Performance Lead, Customer Experience

New

BestowLife Insurance

Remote, USFull-TimeLead

Salary$60K - $70K

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Job Details

6+ years of experience in a customer service role.
Strong understanding of life insurance customer issues, operational processes, and relevant regulations.
Proficient with Customer Relationship Management (CRM) systems.
Experience in a highly-regulated industry is preferred.
Demonstrated leadership ability to guide a team, lead department initiatives, and manage performance.
Strong customer-centric mindset with deep understanding of insurance products and services.
Excellent written and verbal communication skills for providing clear coaching and feedback.
Ability to perform research and analysis on complex items and develop solutions.
Adaptability in a fast-paced environment with ambiguity and changing priorities.
Strong teamwork and interpersonal skills for cross-functional and external collaboration.

Provide expert advice and guidance to Customer Care Advisors on customer inquiries across all channels.
Resolve complex customer and agent issues, including managing escalations.
Lead, mentor, and coach a team of Customer Care Advisors, fostering a positive team culture.
Facilitate team meetings and communications.
Identify and implement process improvements to enhance performance and efficiency and the overall customer experience.
Lead and contribute to department projects and initiatives.
Conduct quality assurance reviews, provide feedback, and generate reports.
Build and maintain relationships with vendors and enterprise partners.
Monitor key operational processes, conduct business testing, and participate in audits.
Analyze team performance, identify trends, and provide feedback.

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