• Lead and coach a high-performing team to achieve SLA, AHT, QA, productivity, NPS, and other key operational goals. • Oversee day-to-day contact center operations and ensure consistent, high-quality customer interactions. • Conduct call evaluations, provide coaching, and support a culture of continuous improvement. • Use data, customer feedback, and analytics to identify trends, diagnose issues, and recommend process improvements. • Leverage our contact center’s AI tool to surface insights, streamline workflows, and contribute to future enhancement adoption. • Play an integral role in the adoption of future AI enhancements - supporting user enablement, training, pilot feedback, and rollout activities. • Collaborate with cross-functional teams—including Training, Quality, Technology, and Operations—to refine procedures and support new initiatives. • Take initiative independently - identifying gaps, proposing solutions, and driving projects forward with minimal direction. • Manage escalated customer issues and ensure timely resolution. • Perform key leadership tasks including hiring, onboarding, timecard approval, performance reviews, and regular coaching. • Serve as the primary resource for process and procedural guidance for the Customer Experience team. • Communicate policy updates, procedural changes, and system enhancements clearly and consistently. • Maintain accurate documentation, follow established controls, and escalate risks in a timely manner.

Role Description AO Globe Life is seeking motivated professionals to join our fully remote team supporting union members and credit union clients. These members have already requested information about available coverage options, so all consultations are scheduled in advance—there is no cold calling or unsolicited outreach required. This opportunity is well suited for professionals with experience in client service, consulting, or sales who want purpose-driven work, flexible scheduling, and the ability to build a meaningful long-term career in a remote environment. - Conduct scheduled virtual consultations with union and credit union members via Zoom - Assess each client’s needs and provide personalized coverage recommendations - Explain available options clearly and guide clients through the enrollment process - Maintain accurate documentation and follow established compliance procedures - Participate in ongoing training sessions and team development programs Qualifications - Experience in financial services, consulting, client service, or sales is strongly preferred - Strong communication and relationship-building abilities - Self-motivated and organized professionals comfortable working independently - Coachable, adaptable, and confident working in a remote, digital environment - Authorized to work in the United States - Reliable high-speed internet and a Windows-based laptop or PC with a webcam Benefits - Fully remote position with flexible scheduling - Pre-qualified client appointments provided—no cold calling or prospecting required - Commission-based earnings with weekly payouts - Vested renewals that provide long-term income potential - Equity opportunities and monthly and quarterly performance bonuses - Comprehensive training and licensing support - Leadership development and promotion opportunities for high performers - Supportive team culture focused on service, integrity, and growth Company Description AO Globe Life partners with labor unions, credit unions, and veteran associations to provide personalized supplemental coverage to their members across the United States. With more than 70 years of experience, the organization is known for its commitment to service, ethical practices, and long-term professional growth for its team members.

• Effectively manage company communication channels, including live chat, emails, and phone calls. • Identify and assess customers’ needs to ensure a high level of satisfaction. • Receive and handle inquiries from new leads and existing clients via phone, chat, email, and client portal. • Provide timely and accurate support to clients within the specified time frame. • Maintain and update CRM records with all customer interactions and actions taken. • Coordinate with internal departments by creating and assigning tasks for inquiries that require further investigation. • Follow up with clients and schedule callbacks to ensure resolution and customer satisfaction. • Work independently as well as collaboratively in a team environment. • Adhere to standard operating procedures and company policies at all times.

• Contactarea clienților prin telefon sau email, referitor la feedback-ul lor despre serviciile companiei • Rezolvarea reclamațiilor și provocărilor din partea clienților • Îmbunătățirea relațiilor cu clienții și loialitatea acestora prin interacțiuni pe canalele de social media (Facebook, Instagram) • Prezentarea serviciilor companiei într-o manieră clară, profesională și transparentă • Susținerea clienților înainte, în timpul și după semnarea contractului