Group1001wd
Manager, Customer Resolution & Escalation
Zionsville, Indiana
Sponsorship not specifiedDetected 31 days ago
Outbound SalesProcess ImprovementLeadershipCommunicationCollaborationPublic SpeakingLean Manufacturing
> stay_score
odds of building a lasting career here
16Unrated
Cap-exempt (no lottery)0
Sponsors this role0
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70
No strong sponsorship signal in the public record yet. In the full product we resolve the exact legal entity and show its filing history with a confidence score — treat as unverified until then.
Lottery odds assume a STEM candidate.
Personalize to your clock →> community_outcomes
No reports yet — be the first to help the next applicant.
About the role
- Group1001's culture emphasizes the importance of collaboration, communication, core business focus, risk management, and striving for outcomes.
- This goal extends to how we hire and onboard our most valuable assets - our employees.
- We invest in the people, processes, and infrastructure to get there.
Responsibilities
- Diversity is an essential ingredient in making Group 1001 a welcoming place to work and is fundamental in building a high-performance team.
- Design and hire a team of resolution coordinators who manage alternate channel services including email, chat, and outbound telephonic support.
- Build tracking mechanisms that transform escalation and resolutions into themes, trends, and root causes.
- Manage outbound service recovery campaigns to re-engage customers following negative experiences in collaboration with the CARE Team.
- Drive SLA performance by minimizing repeat contacts and drive measurable improvement in first contact resolutions, responsiveness, and overall customer experience.
- Partner with frontline contact center leaders, operational teams, and technology to resolve issues with urgency, empathy, and precision.
- Resilient in the face of ambiguity and receptive to feedback and new approaches to grow and develop
Requirements
- 5 years' leadership experience in a contact center in financial services required; insurance/annuities is preferred.
- Prior experience with data tracking, operational metrics, and building dashboards
Benefits
- Employees who meet benefit eligibility guidelines and work 30 hours or more weekly, have the ability to enroll in Group 1001's benefits package.
- Employees (and their families) are eligible to participate in the Company's comprehensive health, dental, and vision insurance plan options.
- Employees are also eligible for Basic and Supplemental Life Insurance, Short and Long-Term Disability.
- All employees (regardless of hours worked) have immediate access to the Company's Employee Assistance Program and wellness programs-no enrollment is required.
- Group 1001, and its affiliated companies, is strongly committed to providing a supportive work environment where employee differences are valued.
- Build and maintain strong relationships with Learning and Development, Operational Excellence and senior leaders to present findings and recommendations with confidence and credibility.
- Bachelor's degree preferred or experience in lieu of education
Company info
- Why This Role Matters: At Group 1001 we're on mission to be the most trusted annuity servicing firm in the advisor community.
- Group 1001 is a consumer-centric, technology-driven family of insurance companies on a mission to deliver outstanding value and operational performance by combining financial strength and stability with deep insurance expertise and a can-do culture.
Apply directly at Group1001wd →Create a free account for alerts like thisView Group1001wd immigration profile
This listing is sourced directly from Group1001wd's careers page and normalized into a canonical job model.