Now Hiring - UCCU Insurance Services - Inside Sales Representative/Lead Management in Provo, UT

Full description of the position

Position Overview This position oversees the full lifecycle of incoming insurance leads for UCCU Insurance Services, ensuring every opportunity is handled efficiently, accurately, and quickly. This role is responsible for routing leads to the appropriate agents, monitoring followthrough, and maintaining high-quality standards in lead handling. The Lead Manager also trains and supports SDRs (Sales Development Representatives) on both inbound and outbound calls to UCCU Credit Union members. The ideal candidate is organized, proactive, datadriven, and skilled at both people leadership and process management. Key Responsibilities Lead Management & Workflow Oversight * Manage all incoming leads from UCCU Credit Union channels, online requests, referrals, and outbound campaigns. * Prioritize, assign, and route leads to agency producers quickly and accurately. * Monitor lead progress to ensure quoting, follow-up, and presentation expectations are met. * Track lead response times, conversion metrics, and efficiency benchmarks; report insights to management. * Maintain and optimize lead-handling processes within the agency CRM/AMS systems. SDR Training & Support * Train and coach SDRs on inbound and outbound calling standards, scripting, compliance, and member engagement. * Provide ongoing performance feedback, call quality reviews, and skill development. * Support SDRs in identifying member needs and gathering necessary information for agents to quote effectively. * Assist in staffing, scheduling, and workflow management for the SDR team. Member Experience & Service Quality * Ensure all leads and member interactions are handled with professionalism, accuracy, and promptness. * Collaborate with agents to improve handoff quality and ensure a seamless member experience. * Identify process gaps or opportunities for improvement in lead management and service delivery. Internal Collaboration * Work closely with agency leadership, agents, and the SDR team to support production goals and operational efficiency. * Assist with reporting, quality control, and compliance-related tasks as needed. * Participate in team meetings, training initiatives, and continuous improvement projects. Qualifications * Experience in insurance operations, sales support, or lead management preferred. * Strong understanding of insurance agency workflows; P&C license preferred or willingness to obtain. * Leadership or coaching experience with call teams or SDRs strongly preferred. * Excellent organizational, communication, and multitasking skills. * Proficiency with CRM, AMS, and lead-tracking tools. Key Competencies * Strong leadership and communication * Processdriven and detailoriented * High accountability in followthrough * Memberfirst mindset * Ability to train, motivate, and support teams Job Type: Part-time Pay: $60,000.00 - $70,000.00 per year Benefits: * 401(k) * Dental insurance * Health insurance Work Location: In person