Health Insurance Sales Supervisor

SUMMARY 

Responsible for providing a wide variety of supervisor  support services in support of the Assured Health business unit employees to promote the company's product portfolio and increase company revenue and profit; and work collaboratively with the Vice President of Assured Health in a variety of sales supervisory/management functions. 

ESSENTIAL DUTIES AND RESPONSIBILITIES  

•    Sales Management:  Work collaboratively with the Retail Manager in a variety of sales management functions including but not limited to: daily coaching and mentoring of Licensed Agents; daily monitoring of Licensed Agent phone calls from their respective desks as well as silent monitoring.  Working with the Retail Manager of AHG to establish clearly defined and achievable sales results within the division.  Ensure division performance measures are met and/or exceeded including inbound ACD call management and outbound call performance.  Meeting with Licensed Agents to review performance on a consistent basis.  Review daily statistics including but not limited to: Average Speed to Answer, Call abandonment percentage, active rate, working rate, number of inbound and outbound calls, average talk time, calls per hour, applications sent and sales completed as well as overall presentation and sales skills.  Over site of Lead program including procedures, distribution and suggesting areas of improvement with Licensed Agents.  Assisting in determining appropriate lead flows to each Licensed Agent.  Assures each Licensed Agent is selling in an approved and compliant manner.  Continually looking for ways to increase Licensed Agent efficiencies and performance.  Assisting with directing, developing and counseling in an environment that encourages communication, learning and motivation.  Shares responsibilities and accountability with the team for delivering quality service.  Assists with determining work procedures and workflow and prepares work schedules to meet the needs of the business unit. Responsible for working with management to resolve issues and to help meet and Senior Market Sales, Inc. objectives.

•    Program Operations/Administration:  Coordination, facilitation and management including but not limited to special projects required of insurance carriers, and business partner relationships, including development of business plans and coordination of action steps of multiple stakeholders.  Coordination and management of business relationships with key internal partners and significant external partners and vendors; Presentations at internal and external meetings.  Assist with developing Critical Success Indicators (CSI) for key departmental initiatives.

•    Agent Support Functions: Assist with promoting the company’s product portfolio with specialization in the designated insurance products.  Be familiar with all company assigned products and services that are related.  Assist with coordination and participate in the implementation of special campaigns.  Assistance with and participation with the process of completing tasks as assigned. Direct supervision of assigned Assured Health Licensed Agents.

•    Supervision: Direct supervision of the Assured Health Licensed Agents. Supervisory responsibilities include:  in conjunction with the Vice President of Assured Health assigning/checking work, plan/appraise job results, annual performance reviews within the employee’s anniversary date month, coordinating scheduling needs; new hire orientation and training; and providing policy and operational leadership. Advising and providing direction and support to Licensed Agents in areas including but not limited to continuing education requirements as well as certification requirements where applicable.

•    General Management:  Work collaboratively with fellow senior staff to advance the values and mission of Assured Health and Senior Market Sales provide strategic, policy and operational leadership; and assist with handling sales calls as needed based upon business needs.  If supervising a location  outside of the Company’s main office in Omaha, Nebraska:  Manage and coordinate the day-to-day facilities issues for the Assured Health office space and building maintenance, plumbing and electrical needs, and security system for the off-site facility.

•    Special Projects:  Work collaboratively with fellow staff to advance the values and mission of Assured Health and Senior Market Sales by serving on relevant internal and external committees; Assists with special projects/assignments as requested by members of management.

QUALIFICATIONS 

EDUCATION / EXPERIENCE  

High School Diploma

Bachelor's Degree in marketing or related field

Five (5) or more years management/supervisory experience

Valid Insurance License

Active Life and Health Insurance license in resident state within 90 Days

Prior Customer Service, Call Center or Insurance Sales supervisory experience a plus

SKILLS 

Working knowledge of insurance services industries and specific current knowledge of product lines assigned to the Licensed Agents.

Knowledge of the general industry procedures, practices and terminology.

Knowledge of insurance product lines.

Knowledge of business processing functions including insurance accounting practices, systems, technology and related federal and state regulations.

Knowledge of program and project management including outcomes, quality assurance, and satisfaction measurement and interpretation.

Knowledge of supervisory techniques to accomplish instruction, motivation and training of personnel.

Skill to supervise, motivate and train.

Skill in working effectively with other company departments, internal marketing staff, home office personnel and agents.

Skill in working effectively with inbound and outbound callers/customers.

Skill in negotiating and problem solving to resolve internal and external conflicts.

Skill in the use of office equipment including computer, fax, printer, telephone system, etc.

Skill in the use of time management and organization skills.

Skill in maintaining effective working relationships with all customers, employees and the general public.

Skill in project management.

Proficient computer skills (Microsoft/Word, Excel, PowerPoint, Adobe Acrobat, MS Outlook software preferred).

Ability to communicate effectively, both orally and in writing, in a constructive manner.

Ability to approach and communicate with a wide range of personalities in a professional and courteous manner.

Ability to be patient under frustrating circumstances and demonstrate controlled emotional affect in difficult situations.

Ability to engage in effective interpersonal interaction, verbal communication and written communication.

Ability to persuade.

Ability to maintain a high level of organization and attention to detail while remaining flexible and responsive when faced with multiple urgent requests.

Ability to read, write and communicate English effectively.

Ability to maintain all company policies, including all confidentiality and safety policies.

Ability to actively contribute to team effort.

Ability to work independently, exercise independent judgment, make and execute decisions.

Ability to be a self starter, motivated and accomplish goals and tasks within a given time frame.

Job Knowledge/Technical Expertise – Demonstrates appropriate knowledge/expertise for position and length of time in position; and ability to work independently at the appropriate level for length of time in position. Shares knowledge for benefit of team members/co-workers. Able to fulfill all facets of position, displaying level of knowledge and experience through production measurements. Continually improves own knowledge and skills; and effectively uses available technology. Demonstrates how position supports the company's mission, vision and values.

Initiative – Demonstrates initiative and takes accountability/ownership of work product quality and quantity. The ability to be a self-starter and motivator. The ability to work independently and complete tasks on a timely basis. Delivers promised results by completing work according to designated timeline and procedures. If unable to achieve deadlines and work product goals, takes ownership and the initiative to communicate ahead of the deadline.

Problem Analysis and Problem Solving – Demonstrates ability to identify and resolve problems in a timely manner and gathers and analyzes information to identify solutions as well as develop alternative solutions.

Organizational Skills – Prioritizes and plans work activities. Uses time efficiently and develops realistic action plans.

Judgment/Decision Making – Demonstrates a willingness to make decisions, exhibits sound and accurate judgment and makes timely decisions.

Quality Management – Looks for ways to improve and promote quality of work product; and demonstrates accuracy and thoroughness. Meets all compliance requirements.

Quantity Management – Consistently meets processing production expectations, and all system and record documentation requirements. Manages task responsibilities in a timely manner.

Adaptability – Demonstrates ability to effectively cope with change and adapt as needed to meet the demands of the situation. Focuses on the important information without getting bogged down in the unnecessary detail.

Communication – Communicates clearly, effectively and persuasively. Actively listens, seeks clarification and determines appropriate course of action by asking in-depth, probing questions.

Relationship Building – Demonstrates ability to work through business and people situations to ensure customer/agent needs are met. Asks for assistance and direction as needed. Promotes relationships of trust and respect. Establishes effective working relationships and promotes participative approaches. Offers to assist others when available and seeks assistance when needed.

Adherence to Policy – Adhere to all company policies and procedures. Actively promotes and personally observes safety and security procedures, and uses equipment and materials property.

Attendance/Punctuality – Works scheduled work hours – reports to work when scheduled and works through until the scheduled ending time. Ensures work responsibilities are covered when absent.

Attitude – Conveys a willingness to help the customer/agent. Conveys a positive and professional image. Listens patiently, clarifies and anticipates needs and responds with appropriate actions to be taken. Follows through with actions and makes the customer/agent feel like solving their concerns/issues and getting the work product done is important. Commits to putting in additional effort when needed. Maintains a high level of productivity and self-direction.

Professionalism – Participates in meetings in a positive and constructive manner. Shows respect and engagement in all meetings by listening attentively to the speaker, avoid side-bar conversations, sharing knowledge and/or feedback, and recognizing the contributions of others, as appropriate.

Team Work – Demonstrates team player qualities by sharing knowledge and information with team mates/co-workers. Interacts with people effectively. Cooperates within the core team group and across teams within the company. Supports group decisions and puts group goals and initiatives ahead of his/her own personal goals and initiatives.

Customer Service Skills – Anticipates the needs of the customer/agent. Respects the opinions of the customer/agent. Asks questions to understand others’ issues and needs. Builds trust and rapport with the customer/agent. Exhibits efficient and effective customer service skills/techniques by managing difficult or emotional customer and/or agent situations; gathers and analyzes information skillfully; responds to requests for services and assistance and meets commitments in a timely manner.

Sense of Urgency – Responds to requests for services and assistance and meets commitments in a timely manner. Completes appropriate follow-up contacts and documentation in an appropriate timely manner.

Managing People – Strategize project and team direction, building a roadmap to the future. Inspires employees to consistently perform at their best. Motivate employees, keeping morale up. Measures current performance and tracks progress; provides feedback and helps employees set realistic goals.

Staff Mentoring – helps individual employees develop the habits and skills he or she needs to be more successful at communicating, planning, organizing and contributing to the goals of the company.

Goal Oriented – Thinks and acts like an owner of the company. Recognizes the importance of long term goals. Has a vision, the ability to see things as they should become, defining the team and organizations future. When appropriate, involves employees in goal setting and able to gain high commitment level from the employees.

Communication - Reprimands employees in private and praises them in public. Encourages free flowing interactive communication. Listens. Receptive to feedback, both positive and negative.

Diversity - Embraces diversity. Highly receptive to new ideas and people who are different.

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