Member Services Supervisor (Work Remotely Anywhere in the U.S.)

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Requirements:

• 3+ years supervisory experience within Employee Benefits Administration, or related industry.
• Bachelor’s degree or equivalent.
• Proven customer service experience with excellent phone etiquette.
• Excellent problem-solving skills.
• Demonstrated leadership skills and ability to motivate staff.
• Strong interpersonal and organizational skills.
• Ability to use Windows and Internet applications.
• Experience with COBRA Administration and Document Fulfillment is ideal.
• Benefit Administration experience/life and health license is a plus.

Responsibilities:

• Supervise a team of Member Advocates and Processors focusing on operations including staffing and problem resolution.
• Assist in hiring, training, and development of new team members.
• Handle and resolve escalated caller inquiries.
• Assist with inbound and outbound calls during peak times.
• Produce reports and provide statistical information to management.
• Conduct audits to identify workflow efficiencies.
• Perform quality review feedback with team members.
• Monitor workflow to improve call handling and communication skills.
• Consult with management to communicate workflow effectiveness and escalated issues.
• Ensure all regulatory requirements are met.