[Hiring] Member Services Team Lead @Businessolver

Role Description

Businessolver is currently pipelining for future Member Service Team Leads to support our clients and continued growth! Are you an enthusiastic, passionate leader who is thoughtful, strategic and flexible enough to build a team just like you? If that's you, you'll be leading all aspects of Member Services in a manner that results in client delight. The catch? You can't compromise company standards for quality. Ideally, you'll have a few years of experience managing a service/operations environment under your belt. Is that you? Check out the Gig below to find out more!

• 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

Qualifications

• 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, and 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

Requirements

• The pay range for this position is 46K to 65K per year (pay to be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data)
• This role is eligible to participate in the annual bonus incentive plan
• If this position is full-time or part-time benefit eligible, you will receive a comprehensive benefits package which can be viewed here

Equal Opportunity at Businessolver

Businessolver is an Affirmative Action and Equal Opportunity Employer and is proud to offer equal employment opportunity to everyone regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, and more. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.