Team Lead – Final Expense Featured

Summary:

The Final Expense Operations Team Lead will oversee daily operations of the Final Expense Team, ensuring smooth workflow, compliance, and achievement of performance targets. This role requires strong leadership skills, deep understanding of Final Expense underwriting and closing processes, and the ability to motivate and manage teams in a fast-paced environment. The ideal candidate will possess hands-on Final Expense experience from underwriting to closing and be capable of leading teams of closers to consistently meet quality and production goals.

Key Responsibilities:

Team Management:

• Lead, supervise, and support the Final Expense operations and closing teams to ensure productivity, quality, and compliance standards are consistently met.
• Provide regular coaching, mentoring, and feedback to agents, closers, and support staff.
• Manage team scheduling, attendance, performance reviews, and KPIs for closers.

Operational Oversight:

• Oversee the complete Final Expense workflow including lead handling, pre‑qualification, underwriting review, and closing procedures.
• Ensure all cases are processed according to carrier guidelines and internal SOPs.
• Review escalated applications, complex underwriting cases, and challenging client scenarios.
• Identify process gaps and implement operational improvements to enhance efficiency and accuracy.

Underwriting & Closing Expertise:

• Utilize hands-on Final Expense underwriting knowledge to review applications, verify eligibility, and align with carrier rules.
• Provide real-time guidance to closers regarding medications, health conditions, product suitability, and policy structuring.
• Support agents during live calls when assistance is needed for underwriting decisions or closing strategy.
• Conduct refresher trainings on objection handling, script delivery, tone, and compliance-approved closing techniques.

Performance Monitoring:

• Track operational KPIs including WLPH, accuracy rate, underwriter approval ratio, turnaround time, and closing percentage.
• Generate weekly and monthly performance reports for management.
• Analyze trends and recommend corrective actions when performance dips.

Collaboration:

• Work closely with Sales, Quality Assurance, Underwriting, and Compliance teams to resolve issues and maintain high-quality service delivery.
• Serve as the point of escalation for complex cases, underwriting disputes, or CRM/system-related challenges.

Compliance & Quality:

• Ensure all operations adhere to company policies, carrier guidelines, and applicable regulatory requirements.
• Conduct periodic audits on applications, call recordings, and documentation for accuracy and compliance.
• Maintain high standards of customer satisfaction through quality-driven operations.

Requirements:

• Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred).
• Minimum 6 months to 1 year in Operations (required).
• Hands-on Final Expense underwriting and closing experience (highly preferred).
• Prior experience managing teams of closers or agents in a Final Expense or Life Insurance environment is highly desirable.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Proficiency in MS Office, CRM systems, and insurance workflow tools.
• Ability to work under pressure, manage multiple priorities, and meet deadlines effectively.

Benefits:

• Gym Facility
• Medical Insurance
• Paid Leave
• Provident Fund + EOBI
• Training Programs
• Market Competitive Salary + Lucrative Bonus
• Transport for Females
• Career Path