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AVP Customer Contact

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Date: Jan 10, 2019

Location: Sioux Falls, SD, US, 57108

Company: Sammons Financial Group

Sammons® Financial Group’s (SFG) member companies offer some of today’s most sought after life insurance, annuity, and retirement planning products. Unlike most financial organizations, our companies are not publicly traded, which means we’re focused on long-term value rather than short-term earnings pressures. As a privately held company, our leaders and employees remain consistently focused on long-term growth, making decisions that allow us to deliver on our commitments to customers, distribution partners, our employees, and our communities. Individually, our companies provide value in the products and services they offer. Together we represent a history of strength and longevity. 

 

Here is what you can expect when you join SFG:

 

  • A Casual dress code which includes jeans. 
  • A rich company culture driven by private ownership and intentional leadership that inspires employees to engage in our healthy, high-performing and values based culture.
  • Healthy balance between work and personal lives.  Friday afternoons off all year long, competitive PTO and generous number of paid holidays. 
  • Great benefits including medical, dental, vision, wellness plan, charitable giving programs, education assistance… to name a few!
  • ESOP- A generous 100% company funded retirement plan. 

 

Here's what you can expect as the AVP, Customer Contact.

 

This position is located in either Sioux Falls, SD or Des Moines, IA and will report directly to the VP of Administration. This position provides an excellent opportunity to directly impact SFG’s Policyholders, Distribution Partners and Employee’s Experience.

This person will provide leadership in a multi-company, multi-site, remote environment for all areas of Life and Annuity Customer Contact. Ensure a strong customer centric culture is developed which provides timely and accurate service to the end customer using cost effective methods. Lead by example creating a positive, engaging work environment. Develop and execute on key strategic and operational goals that support the Company’s service, profit, growth, and productivity objectives.

 

Qualifications

  • 10-15 years of experience in call center/ customer centric strategy and 5-8 years of leadership/management experience with high impact, multiple priorities
  • Bachelor’s degree in related field and/or equivalent experience
  • Proven experience successfully driving transformation within a customer contact team
  • Customer centric mindset, experience working in a best in class environment
  • Advanced experience with successfully planning, organizing, managing, and implementing customer experience related programs
  • Experience with call centers in the areas of vision, strategy, leadership, team work, communication and motivation
  • Thorough knowledge in people management, strategic thinking, and conflict management skills
  • Must embrace and effectively shadow the corporate shared values
  • Knowledge of Life and Annuity Administration functions and how these functions inter-relate with our Agent Field Force, Policy Owners and other key areas of the Company
  • Strong ability to establish key relationships and drive for results and organizational accountability
  • Strong communication skills including experience effectively communication with executive leadership
  • Maintain in-depth knowledge of the industry and the department’s operations policies, guidelines, systems, products and services
  • Ability to work effectively in a multi-company/multi-site
  • Must demonstrate the ability to act independently within the context of corporate goals
  • Strong project management skills
  • Pursuit of professional and industry designations such as FLMI, CLU and LIMRA professional designations

 

Due to the financial nature and level of accountability of this position, a credit and criminal background check is required


Nearest Major Market: Sioux Falls

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