Globe Life

• Data entry work and indexing using a computer and appropriate software. • Enter, update, research, verify and/or retrieve data within various systems. • Operate postage, FedEx and UPS machines. • Sort 1st class and presort mail and apply proper postage. • Fill and put away department orders. • Order labels for mailboxes and make necessary address changes. • Pick up and drop off daily mail from Post Office and AIMS. • Deliver bank deposits as necessary. • Make regular, scheduled inter-office mail pickups/deliveries and distribute mail accordingly. • Other miscellaneous duties as assigned.

• Inbound Cancellation Support: Handle incoming calls from policyholders requesting policy cancellations, working to understand their concerns and explore retention options. • Outbound Lapse Recovery: Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions. • Customer Consultation: Assess individual policyholder situations and recommend appropriate coverage adjustments. • Relationship Building: Demonstrate clear, empathetic, and professional communication by actively listening to policy holder concerns, asking clarification questions to fully understand their situation, and explaining policy options and solutions in simple, easy-to-understand language. • Documentation: Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems. • Product Knowledge: Stay current on life insurance products, policy features, and company procedures to provide accurate information. • Communication: Adapt communication style to meet individual customer needs, maintain a calm and supportive tone during difficult conversations, and ensure all the information provided is accurate and complete. • Follow up with customers as needed to confirm understanding and satisfaction with proposed solutions. • Performance Metrics and KPI Achievement: Meet or exceed established contact center key performance indicators (KPIs) including call volume targets, retention rate goals, first call resolution, adherence targets, call quality targets, and attendance expectations. • Efficiently manage daily call quotas for both inbound cancellation calls and outbound lapse recovery contacts while maintaining quality standards.

• Answer questions regarding coverage, premium, and other policy information. • Compose business letters, communicating effectively through written and verbal communication. • Work independently and making judgment decisions is required. • Make outbound calls to existing policyholders to collect delinquent premium payments. • Resell the benefits of our policies and provide excellent customer service. • Record policyholder information for reporting and transactional purposes. • Extensive telephone contact and appropriate telephone skills are required. • Maintain discretion and tact when providing service to customers. • Additional production incentive pays after the training period. • Bilingual (Spanish) hourly pay differential.

• Support assigned key accounts by responding to production, recruiting, and service requests, and coordinate solutions with internal partners to remove barriers to sales. • Manage a portfolio of key accounts while providing direct production coaching and servicing support to first-year producers and key account managers. • Maintain, update, and communicate key performance metrics by managing tracking tools and preparing reports for leadership. • Calculate, audit, and inspect quarterly bonus and incentive amounts to ensure accuracy, accountability, and timely payout support. • Partner with recruiting teams to transition newly appointed agents into early production by clarifying expectations, connecting agents to training resources, and monitoring activation progress. • Facilitate agent onboarding by guiding agents through portal registration and related systems, and troubleshooting access, credential, and navigation issues. • Train and coach agents, recruiters, and field leaders on sales and production fundamentals through one-on-one support, group sessions, webinars, and follow-up coaching. • Plan, create, market, and deliver recurring training webinars and live seminars, including coaching team members on effective presentation skills, content flow, and audience engagement. • Create marketing materials, promotional campaigns, sales support content, and promotional videos to support product launches, recruiting initiatives, and major field events. • Speak and present at major company events (e.g., convention, recognition events, and other large meetings) to support training, motivation, and strategic initiatives. • Work with lead vendors to define quality expectations, improve lead performance, negotiate terms, and identify alternative lead sources. • Build, manage, and optimize automated drip campaigns and workflows for recruiting prospects and agents using approved CRM/marketing tools, including administration, troubleshooting, and process improvements. • Write and deploy professional HTML email templates and communications to improve message quality, branding consistency, and campaign performance. • Drive attendance and engagement for training webinars and seminars through coordinated marketing outreach, invitations, reminders, and follow-up campaigns. • Serve as a liaison between the field and home office partners to escalate and resolve agent-impacting issues while building strong cross-functional relationships. • Support product launches and field rollouts by developing communication pieces, training content, and implementation support for agents and leaders. • Document common issues, solutions, and process improvements, and share updates with stakeholders to reduce repeat problems and improve the agent experience. • Demonstrate the business impact and ROI of recruiting efforts by tracking outcomes and communicating how recruiting activity contributes to production and team performance. • Perform administrative and coordination duties required to operate the function effectively.

• Handle incoming calls from policyholders returning a call from our outbound efforts (voicemail, text message, and/or email) and working to understand their needs to explore retention options. • Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions. • Assess individual policyholder situations and recommend appropriate coverage adjustments. • Demonstrate clear, empathetic, and professional communication by actively listening to policy holder concerns, asking clarification questions to fully understand their situation, and explaining policy options and solutions in simple, easy-to-understand language. • Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems. • Stay current on life insurance products, policy features, and company procedures to provide accurate information. • Adapt communication style to meet individual customer needs, maintain a calm and supportive tone during difficult conversations, and ensure all the information provided is accurate and complete. • Follow up with customers as needed to confirm understanding and satisfaction with proposed solutions. • Meet or exceed established contact center key performance indicators (KPIs) including call volume targets, retention rate goals, first call resolution, adherence targets, call quality targets, and attendance expectations. • Efficiently manage daily call quotas for both inbound calls and outbound lapse recovery contacts while maintaining quality standards.

• Collaborate with business sponsors on product decisions, prioritization, and backlog refinement to maintain a consistently up-to-date, prioritized backlog of clearly defined features and stories. • Maintain product roadmaps based on delivery team capacity, sprint plans, and KPIs, and socialize progress with business sponsors. • Coordinate with Agile development teams on sprint definition, backlog prioritization, and release of MVPs. • Support scrum masters and development leads in identifying dependencies, constrained resources, and navigating development roadblocks. • Engage cross-functional stakeholders, technical architects, and engineering teams to develop the best solution options. • Enable iterative implementations to solicit stakeholder feedback early and often. • Ensure governance, standards, and best practices are adhered to across all team members. • Drive continuous improvement for delivery processes and prioritized initiatives. • Understand data, privacy, architecture, and information security standards to effectively bridge the gap between business and IT teams. • Summarize quarterly and annual value delivery to support business sponsors in crafting a compelling investment story for products.

• Inbound Cancellation Support: Handle incoming calls from policyholders requesting policy cancellations, working to understand their concerns and explore retention options. • Outbound Lapse Recovery: Proactively contact customers with lapsed life insurance policies to discuss opportunities and payment solutions. • Customer Consultation: Assess individual policyholder situations and recommend appropriate coverage adjustments. • Relationship Building: Demonstrate clear, empathetic, and professional communication by actively listening to policy holder concerns, asking clarification questions to fully understand their situation, and explaining policy options and solutions in simple, easy-to-understand language. • Documentation: Maintain accurate records of all customer interactions, retention efforts, and outcomes in company systems. • Product Knowledge: Stay current on life insurance products, policy features, and company procedures to provide accurate information. • Communication: Adapt communication style to meet individual customer needs, maintain a calm and supportive tone during difficult conversations, and ensure all the information provided is accurate and complete. • Follow up with customers as needed to confirm understanding and satisfaction with proposed solutions. • Performance Metrics and KPI Achievement: Meet or exceed established contact center key performance indicators (KPIs) including call volume targets, retention rate goals, first call resolution, adherence targets, call quality targets, and attendance expectations. Efficiently manage daily call quotas for both inbound cancellation calls and outbound lapse recovery contacts while maintaining quality standards.

• Supervise team of AIL Life claims associates and oversee daily operations to ensure achievement of performance/productivity standards. • Understand, interpret, and effectively communicate contractual language in Life and Accident policies. • Provide expertise and leadership support to team in resolving complex claim issues. • Evaluate daily workflow in Onbase platform and load balance claims as needed to ensure even distribution of work. • Review high cost claims and claims over the authority level of individual examiners for accuracy and compliance adherence. • Ensure each associate is equipped with the tools, knowledge and resources to be successful in their role while also recognizing training gaps and opportunities for retraining. • Provide constant feedback to associates and counsel on matters of performance, attendance, and/or conduct. • Ensure Mainframe & Onbase systems are functioning properly and partner with IT to address system issues. • Utilize effective written and oral communication to respond professionally and with a sense of urgency to escalated claim issues received via mail, fax, or email. • Proactively communicate with management regarding problems such as staffing, high/low work volume, emergency situations, etc. • Identify process improvement opportunities and use logic and reasoning to compare strengths/weaknesses of alternative resolutions. • Conceptualize innovative technical solutions that translate into efficiencies within the unit. • Develop and maintain strong relationships with cross functional partners in Policy Services, Customer Service, Agency Offices, and Legal to accomplish organizational goals. • Cultivate a positive, high-performing team by modeling cultural expectations of accountability, continuous improvement, collaboration, and creativity. • Motivate and provide development direction to team members while fostering an environment of continuous growth. • Support culture and employee engagement activities and promote employee development. • Delegate additional responsibilities and stretch assignments to high potential examiners to position them for successful advancement within the organization. • Perform off-cycle quality review claim audits to ensure proper coding, documentation, and compliance with regulatory standards. • Maintain and monitor diary of questionable, sensitive, or possible fraudulent claims. • Collaborate with manager and Human Resources to develop action plans for underperforming associates and ensure adherence to progressive disciplinary guidelines. • Write value-based performance appraisals and conduct effective colleague performance discussions. • Support organizational training initiatives and ensure staff is updated on mandatory role-appropriate training. • Complete monthly/adhoc reports with data interpretation to identify trends and issues to facilitate management in strategic decision making. • Develop contingency plans to meet objectives during challenging circumstances (i.e. staffing shortages, high work volumes, system implementation, etc.). • Effectively present complex information to key stakeholders to influence acceptance of innovative suggestions. • Lead and partner on claims and other business projects as needed, concurrently with daily responsibilities. • Partner with manager to retain staff and build bench strength within the organization to achieve overall turnover goals. • Interview, hire, and mentor new claims associates. • Performs other duties as assigned. Some travel may be required.

• Sell insurance products to new and existing customers. • Handle inbound calls and make follow-up calls. • Responsible for closing business and generating revenue for the company. • Close new accounts by interacting with customers primarily via telephone or email.

• Make outbound calls to newly issued business to welcome them to the Globe Life Family, ensure their policy(s) are accurate, and assist with any additional information pertaining to their new policy. • Maneuver within our CRM while speaking with recently approved customers to collect the first premium to activate their Life Insurance policy. • Make outbound calls to internet-generated leads to warm up potential customers for our Sales Team. • Be able to explain policy benefits. • Complete necessary paperwork when needed. • Assist with correspondence and error corrections for policy service. • Execute special projects that encompass making numerous outbound calls for special projects/campaigns for our sister companies including AIL & LNL and recording activities requested by/from customers.