback to help team members achieve their full potential
Ability to work effectively with cross-functional teams, fostering a collaborative environment to drive improvements and deliver results
Ability to navigate change, think critically, and approach challenges with creative solutions
Strong focus on maintaining accuracy in all aspects of work, from data analysis to customer service delivery
Preferred
Completion of relevant college courses or professional certifications preferred
Preferred experience in a leadership or supervisory capacity
Company
Bankers Fidelity Life Insurance Company®
For over 65 years, Bankers Fidelity Life Insurance Company has provided tens of thousands of Americans with valuable, customer-oriented insurance products.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Corey Jones
Director, Partner Relations
Company data provided by crunchbase