We are Athene. At Athene, we are driven to do more. We are a leading retirement services company that issues, reinsures and acquires retirement savings products designed for the increasing number of individuals and institutions seeking to fund retirement needs. We see every day as a new opportunity to measure ourselves against the best – and then we don’t stop until we’ve set the bar even higher. We’re ready to help you achieve more.
Purpose:
This position leads a team of Contact Center Representatives whose role is to handle incoming customer service telephone and email inquiries related to products and services offered by Athene and provide best-in-class customer service.
Accountabilities:
- Directs the day-to-day operations of the Customer Contact Center to ensure area responds professionally, courteously, quickly and accurately to all inquiries from agents and customers
- Provide leadership for the team by: 1) establishing performance expectations, 2) mentoring and coaching, 3) driving results, 4) sharing strategic direction, and 5) communicating effectively
- Analyze, enhance and manage the capacity of the team to improve operating efficiencies
- Monitor service levels, adjusting workflows and/or resources to meet established performance standards
- Build and maintain strong working relationships with internal and external customers
- Assist in the handling of exceptions, escalations, complicated technical or complaint cases, while weighing company philosophy, compliance, business risks, tax and legal ramifications and administrative costs
- Manage escalated customer situations promptly and professionally, with a strong sense of urgency
- Be an active member of the leadership team to establish department goals, objectives and strategic direction
- Support the implementation of new products, initiatives and/or technologies by assisting and/or leading special projects within the department.
- Serve as a technical resource for peers and staff
Qualifications and Experience:
- 2+ years of management/supervisory experience
- 5+ years technical experience required
- Experience with annuities and/or financial services products required.
- Knowledge of annuity administration systems, procedures, policy provisions, and tax implications preferred
- Ability to collaborate and function as a strategic partner on the leadership team
- Communicate effectively using verbal and written methods
- Bachelorsâ degree or equivalent experience preferred
NOTE: Successful candidate will be required to complete a pre-employment background check.
Drive. Discipline. Confidence. Focus. Commitment. Learn more about working at Athene .
Athene is a Military Friendly Employer! Learn more about how we support our Veterans .
Athene celebrates diversity, is committed to inclusion and is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, veteran status or any other status protected by federal, state or local law.
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