Client Service Center Manager - Billing Unit
New
N
New York LifeGroup insurance
Remote, any state, USFull-TimeManager
Salary$73,000-$104,000
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Job Details
- Experience
- A minimum of three years of experience in customer service, client service, or revenue management
- Required Skills
- SalesforceMicrosoft OfficeCustomer service
Requirements
- Bachelor’s degree or equivalent work experience.
- At least three years of experience in customer service, client service, or revenue management.
- Strong knowledge of group insurance products, related operational processes, and supporting systems.
- Understanding of self-administered billing administration.
- Ability to lead and develop employees, establish expectations, and address performance issues with constructive feedback.
- Strong problem-solving and organizational skills, with the ability to manage competing priorities and complex service issues.
- Ability to interpret operational data, identify service risks, and translate findings into practical actions.
- Ability to collaborate across business areas, exercise independent judgment, and support adoption of operational changes.
- Preferred: experience managing a service team, including employees working remotely or across multiple locations.
- Preferred: experience in a broker- or client-facing service environment, preferably supporting group insurance billing administration.
- Preferred: proficiency with workflow systems, reporting tools, Salesforce, GBA, and Microsoft Office.
Responsibilities
- Manage daily billing unit operations, including work assignments, queue coverage, and prioritization of service requests.
- Monitor request volume, aging, and outstanding work, and address delays, barriers, resource needs, and capacity concerns.
- Hold the team accountable for timeliness, productivity, quality, and accurate documentation.
- Own escalated billing inquiries through resolution and coordinate with appropriate partners.
- Manage staffing and coverage within the approved budget and staffing model.
- Set expectations, coach employees, provide constructive feedback, and address performance gaps.
- Coordinate onboarding, ongoing development, and cross-training to strengthen billing knowledge and team coverage.
- Analyze service trends, quality findings, and Voice of the Customer feedback; investigate causes and implement corrective actions.
- Maintain consistent workflows, procedures, and service documentation, and lead the team through operational changes.
- Communicate performance, emerging risks, and recommended actions to leadership, and participate in billing and client-experience initiatives.
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