Responsibilities:Coach and Develop Remote Teams: Provide virtual coaching, manage production goals, and monitor performance from a distance. Utilize digital tools and strategies to ensure effective performance management and team engagement.Conduct Virtual Meetings: Organize and lead regular virtual meetings with the team and other leaders to align on premium goals, manage remote collaboration and ensure effective communication.Coordinate and Lead Remote Activities: Oversee daily activities of support staff, ensuring adherence to service level timeframes while navigating the challenges of remote communication and execution. Develop and implement corrective plans to address any deviations or inefficiencies.Ensure Compliance with Quality Standards: Maintain and enforce quality standards and customer experience objectives.Develop and Update Training Resources: Create and maintain comprehensive training documents and ensure that carrier and procedural information is current and accessible to all remote team members.IT Issue Resolution: Act swiftly to address and resolve IT issues, ensuring that team members remain fully capable of performing their duties. Implement strategies to quickly resolve technical problems, minimize disruption, and provide the necessary support to maintain productivity and effectiveness.Oversee Attendance and Absences: Manage attendance and time off for staff and provide backup support for absences. Develop strategies to monitor and manage remote work schedules effectively.Facilitate Onboarding: Oversee the remote onboarding process for new hires, ensuring a smooth and effective integration into the team. Provide virtual support to new employees to help them acclimate to their roles and the company culture.Manage Vendor Relationships and Staff Issues: Ensure that all interactions with vendors are managed effectively through digital channels and address any staffing concerns or conflicts promptly and professionally.Escalations Point of Contact: Serve as first point of contact for client escalations, team issues, monitor trends and forecast challenges and develop solutions.Deliver Exceptional Customer Service: Provide outstanding customer service to clients and team members. Ensure that remote communication channels are utilized effectively to maintain high service standards.Qualifications: Customer and Business Alignment: Ability to balance customer needs with business objectives effectively.Professional Communication: Excellent verbal and written communication skills for clear interaction with team members, clients and vendors, including creating training materials.Time and Task Management: Strong organizational skills to manage time effectively, prioritize tasks, and meet deadlines in a home-based setting.Self-Discipline and Focus: Ability to maintain high levels of productivity while working independently from a remote location, managing distractions effectively.Self-Motivation: Proactive and self-motivated, able to work independently with minimal supervision.Team Player: Committed to both individual and team success, with a collaborative approach to problem-solving.Remote Work Readiness: Proven ability to work in a distraction-free environment and the mental stamina to stay focused on tasks for extended periods, particularly in front of a computer.Technical Skills: Strong computer skills including familiarity working within CRM systems, Microsoft Office Suite (especially Excel), and workflow management tools with minimum typing speed of 45+ WPM.Skills: Leadership and Team Management: Ability to develop, lead and motivate a team to achieve performance and business goals.Organizational Skills: Proficiency in prioritizing tasks, managing multiple deadlines, maintaining efficiency under pressure, while maintaining accurate records and documentation.Problem-Solving: Ability to analyze complex issues, identify root causes, and implement effective solutions to improve workflow and performance.Compliance and Quality Assurance: Understanding of quality standards and compliance requirements to meet departmental and service objectives.Attention to Detail: High level of accuracy and organization, ensuring thoroughness in all tasks and compliance with procedures.Patience and Clarity: Ability to explain unfamiliar concepts to team members and clients.Adaptability: Flexible and able to respond positively to changes in a dynamic work environment.Process Improvement: Ability to streamline processes and implement changes to enhance productivity and efficiency.Decision-Making: Ability to make timely, informed decisions that align with business objectives and team dynamics.EEOC/Other: eFinancial/Fidelity Life Association is an equal opportunity employer and supports a diverse workplace. As an eFinancial/Fidelity Life employee, you will be eligible for Medical and Dental Insurance, Health Savings Accounts, Flexible Spending Accounts (Health, Dependent Care & Transit), Vision Care, 401(K), Short-term and Long-term Disability, Life and AD&D coverages.
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