Member Services Team Lead (Remote)

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!

The Gig:

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

What you need to possess to make the cut:

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

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.