ACE Support Team Lead

Penn Mutual•Philadelphia, PA

16h

About The Position

Our ACE Financial Professional Support team is at the heart of delivering outstanding support to Financial Professionals, their staff, and their clients. We are seeking a dynamic, results-driven leader who thrives in a fast-paced, digital service environment and is passionate about developing people, strengthening relationships, and driving operational excellence. The ACE FP Support Team Lead plays a critical role in delivering a top-tier service experience grounded in care, accountability, and ownership through the Accelerated Client Experience (ACE) platform. This is a working Team Lead role, responsible for both leading a team of support associates and contributing directly to day-to-day service and production. In this role, the Team Lead manages high-touch relationships and provides hands-on support across ACE processing, policy delivery, and initial payment, while also driving team performance, coaching development, and ensuring consistent, high-quality service delivery.

Requirements

Demonstrated leadership with the ability to coach, mentor, develop, and manage performance of team members
Strong knowledge of life insurance products, including riders, benefits, and new business/service processes
Customer- and Financial Professional-focused mindset, with the ability to deliver top-tier, relationship-based service while balancing quality, efficiency, and compliance
Excellent verbal and written communication skills, with the ability to clearly coach, escalate, and report
Strong analytical and problem-solving skills; able to interpret performance metrics, research issues, manage escalations, and drive continuous improvement
Strong organizational skills and attention to detail, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment
Collaborative team player with the ability to work independently, take initiative, and contribute positively to team outcomes
Strong technical aptitude, with proficiency in navigating multiple systems, workflows, contact center technologies (e.g., Five9), and digital tools
Knowledge of sales concepts and ability to support the sales process through effective service and communication
Demonstrated professionalism, confidence, and a customer-first mindset grounded in care, accountability, and ownership
Ability to adapt to change, learn quickly, and identify opportunities for process and workflow improvements
Experience leveraging and coaching others on AI tools (e.g., Microsoft Copilot) to improve productivity, service consistency, and quality outcomes
High School Diploma or Equivalent – Required
5+ years of experience in life insurance or financial services, with a focus on service delivery or operational support. Required
Deep knowledge of ACE Support functions, workflows, service standards, and supporting insurance products and administrative systems, enabling effective oversight and coaching. Required
Demonstrated leadership readiness, such as peer mentoring, onboarding or training support, quality or service initiatives, or acting as an escalation resource; 1–3 years of prior formal people leadership experience preferred.
Experience supporting SLA based, queue‑ driven‑, or customer service environments strongly preferred.

Nice To Haves

Bachelor’s Degree – Preferred
LOMA designation Preferred

Responsibilities

Lead, coach, and develop ACE FP Support associates, providing day-to-day supervision, performance feedback, and career development support
Foster a culture of care, accountability, and ownership, with a focus on professionalism, collaboration, and top-tier, customer-focused service
Monitor individual and team performance against SLAs, productivity, quality, and customer experience metrics; identify gaps and implement coaching or corrective actions
Support onboarding and ongoing development, reinforcing service expectations, product knowledge, and processing fundamentals
Serve as a subject matter expert and escalation point, guiding resolution of complex or sensitive issues while ensuring a high-quality customer experience
Manage a personal workload while balancing leadership responsibilities to support team capacity and business needs
Ensure adherence to company policies, procedures, and regulatory requirements; monitor trends, address defects, and implement improvements
Identify and drive process, workflow, and service enhancements to improve efficiency, quality, and the overall customer experience
Partner with leadership and maintain consistent communication to share performance insights, risks, trends, and improvement actions
Model and reinforce best-in-class, customer-first service behaviors across phone and digital channels
Promote adoption of AI-enabled tools by role modeling effective use, sharing best practices, and supporting continuous learning