Role Summary

The Manager, Payment Center provides inspirational leadership to teammates and works collaboratively with other leaders across After Issue Services and the Customer Innovation Group to achieve seamless service excellence. This leader is committed to sustaining a strong, focused team engaged in serving internal and external customers, with a focus on developing the team's talent and ensuring an efficient strategy for completing multiple goals, including ensuring daily work is processed timely, accurately, and in accordance with acceptable standards and regulations.

The Manager also oversees teams responsible for posting payments and performing accurate and timely accounting on customer policies, ensuring customer requests are processed in good order and that both customer and company financial resources are properly handled. Because this department provides front-line customer service, this leader must be conversant in best practices to prevent fraud, audit standards, and other financial and regulatory aspects of transacting customer payments. This role partners closely with Treasury, Product, Hedging, Commissions, and other teams beyond CIG to drive positive upstream and downstream impacts.

The ideal candidate uses data to solve problems and effectively execute process improvements in a fast-paced environment. This role requires public speaking when presenting to agencies and demonstrated skill in decision-making and communication during tense escalation resolutions.

This position currently offers an onsite work schedule, with the expectation that you will be in the office four (4) days per week during onsite core days. Our current onsite core days are Monday, Tuesday, Wednesday, and Thursday. The work schedule type and core days are subject to change with advance notification and manager discretion.
Essential Duties and Responsibilities

• Responsible for staffing, training, employee development, goal setting, and performance management of the department; foster a culture of excellence and high performance by providing advanced coaching and development opportunities to team members.

• Develop and maintain productivity and quality metrics to inspire superior team performance and service standards, identify and implement continuous improvement initiatives, and provide regular feedback and coaching to team members.

• Collaborate with a wide variety of internal and external customers to effectively deliver exemplary service, drive operational excellence, and address the root cause of service issues.

• Ensure that payment transactions and customer requests are processed in good order, and that both customer and company financial resources are properly handled in accordance with audit, fraud prevention, and regulatory standards.

• Ensure the business area follows established processes and controls; monitor and maintain compliance-based requirements.

• Maintain a deep and comprehensive knowledge of our products, services, systems, business processes, and key partners (internal and external) to ensure top-tier operational efficiency.

• Address high-priority customer and agent inquiries with urgency and efficiency, ensuring their needs are met and exceeded.

• All other duties as assigned.

Minimum Qualifications

• Bachelor's degree and 8 or more years of related work experience, OR an advanced degree and 5 or more years of related experience, OR 12 or more years of total equivalent work experience

• Leadership skills in setting and communicating vision, purpose, and goals, and leading a high-performing team

• Demonstrated strength in building effective teams and developing direct reports

• Unwavering customer focus with a keen appreciation for the needs and interests of our distribution partners and buying customers

• Excellent problem-solving skills and critical thinking; ability to anticipate challenges, break down barriers, and identify and execute solutions that achieve organizational goals

• Demonstrated ability to empower, influence, and make connections between diverse sets of individuals

• Top-notch communication and interpersonal skills, with the ability to articulate complex concepts and influence stakeholders at all levels of the organization

• Exercises tact, discretion, and good judgment while working under pressure to get things done quickly and effectively through others

• Organized with excellent time-management skills, including consistent follow-up and follow-through

• Demonstrated effectiveness in a collaborative work environment

• Ability to successfully pass a background check

Preferred Qualifications

• Bachelor's degree in a related field

• Experience in the life and annuity industry

• Banking or accounting experience

• Prior experience leading a payment processing, cash application, or financial operations team

AI Proficiency Expectations:

At National Life Group, we view AI as an enabler of human potential. We use AI to help us work smarter, serve more clients, and keep our promises, while remaining a relationship-driven business where our people are our greatest strength.

All applicants are expected to:

• Leverage approved AI tools, where appropriate, to improve the efficiency, quality, and impact of their work.

• Stay curious and open to new AI-enabled ways of working.

• Exercise sound judgment by reviewing and validating AI-generated content.

• Maintain accountability for the accuracy, quality, fairness, and integrity of work products by adhering to National Life's AI guiding principles.

• Use AI responsibly and in accordance with company policies related to confidentiality, data privacy, security, compliance, retention, and intellectual property.

Core Competencies

Cultivates Innovation - Fosters innovation by taking calculated risks; Work cooperatively with others to produce innovative solutions.

Ensures Accountability - Holds self and others accountable to meet commitments and performance goals.

Directs Work - Provides direction, delegates, and removes obstacles to get work done.

Demonstrates Emotional Intelligence - Exhibits the ability to recognize, understand, and manage emotions and how emotions can influence others; Uses a combination of feedback and reflection to gain productive insight into personal strengths and opportunities.

Exhibits Critical and Creative Thinking - Engaging thinking skills that focus on logic and reasoning to make decisions (critical) and innovative solutions to solve problems (creative).

Leads Change - Facilitates change and transition at the individual and team level; Develops strategic goals for aligning with change.

Develops Talent - Builds team(s) equipped for the future by applying coaching techniques for developing team members to meet their professional/personal goals and the organizational goals; Listens and responds with empathy; Asks thought provoking questions.

Inspires Others - Motivates and influences others by creating an environment where teams can do their best work; Partners across the organization to achieve results.
Benefits

• Your benefits start day one and are flexible and customizable to your and your family's specific needs. Check out the BENEFITS of a Career at National Life!

Base Pay Range. The base pay range for this position is the range National Life reasonably and in good faith expects to pay for the position taking into account the wide variety of factors, including: prior experience and job-related knowledge; education, training and certificates; current business needs; and market factors. The final salary or hourly wages offered may be outside of this range based on other reasons and individual circumstances.

Additional Compensation and Benefits. The total compensation package for this position may also include a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. The successful candidate may also be eligible to participate in National Life's discretionary annual incentive programs, subject to the rules governing such programs. If hired, the employee will be in an "at-will position" and National Life reserves the right to modify base salary (as well as any other discretionary payment or compensation or benefit program) at any time, including for reasons related to individual performance, company or individual department/team performance, and market factors.

National Life is accepting applications for this role on an ongoing basis and the role remains open until filled.

Salary Pay Range

$75,000-$110,000 USD