• Provides day-to-day leadership and supervision to team members • Assists in coaching team to be able to identify inquiries that are beyond the scope of authority and take appropriate actions • Inspires team to focus on adherence to TruStage policies and processes, as well as federal and state laws and regulations • Fosters a positive work environment • Develops and maintains productive working relationships with team members-some of which may be field based • Sets goals and standards of performance for the team which is linked to business goals; uses appropriate measurement methods to monitor progress; takes suitable accountability for successful completion of assignments or tasks • Provides ongoing dialogue to team members about their performance • Coaches and helps establish individual development and career plans • Coordinates with Learning Consultant on career development opportunities • Completes Quality Assurance reviews for team members • Ensures staff compliance with company processes, federal and/or state regulations as required • Monitors and evaluates Quality Assurance and metrics reports for each team member and identifies required actions necessary to achieve service level and quality targets • Analyzes periodic performance indicators and communicates regularly to team members • Prepares employee performance appraisals and merit recommendations • Investigates and resolves issues as required - whether customer issues, team issues or departmental issues • Identifies, designs and makes recommendations for process changes to improve customer experience • Maintains an awareness of TruStage and Collateral Protection Insurance • Participates in specials projects as assigned by manager • Informs team of changes, potential changes and other pertinent information affecting the department • Plans, coordinates and conducts meetings to discuss operational procedures and provide ongoing training to the team as needed • Supports the on-site dissemination of TruStage corporate-wide and Center-specific communications (i.e., bulletin boards, video monitors, peer recognition, etc.) • Notifies leadership of any issues that require exceptions to the normal process procedures • Provides assistance to other departments (Claims, Product Administration, Product, and Sales) as needed • Coordinates with other departments (Claims, Product Administration, Product and Sales) to ensure that performance targets are met • Promotes and maintains a positive, professional image of TruStage