Tech Stack

Description

As a Member Services Team Lead, you will supervise a team of Member Advocates and Processors, handling daily operations, escalated inquiries, and quality assurance. You will also assist in hiring, training, and developing new team members while ensuring service levels and compliance with regulatory requirements.

Requirements

• 3+ years of leadership experience in Employee Benefits Administration or related industry (insurance providers, brokers, etc.)
• 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; demonstrated leadership skills with ability to motivate and coach staff

Responsibilities

• Supervise a team of Member Advocates and Processors focusing on daily operations including staffing, problem resolution, reporting, and quality assurance
• Assist in hiring, training, and development of new team members
• Handle and resolve escalated caller inquiries; assist with inbound/outbound calls during peak times
• Conduct audits to identify and implement workflow efficiencies; oversee quality review feedback with team members
• Monitor workflow and department processes to improve call handling, system knowledge, and communication skills to meet quality performance metrics