Member Services Team Lead
B
BusinessolverBenefits Technology
Remote - United StatesFull-TimeLead
Salary46K to 65K per year
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Job Details
- Experience
- 3+ years
- Required Skills
- Operations ManagementCustomer serviceQuality Assurance
Requirements
- 3+ years leadership experience within Employee Benefits Administration, or related industry
- Bachelor’s degree or equivalent
- Proven customer service experience with excellent phone etiquette and communication skills
- Excellent problem solving skills to resolve client service and departmental issues
- Demonstrated leadership skills with the ability to provide team with a clear sense of direction
- Ability to motivate and coach staff in a team environment
- Strong interpersonal and organizational skills to handle multiple tasks
- Ability to use Windows and Internet web-browsing applications
- Experience with COBRA Administration, Verification Services, Retiree Services, and Document Fulfillment is ideal
- Benefit Administration experience or life and health license is a plus
Responsibilities
- Supervise a team of Member Advocates and Processors focusing on daily operations to include staffing, problem resolution, reporting and quality assurance
- Assist in the hiring, training and development of all new team members
- Handle and resolve escalated caller inquiries
- Assist with inbound and outbound calls during peak times to maintain services levels
- Conduct audits within the team to identify and implement workflow efficiencies
- Perform and oversee quality review feedback with team members
- Monitor workflow and department processes to improve call handling and ensure quality performance metrics are met
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