GlobeLife

• 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.

• 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 policyholder 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 that all provided information 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.

• Design and document business processes and make appropriate recommendations that will positively impact operational effectiveness. • Work with the project team members on all phases of initiatives. • Critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, and distinguish user requests from the underlying true needs. • Collaborate with all functional business units to achieve strategic, tactical and project goals. • Collaborate with developers and subject matter experts to establish the technical vision and analyze trade-offs between usability and performance needs. • Monitor milestone completion and track all phases of the project product/service life cycle, providing timely reporting of issues that impact project progress, coordinating actions, and resolving conflicts. • Conduct project meetings, meet with project team(s) regularly to review project deliverable and deadlines, and meet with appropriate personnel for periodic reviews of prototypes and final products. • Consult with business units in developing user acceptance test plans and procedures for end user testing, ensuring that all tests are conducted and documented according to the standards agreed upon by the business unit and I.T. • Facilitate meetings for all levels of the organization. • Provide status updates and reporting on assigned projects. • Support business transition and help establish change. • Track and analyze business unit trends and make appropriate recommendations that will positively impact the department to create new or maximize existing initiatives based on data analysis.

• 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.

• 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.

• Develop relationships with local, regional, and national brokers to generate new business revenue, as well as protect and grow existing business. • Travel 50%+ of the time. • Proactively foster positive relationships with clients in order to achieve a mutual understanding of and develop creative solutions to meet customer needs. • Build Globe Life Group Benefits brand awareness and provide product expertise and service support for the broker community. • Manage the entire sales process through cold calling, appointment setting, RFP responses, product training, and attending industry events. • Meet annual new business development targets and deliver upon renewal targets. • Develop a marketing plan for the territory, in conjunction with senior management, outlining expectations for the territories sales plan and for relationship building with broker and key distribution partners. • Work with management to develop sales channels specific to the supplemental health market. • Participate in conferences, webinars and events that promote Globe Life Benefits key products in its target markets. • Comply with all company, regulatory and legal requirements.

• Coordinate with clients and other I.T. personnel in analyzing system requests, developing specifications for new system development projects or for maintenance to existing mainframe-based applications. • Adhere to System Development Life Cycle standards, including preparation of project-related documents as requested by the Project Manager. • Make design changes to programs, either alone or in concert with other programmers. • Prepare unit and integration test plans for program changes, and in cooperation with clients and other I.T. personnel, perform the testing. • Conduct thorough problem analysis regarding technical system and application programs; documents findings and proposes problem resolution alternatives. • Some on-call responsibilities to support production as needed. • Communicate effectively with technical and non-technical audiences. • Communicate project progress and issues as needed. • Prepare user and operational documentation for programming work performed. • Serve as a Project Lead for smaller or less complex projects. • Serve as a mentor for less experienced engineers as needed. • Serve as a ‘go-to’ resource for complex questions. • Be a participatory team member, share knowledge, assist with projects as needed and suggest improvements for the system development process. • Minimal travel required on an as needed basis.

• Coordinate with clients and other I.T. personnel in analyzing system requests, developing specifications for new system development projects or for maintenance to existing mainframe-based applications. • Adhere to System Development Life Cycle standards, including preparation of project-related documents as requested by the Project Manager. • Make design changes to programs, either alone or in concert with other programmers. • Prepare unit and integration test plans for program changes, and in cooperation with clients and other I.T. personnel, perform the testing. • Conduct thorough problem analysis regarding technical system and application programs; documents findings and proposes problem resolution alternatives. • Some on-call responsibilities to support production as needed. • Communicate effectively with technical and non-technical audiences. • Communicate project progress and issues as needed. • Prepare user and operational documentation for programming work performed. • Serve as a Project Lead for smaller or less complex projects. • Serve as a mentor for less experienced engineers as needed. • Serve as a ‘go-to’ resource for complex questions. • Be a participatory team member, share knowledge, assist with projects as needed and suggest improvements for the system development process. • Minimal travel required on an as needed basis.

• Understand, utilize, and manage online platform logistics and communications with the Sales Academy Coordinator. • Conduct Sales Academy virtual training sessions to deliver the standard of excellence as defined by the business. • Provide communication and support to new agents before, during, and after Sales Academy training. • Manage, execute, and communicate peripheral and complimentary training programs and platforms. • Implement sales training programs, measure effectiveness, and evaluate against objectives with improvement suggestions. • Effectively and positively interact with team members and motivate them to succeed. • Communicate effectively with appropriate parties on product/training/technology launches and campaigns. • Ensure sales professionals are educated to perform at high levels and increase customer satisfaction. • Attend sales meetings or company events as required. • Train and educate sales professionals on Family Heritage Division success systems, sales processes, products, and underwriting guidelines and approved best practices. • Ensure adherence to FHD procedures and rules regarding policy sales and renewals in accordance with quality requirements, compliance standards, regulatory guidelines, and contractual obligations. • Review training and development content for alignment with corporate strategy and current field activities. • Engage in occasional field deployment to support at the local agency level. • Collaborate on resource updates and enhancements as needed.

• Create and maintain standard reports, basic dashboards, and ad-hoc analyses as requested. • Assist with data extraction, cleaning, validation, and organizing existing reporting. • Support larger analytics projects under guidance and contribute visual components or slides for reporting. • Use cloud-based data platforms and datasets according to governance standards, following documented processes and naming conventions. • Document queries, logic, outputs, business requirements, and expected outcomes. • Listen to stakeholder questions, gather and analyze business needs, and translate them into technical or functional specifications. • Understand business processes, terminology, and key metrics needed in projects and analytics. • Act as a liaison between business units and technical partners, relaying business needs to senior analysts and IT teams to ensure project goals are understood and met. • Summarize findings in short written or verbal narratives. • Descriptive analytics. • Basic diagnostic exploration. • Identify simple trends/anomalies. • Research data and trend changes and identify the why behind them. • Contribute to multiple projects simultaneously under guidance. • Support assigned tasks within larger team initiatives. • Build competency in workload organization and progress monitoring. • Support requirements gathering. • Work with senior analysts to clarify metric definitions and business rules. • Perform validation checks to ensure reporting and visuals are accurate. • Escalate data quality issues to appropriate resources. • Communicate project updates and questions to senior team members. • Communicate findings to analytics teammates. • Build expertise in storytelling with data for non-technical stakeholders.