Customer Center Manager (101)

SBLI USA Mutual Life Insurance Company is a financial services company whose focus is the value-conscious consumer. Our mission is to seek and build long-term enduring relationships with consumers through our people and technology. Our business philosophy blends financial strength and innovation with compassion and citizenship.

We are a growing company with offices in New York City, Newark, NJ, Buffalo, NY, Puerto Rico and Chicago. We are now proud to announce that we will be opening our next location in Los Angeles, California at the end of 2006.

SBLI USA offers an outstanding benefits package. We are an Equal Opportunity Employer.


General Summary
This position provides management and leadership for the sales staff for S.USA’s California Customer Center store. Manage team of Customer Service Agents and Receptionist/Ambassador in the Center. In a face-to-face sales/service environment, provides assistance to walk-in customers for new business inquiries and to service on a pending/existing policy. Coordinates customer sales/service issues with internal operational departments. Generates sales from walk-in customers and inbound/outbound inquires calling programs. Responds to policyholder inquiries received through the Company’s toll-free telephone number. Works with business development to bring in new business to enterprise.

Major Duties and Responsibilities
• Staffs, trains and manages sales/service staff. Provides ongoing sales/customer service coaching to staff.
• Handles day-to-day store operations, which includes scheduling, training, retail operatioins, management of monetary transactions, and reporting.
• Maintains productivity to achieve established service quality, quantity and lead generation goals.
• Develops and coordinates sales campaigns and company branding events to generate leads.
• Handles customer sales and service inquiries and complaints as necessary; and participates in selling (new business, up-sell, cross-sell) as needed.
• Provides support to corporate management as required, works as a member of the management team.
• Works with Sales Support to ensure application/documentation for sales approval process is handled according to business rules and in a timely manner
• Assures procedures and practices are in place to meet compliance and regulatory requirements.
• Participates in establishing strategic and operational goals and objectives.
• Assists in development of and monitors budget for cost control.
• Makes recommendations to improve sales and customer service processes
• Supports new business development initiatives and/or corporate citizenship efforts.
REQUIREMENTS
Minimum Qualifications
• Bachelor’s Degree or equivalent experience required
• Outstanding interpersonal skills and service orientation
• Excellent oral and written communication skills
• Life and health insurance sales license required
• Operations focus – experience with resource allocation, reporting and budgeting
• Compliance background – must have worked in a regulated environment and be compliance-oriented
• Goal and results orientation; demonstrated problem-solving ability
• Effective in a team environment
• Excellent organizational skills
• Experience with the Microsoft suite of office products
• Travel required
• Day/Evening, Weekend and holiday work required – must have a flexible schedule

Desired Qualifications
• Insurance sales, retail branch bank or call center experience
• Bi-lingual in Spanish