[Hiring] Support Specialist Team Lead @Inspira Financial

Role Description

The Support Specialist Team Lead is primarily responsible for providing live, real-time assistance to call center support specialists, including but not limited to:

• Providing guidance in a digital work environment.
• Being the first point of contact for all team members.
• Resolving escalated customer issues, which may include speaking to the accountholder or member, researching the reason for escalation, owning the resolution, and providing feedback and recommendations to the business.
• Coaching/mentoring and refresher training of all members of the Support Department.
• Providing feedback and conducting testing related to the implementation of new technology, software applications, and product offerings.
• Assisting in the review of all internal Policies and Procedures and training materials.
• Developing, strengthening, and maintaining a positive relationship with accountholder team members and firm associates.

Duties & Responsibilities

• Assist Support Manager in monitoring activities of the Support team, including but not limited to:
• Providing front line assistance to the team.
• Being the first point for escalation and providing de-escalation coaching to team members.
• Helping the team meet their quality and survey goals.
• Meeting established service levels.
• Coaching/Training team members, including providing feedback for mid-year and annual performance reviews.
• Designing and testing new product offerings and new software applications.
• Providing backup support for employees and managers.
• Maintaining a positive work atmosphere with the team and internal departments.
• Reviewing and resolving complex accountholder requests.
• Assisting in updating and reviewing internal Policies and Procedures.
• Guiding Team members to utilize the Digital Coach tool in their workflow.
• Managing escalated client calls and assisting managers with following up with account holders.
• Providing answers to client inquiries regarding Inspira’s products, services, and fees.
• Providing direct feedback to team members on areas of opportunities to enhance services provided to the accountholder.
• Utilizing sound judgment to escalate issues that may require intervention of the manager.
• Maintaining a professional approach to client service, consistent with Inspira’s protocol and service levels.
• Recommending and implementing ways to improve efficiency, survey results, and quality.
• Managing special projects.
• Other duties as assigned.

Typical schedule is 11:30 a.m. to 8:00 p.m. CT and will include every Saturday, with an optional weekday off (Tuesday through Friday). This position is for the Escalations/Life Events team for R&W LOB. Experience with Death, Divorce, POA, and Escalations is necessary.

Qualifications

• High School Diploma or equivalent required.
• Bachelor’s degree preferred.
• 5-7 years of experience in customer service/call center required.
• 5+ years of experience in the financial services industry preferred.

Skills & Abilities

• Demonstrated knowledge and experience with reimbursement accounts like Flexible Spending Accounts (FSA), Healthcare Savings Accounts (HSA), COBRA (H&B) required OR demonstrated knowledge and experience with Retirement Accounts and IRS rules and regulations (R&W) required.
• Experience with Salesforce/Service Cloud required.
• Working knowledge of trust accounting systems, including some familiarity with investments (R&W) preferred.
• Bilingual language skills are preferred.
• Ability to transfer knowledge and coach in a 1-1 setting.
• Energetic, client service focused individual.
• Possesses strong written and verbal communication skills.
• Ability to apply relationship building skills to internal and external clients.
• Strong computer aptitude; proficient in Microsoft suite of products.
• Display timely and accurate decision making.
• Strong problem-solving and decision-making skills and ability to multi-task, and ability to navigate several systems simultaneously to support servicing the client.
• Detail-oriented, organized, and dependable.
• Active Listening skills.
• Innovative Thinker.
• Patience/empathy.
• Proactive approach to resolving issues.
• Ability to work in a high volume, fast-paced environment.
• Takes accountability with great follow-through skills.
• Ability to maintain the highest quality of service and professionalism.
• Possess a cheerful outlook and be able to perform well in a collaborative team environment.
• Ability to solve complex issues, both independently and in a collaborative team environment with a focus on FCR (first call resolution).

Other Requirements

• Ability to work overtime when needed.
• Prolonged periods of sitting at a desk and working on a computer.