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<p>The workforce coordinator for our Inbound Call Center is the primary contact at National Life Group for meeting the daily metrics of the call center as well as working with leadership on handling overall call volume. They will manage the daily skill routing for the call center, communicate with back-up representatives, and assist with call volumes as needed.</p><p>Key Responsibilities</p><ul><li>Handling daily call volume via our Avaya CMS system by changing skills and rerouting calls during peak call time frames</li><li>Tracking historical call data and assisting with forecasting future call volume and identifying staffing gaps</li><li>Working with leadership daily regarding call volumes and needed assistance throughout the day</li><li>Obtaining assistance from back-up representatives as needed to meet the daily Service Level Agreements</li><li>On a daily basis, reporting key metrics for the call center as a whole as well as individual representatives</li><li>Providing historical summaries for policyholder and agent inbound call volumes</li><li>Assist with incoming calls and other customer touch points as needed</li><li>Coordinate complex after-issue service requests with the production units, such as New Business, Contract Change, Title and Claims</li></ul><p>Requirements</p><ul><li>Bachelor’s Degree</li><li>Strong customer-centric focus</li><li>Previous Avaya CMS knowledge</li><li>Previous team lead/supervisor experience preferred</li><li>Previous Work Force Management experience</li><li>Strong people/communication skills</li><li>Ability to multi-task/handle various assignments at once</li><li>Knowledge of MS Office 2010 / Windows 7</li><li>Excellent written and verbal communication skills required</li><li>Ability to meet established deadlines; must be a self-starter and be able to work independently as well as being a team player</li><li>Ability to work in a fast-paced environment; strong organizational skills a must</li><li>Must be able to pass a background check</li></ul><br><br><h6>The base compensation range represents the low and high end of the range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees.</h6><h6>Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.&nbsp; National Life offers a competitive total rewards package which includes: a 401(k) retirement plan match; medical, dental, and vision insurance; a company funded wellness account for director and below employees; 10 paid holidays; a generous paid time off plan (22 days of combined time-off for non-exempt employees and exempt employees have discretion in managing their time, including scheduling time off in the normal course of business, but in no event will exempt employees receive less sick time than required by state or local law); 6 weeks of paid parental leave; and 6 weeks of paid family leave after a year of full-time employment.</h6><h6>National Life is accepting applications for this role on an ongoing basis and the role remains open until filled. &nbsp;&nbsp;</h6><h6>National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.</h6><h6>National Life Group</h6><h6>1 National Life Dr</h6><h6>Montpelier, VT 05604</h6><h6>Social Media Policy&nbsp;</h6><h6>Site Disclosure and Privacy Policy&nbsp;</h6>

National Life Group

Workflow Coordinator - Customer Experience Center

<p><strong>Senior Project Manager</strong></p><p><strong>Summary</strong></p><p>The Senior Project Manager is responsible for leading, supporting and coaching teams to deliver large and complex project(s) and/or program(s) that span across one or more business units. Responsible for leading teams in driving overall delivery execution; manage resources, schedules, financials and adhere to quality and control guidelines throughout the full systems development life cycle. The ideal candidate will have financial services experience, preferably life insurance and annuity.</p><p><strong>Responsibilities</strong></p><ul><li>Manage strategic, continuous improvement, and transformation initiatives; effective in leading all aspects of a project and/or program to ensure timely and effective Work with multiple development methodologies such as waterfall, iterative and agile (scrum, kanban) to support project teams. Have awareness of agile techniques such as automated testing, user stories, test driven development, continuous integration, agile games, etc.</li><li>Business partner who possesses critical thinking skills in order to define practical solutions that align with strategic objectives. Understands the business needs of the project and its interaction with other projects/programs to make decisions that are in the best interest of the Ability to think creatively to drive innovation, perform situational analysis which leads to well thought out decisions.</li><li>Must establish strong working relationships with executive sponsors, business owners and stakeholders across the organization to manage expectations and project delivery.</li><li>Monitors performance and recommends schedule changes, cost or resource adjustments. Establishes and provide timely updates to the management team for each project for escalating issues, reporting and managing risks, issues and status reporting. Management of project change requests that impact scope, schedule,</li><li>Lead or coordinate project planning, including resource, staff, supply and subcontract management, progress reporting, troubleshooting and team management. Ensure that project resources are following established processes as well as participate in strengthening internal tools, artifacts and other governance aspects.</li><li>Directly or indirectly manage/mentor team members and colleagues in techniques such as leadership, methodology, tools, and people and communication skills. Able to teach many of the skills—both hard and soft—that are required for the successful planning, execution, delivery and support of projects and their products or Lead and support in the facilitation of improvement methodology to diverse audiences and tailor communication style and information.</li></ul><p><strong>Requirements:</strong></p><ul><li>Bachelor’s Degree in related field or equivalent related work experience required. Master’s Degree preferred.&nbsp;</li><li>Project Management Professional (PMP) Certification, Certified Scrum Master similar certifications desired</li><li>10+ years financial services desired (preferably life insurance and annuity), LOMA ALMI or FLMI a plus</li><li>10+ years experience managing cross-functional projects in a matrixed environment desired</li><li>Experience in coaching and mentoring</li><li>Skilled in multiple project management methodologies (e.g. agile/scrum, waterfall) desired</li><li>Must be a self-starter and be able to work independently as well as being a team player</li><li>Ability to understand, interpret and communicate complex subject matter.</li><li>Ability to work in a fast-paced environment; strong organizational skills a must</li><li>Results oriented, excellent verbal and written communication skills</li><li>Able to interact and communicate with C-Level executives and senior leadership</li><li>Must be proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Project, SharePoint) and tools like Jira/Confluence</li><li>Must be able to pass a background check</li></ul><p>#LI-CS<br>#LI-Hybrid</p><h6>National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.</h6><h6>The base compensation range represents the low and high end of the range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees.</h6><h6>Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.&nbsp; National Life offers a competitive total rewards package which includes: a 401(k) retirement plan match; medical, dental, and vision insurance; a company funded wellness account for director and below employees; 10 paid holidays; a generous paid time off plan (22 days of combined time-off for non-exempt employees and exempt employees have discretion in managing their time, including scheduling time off in the normal course of business, but in no event will exempt employees receive less sick time than required by state or local law); 6 weeks of paid parental leave; and 6 weeks of paid family leave after a year of full-time employment</h6><h6>National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.</h6><h6>Fortune 1000 status is based on the consolidated financial results of all National Life Group companies.&nbsp;</h6><h6>National Life Group</h6><h6>1 National Life Dr</h6><h6>Montpelier, VT 05604</h6><h6>Social Media Policy&nbsp;</h6><h6>Site Disclosure and Privacy Policy&nbsp;</h6>

Senior Project Manager

<p><strong>Payment Center Customer Service Rep</strong></p><p><em>Please note that we do not offer visa sponsorship for this position.</em></p><p><strong>Summary </strong></p><p>We will train you to work directly with customers across America to ensure they have a positive experience in understanding and optimizing their life and annuity policies with National Life Group.&nbsp; You will empower customers by providing information, help to solve important issues, and collaborates with the team to reach our full potential and achieve results. &nbsp;You will build skills that allow you to complete first-call resolution by having experience in call handling and payment processing.&nbsp; Ultimately, you will be an active and engaged member of a team dedicated to bringing peace of mind to all we serve.</p><p><strong>Responsibilities:</strong></p><p>Identifies, understands, and interprets customer needs, responding to a variety of questions (e.g. payment related statuses, requirements needed, policy value inquiries, product structure etc.) from a diverse group of agents, policyholders, and customers, in a high-volume inbound call environment, and implements resolutions in a way that provides quality customer service with urgency and caring curiosity.&nbsp;</p><p>Navigates multiple technology systems (e.g. mainframe, CRM, SalesForce, Five9, etc.) to research customer questions and concerns, notate the policy after each interaction, and submit work items (e.g. disbursement of money, requests, payments, etc.) to accurately service the variety of transactions that occur over the lifetime of a customer.&nbsp;</p><p>Processes payment-related transactions (e.g. inbound payments and disbursements on life and annuity policies) in accordance with expectations and is able to meet standards on quality, timeliness, and accuracy. &nbsp;</p><p>Utilizes significant product knowledge (e.g. legacy product knowledge, life insurance, annuity) to guide and educate agents on both simple and complicated requests (e.g. submitting applications, offering options, self-service, how to use technology or processes, etc.), asking questions to provide information relevant to the customer’s wants and needs.</p><p><strong>Factors that lead to success:</strong></p><p><strong>Customer Focus: </strong>You get excited, and feel rewarded in helping people</p><p><strong>Detailed-oriented with a focus on quality and timeliness: </strong>You are proud of providing quality work in a timely manner</p><p><strong>Resiliency: </strong>You quickly adapt to business needs (new information/processes, pivoting from one task to another) under pressure, bouncing back from setbacks easily</p><p><strong>Nimble Learner: </strong>You are naturally curious and eager to learn with the ability to navigate ambiguity to arrive at the answer, even when not all the information is readily available</p><p><strong>Self-Development: </strong>You take ownership of issues and instill confidence in the caller while collaborating across multiple departments</p><p><strong>Demonstrate Self-Awareness: </strong>You are empathetic and intuitively relate to others</p><p><strong>Communicates effectively/Interpersonal Savvy: </strong>You can clearly convey your message verbally and written and demonstrate strong listening skills with customers and internal teammates&nbsp;</p><p><strong>Tech-savvy: </strong>You are great at multi-tasking in a fast-paced environment and are computer savvy (web searches, MS Office and Mainframes)</p><p><strong>Collaborative: </strong>You easily build positive, professional relationships with our customers and internal stakeholders</p><p><strong>Thinks critically: &nbsp;</strong>You have a knack for seeing how things can be done more efficiently and effectively, and are open to continuous improvement and change</p><p></p><p><strong>Minimum Qualifications:</strong></p><ul><li>Associates degree or higher (preferred)</li><li>You have 2+ years of professional work experience interacting with customers</li><li>Basic ability to read and interpret information</li><li>Perform arithmetic, ratios, rates and percentages</li></ul><p><strong><br>What You’ll Find at National Life Group</strong></p><ul><li>Competitive pay (starting at $22/hr.) and outstanding health, wellness, and insurance benefits</li><li>Genuine opportunities for growth and career advancement</li><li>Full tuition sponsorship&nbsp;for completing your undergraduate and graduate degrees with University Arizona World Campus; additional $5K in annual tuition reimbursement</li><li>Paid time off and holidays</li><li>40 hours of community service hours annually</li><li>A culture committed to inclusion and diversity</li></ul><p><strong>Environmental:</strong></p><ul><li>Work schedule hours: Monday-Friday 8am-7pm ET (9a-6p CT) Monday-Friday</li><li>Structured schedule, with built in breaks</li><li>Time spent on the phone speaking with customers and processing customer and agent requests</li></ul><h6>The starting rate listed is just one component of our total compensation package for employees. Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.&nbsp; National Life offers a competitive total rewards package which includes: a 401(k) retirement plan match; medical, dental, and vision insurance; a company funded wellness account for director and below employees; 10 paid holidays; a generous paid time off plan (22 days of combined time-off for non-exempt employees and exempt employees have discretion in managing their time, including scheduling time off in the normal course of business, but in no event will exempt employees receive less sick time than required by state or local law); 6 weeks of paid parental leave; and 6 weeks of paid family leave after a year of full-time employment</h6><h6>National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.</h6><h6>Fortune 1000 status is based on the consolidated financial results of all National Life Group companies.&nbsp;</h6><h6>National Life Group</h6><h6>1 National Life Dr</h6><h6>Montpelier, VT 05604</h6><h6>Social Media Policy&nbsp;</h6><h6>Site Disclosure and Privacy Policy&nbsp;</h6>

Payment Center Customer Service Rep

<p><strong>Project Manager</strong></p><p>The Project Manager is responsible for leading and supporting teams to deliver project(s) that span across one or more departments. The Project Manager is responsible for the planning of project resources, scope, schedules, and financials while adhering to quality and control guidelines throughout the full systems development life cycle.</p><p><strong>Key Responsibilities:</strong></p><ul><li>Manage all aspects of strategic, continuous improvement, and business and IT transformation projects to ensure timely and effective project execution with multiple development methodologies such as waterfall, iterative and agile (scrum, kanban) to support project teams.</li><li>Create/establish/maintain project artifacts such as project charter, project change requests, project schedules, project budget, risks/issues, project status report, variance reporting, etc.</li><li>Business partner who possesses critical thinking skills to define practical solutions that align with strategic objectives. Understands the business needs of the project and its interaction with other projects/programs to make decisions that are in the best interest of the Ability to think creatively to drive innovation, perform situational analysis which leads to well thought out decisions.</li><li>Must establish strong working relationships with executive sponsors, business owners and stakeholders across the organization to manage expectations and project delivery.</li><li>Monitors performance and recommends schedule changes, cost, or resource adjustments. Establishes and provide timely updates to the management team for each project for escalating issues, reporting, and managing risks, issues and status reporting. Management of project change requests that impact scope, schedule,</li><li>Lead project planning, including resource, staff, supply and subcontract management, progress reporting, troubleshooting and team management. Ensure that project resources are following established processes as well as participate in strengthening internal tools, artifacts, and other governance aspects.</li><li>Work with multiple development methodologies such as waterfall, iterative and agile (scrum, kanban) to support project teams.</li><li>Establish strong working relationships with executive sponsors, business owners and stakeholders across the organization to manage expectations and project delivery.</li><li>Have the confidence and competency to turn around small and some medium-sized, troubled projects.</li><li>Contribute toward continuous improvement in project management principles, strengthening internal tools, artifacts, and other governance aspects to improve project delivery.</li><li>Support/assist teams to embrace NLG’s learning organization culture to mature teams into highly productive, self-sufficient project teams capable of delivering work that crosses various systems and business processes.</li><li>Directly or indirectly manage/mentor team members and colleagues in techniques such as leadership, methodology, tools, and people and communication skills. Able to teach PM skills—both hard and soft—that are required for the successful planning, execution, delivery and support of projects and their products or services.</li><li>Be able to turn around small and some medium-sized troubled projects.</li></ul><p><strong>Qualifications:</strong></p><ul><li>5+ years financial services desired (preferably life insurance and annuity)</li><li>5+ years’ experience managing cross-functional projects in a matrixed environment desired</li><li>Bachelor’s degree required</li><li>Project Management Professional (PMP) Certification, Certified Scrum Master similar certifications or working towards desired</li><li>LOMA ALMI expected; FLMI a plus</li><li>Skilled in multiple project management methodologies (e.g. agile/scrum, waterfall) desired</li><li>Must be a self-starter and be able to work independently as well as being a team player</li><li>Ability to understand, interpret and communicate complex subject matter.</li><li>Ability to work in a fast-paced environment; strong organizational skills a must</li><li>Results oriented, excellent verbal and written communication skills</li><li>Able to interact and communicate with C-Level executives and senior leadership</li><li>Must be proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Project, SharePoint) and tools like Jira/Confluence</li><li>Must be able to pass a background check</li></ul><p>#LI-CS<br>#LI-Hybrid</p><h6>The base compensation range represents the low and high end of the range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to qualifications, skills, competencies, location, and experience. The range listed is just one component of our total compensation package for employees.</h6><h6>Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.&nbsp; National Life offers a competitive total rewards package which includes: a 401(k) retirement plan match; medical, dental, and vision insurance; a company funded wellness account for director and below employees; 10 paid holidays; a generous paid time off plan (22 days of combined time-off for non-exempt employees and exempt employees have discretion in managing their time, including scheduling time off in the normal course of business, but in no event will exempt employees receive less sick time than required by state or local law); 6 weeks of paid parental leave; and 6 weeks of paid family leave after a year of full-time employment.</h6><h6>National Life is accepting applications for this role on an ongoing basis and the role remains open until filled. &nbsp;&nbsp;</h6><h6>National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.</h6><h6>National Life Group</h6><h6>1 National Life Dr</h6><h6>Montpelier, VT 05604</h6><h6>Social Media Policy&nbsp;</h6><h6>Site Disclosure and Privacy Policy&nbsp;</h6>

Project Manager

<p><strong>Customer Service Representative at National Life Group&nbsp;</strong></p><h5><em>Starting rate is $22/hr with additional pay for relevant skills and experience.&nbsp; &nbsp;After training this position allows for a hybrid work schedule with three days onsite (Monday, Tuesday and Wednesday) in our Vermont office.</em></h5><p><strong>The Opportunity to Make a Difference</strong></p><p>We will train you to work directly with our customers across America to ensure they have a positive experience in understanding their life and annuity policies with National Life Group.&nbsp; You will empower customers by providing information, help to solve important issues, and collaborate with the team to reach our full potential and achieve results. &nbsp;Ultimately, you will be an active and engaged member of a team dedicated to bringing peace of mind to all we serve.</p><p>The shift we are hiring for is 8-4:45 Monday-Friday. Alternative shifts are available as well, based on business need.</p><p><strong>&nbsp;Successful Candidates We’re Seeking</strong></p><ul><li>Associate’s degree or higher preferred&nbsp;</li><li>You have 2+ years of professional work experience interacting with customers</li><li>You are passionate about working for a company with a cause-driven culture</li><li>You are able to successfully pass a background check that may include fingerprinting</li></ul><p><strong>The Skills to Succeed</strong></p><ul><li>You are great with people</li><li>You enjoy delighting customers with exceptional service</li><li>You are an excellent communicator, with strong listening skills</li><li>You have solid computer and math skills</li><li>You are strong with solving problems&nbsp;and working in a collaborative environment</li><li>You are great at multi-tasking in a fast paced environment and are computer savvy (web searches, MS Office and Mainframes)</li><li>You have a knack for seeing how things can be done more efficiently and effectively, and are open to continuous improvement and change</li></ul><p><strong>What You’ll Find at National Life Group</strong></p><ul><li>Competitive pay (<em>Starting rate is $22/hr with additional pay for relevant skills and experience</em>) with quarterly bonus opportunities (based on performance)&nbsp;and outstanding health, wellness and insurance benefits</li><li>Genuine opportunities for growth and career advancement</li><li>Over $5K in annual tuition reimbursement, including&nbsp;full tuition sponsorship&nbsp;for completing your undergraduate and graduate degrees with University Arizona World Campus</li><li>Paid time off and holidays</li><li>40 hours of community service hours annually</li><li>A culture committed to inclusion and diversity</li></ul><h6>The starting rate listed is just one component of our total compensation package for employees. Other rewards may include an annual bonus, quarterly bonuses, commissions, and other long-term incentive compensation, depending on the position.&nbsp; National Life offers a competitive total rewards package which includes: a 401(k) retirement plan match; medical, dental, and vision insurance; a company funded wellness account for director and below employees; 10 paid holidays; a generous paid time off plan (22 days of combined time-off for non-exempt employees and exempt employees have discretion in managing their time, including scheduling time off in the normal course of business, but in no event will exempt employees receive less sick time than required by state or local law); 6 weeks of paid parental leave; and 6 weeks of paid family leave after a year of full-time employment</h6><h6>National Life Group® is a trade name of National Life Insurance Company, Montpelier, VT – founded in 1848, Life Insurance Company of the Southwest, Addison, TX – chartered in 1955, and their affiliates. Each company of National Life Group is solely responsible for its own financial condition and contractual obligations. Life Insurance Company of the Southwest is not an authorized insurer in New York and does not conduct insurance business in New York. Equity Services, Inc., Member FINRA/SIPC, is a Broker/Dealer and Registered Investment Adviser affiliate of National Life Insurance Company. All other entities are independent of the companies of National Life Group.</h6><h6>Fortune 1000 status is based on the consolidated financial results of all National Life Group companies.&nbsp;</h6><h6>National Life Group</h6><h6>1 National Life Dr</h6><h6>Montpelier, VT 05604</h6><h6>Social Media Policy&nbsp;</h6><h6>Site Disclosure and Privacy Policy&nbsp;</h6><h6>#LI-BL1</h6><p><strong>National Life is accepting applications for this role on an ongoing basis and the role remains open until filled. &nbsp;&nbsp;</strong></p>

5 Project Management / Professional Services Jobs in Montpelier, VT 05602, USA