Member Services Team Lead

Job not on LinkedIn

🕒 July 22

🇺🇸 United States – Remote

💵 $46k - $65k / year

⏰ Full Time

🟠 Senior

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Businessolver

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1998

💰 Private Equity Round on 2021-12

Businessolver, founded in 1998, is a trusted partner in benefits administration technology. With over two decades of experience, we aim to delight clients by transforming benefits administration into a year-round journey, driven by our core values. Our proprietary platform offers a personalized benefits experience for employees, empowering informed decision-making and cost control.

📋 Description

• 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

🎯 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

• Comprehensive benefits package (view here: https://businessolver.foleon.com/bsc/job-board-businessolver-virtual-benefits-guide/) • Annual bonus incentive plan