Member Services Team Lead (Remote)

About the role

Businessolver is pipelining for future Member Service Team Leads to support our clients and continued growth. As a Member Service Team Lead, you will lead all aspects of Member Services to achieve client delight without compromising company standards for quality.

Responsibilities

• Supervise a team of Member Advocates (phone agents) and Processors, focusing on daily operations including 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 service levels.
• Produce reports and provide 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 of leadership experience within Employee Benefits Administration or a related industry (e.g., insurance providers, insurance brokers).
• 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 a 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 or life and health license is a plus.

Pay

The pay range for this position is $46,000 to $65,000 per year, 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.

Benefits

If this position is full-time or part-time benefit eligible, you will receive a comprehensive benefits package. View the benefits guide here.