Benefits Technology, Powered by People
Member Services Team Lead
Location
United States
Posted
1 day ago
Salary
$46K - $65K / year
Seniority
Senior
Job Description
Member Services Team Lead
Businessolver
• Supervise a team of Member Advocates (phone agents) 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 • Assist with producing reports and providing statistical information to management as requested • 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, system knowledge and communication skills, ensuring quality performance metrics are met • Consult with management to improve effectiveness and efficiency of workflow and communicate trends and escalated issues as appropriate • Ensure that all regulatory requirements are met and comply with internal policies and procedures
Job Requirements
- 3+ years leadership experience within Employee Benefits Administration, or related industry (i.e. insurance providers, insurance brokers etc.), required
- Bachelor’s degree or equivalent
- Proven customer service experience with excellent phone etiquette and communication skills
- Experience with COBRA Administration, Verification Services, Retiree Services, & Document Fulfillment is ideal
- 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
- Benefit Administration experience / life and health license a plus
Benefits
- This role is eligible to participate in the annual bonus incentive plan.
- comprehensive benefits package which can be viewed here: https://businessolver.foleon.com/bsc/job-board-businessolver-virtual-benefits-guide/
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