Financial Services Supervisor

At Banner Life Insurance Company, we lead with heart and ambition. Every day, we transform purpose into progress, guided by our unwavering commitment to be better for our customers, clients, and communities, not just today but long‑term as well. Our people are the driving force behind everything we achieve. Their passion, purpose, and pursuit of innovation empower us to deliver cutting‑edge solutions that support those we serve, ensuring we are here for you, here for good and striving for better. This role is a part of our Retirement division Banner Life is a leader in Pension Risk Transfer (PRT) with over a decade of experience in the industry. The retirement business has grown steadily since its inception in 2015, and we have written over $14 billion in total PRT premium as of year‑end 2025. Known for customer service excellence, Banner Life retirement secures the retirement of over 200,000 annuitants annually. The Retirement Services Supervisor will oversee a team of call center associates responsible for servicing annuitants within Banner Life’s Pension Risk Transfer (PRT) business. This role will be responsible for quality assurance by monitoring and evaluating associate performance to confirm adherence to established company standards while also analyzing and resolving complex issues that arise within the call center environment. Additionally, the incumbent will be responsible for staff training and development, workload management, and, in conjunction with the leadership team, drive continuous improvement initiatives to ensure performance metrics are consistently achieved and foster a positive work environment. Responsibilities Oversee day‑to‑day operations of the Associate Team to ensure the department meets or exceeds productivity and quality standards. Foster a positive and productive work environment by consistently modeling professional and collaborative behaviors and holding the team accountable to those standards. Adopt and implement Continuous Improvement principles and the Company’s behaviors to facilitate the development of the department and associates. Monitor and document employee performance and provide timely, effective feedback, coaching, and training as appropriate. Navigate and resolve complex matters including complaint analysis, power of attorney approvals, and team conflict. Collaborate with associates to develop, document, and maintain procedures. Onboard new associates and provide comprehensive training. Identify skills gaps on the team and provide ongoing training and development as needed. Validate systems and workflows to ensure all processes are functioning correctly, sign off on UAT for system modifications, and identify defects and define options for remediation. Perform other duties as assigned. Qualifications Bachelor’s Degree or equivalent work experience. 3+ years of management/leadership experience. 3+ years of Pension Risk Transfer customer service or retirement plan administration experience. Experience leading, coaching, and developing teams. Demonstrated ability to inspire and engage others. High level of confidentiality, discretion, and professionalism. Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, etc.). Strong analytical, organizational, and project management skills. Ability to balance multiple priorities in a fast‑paced environment. Proven ability to build trust and manage relationships. Exceptional oral and written communication skills as well as presentation skills; ability to deliver information in a concise manner. Willingness to travel as needed. Ability to work independently in a team environment. Strong project management, organizational, and problem‑solving skills. Self‑motivated, proactive, and detail‑oriented with a strong sense of ownership. Proven ability to build trust, maintain relationships, and lead through influence. Collaborative team player with a flexible, solution‑oriented mindset. Ability to work with minimal direction while exercising good judgment, demonstrating flexibility, and prioritizing multiple tasks with competing deadlines. Benefits 10–25 vacation days, depending on experience level and years of service. 4 floating holidays, 2 personal days, and 2 wellness days. 10–15 sick days, depending on years of service. 2 paid volunteering days. Health benefits, including medical, dental, and vision coverage. Supplemental health benefits and life insurance. 6 weeks of paid parental and maternal leave. Immediate vesting into a 401(k) savings plan with up to 6% company match. 100% employer‑contributed Pension Plan – Cash Balance Plan after 1 year of service. Flexible workspace and arrangements. Tuition and certification reimbursements. Infertility and domestic partner benefits. The expected hiring compensation range for this position is $75,000 – $85,000 USD annually. Base pay offered may vary depending on multiple individualized factors, including market location, job‑related knowledge, skills, and experience. The current bonus target for the position is 5% of the base salary with a stretch to twice the target, modified for corporate and individual performance. This role is hybrid located in Frederick, MD. We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request accommodation. #J-18808-Ljbffr