Team Lead, Renewals

Scope

Provides daily leadership to customer service staff to meet expectations. Ensures effective, timely delivery of superior insurance-related customer service and helps resolve disputes. Identifies system, process and workflow enhancements. Assigns work throughout the department and follows up on it in a timely way. Inspires a team to perform at the highest level in every call, every day. Plays a key role as the “face/voice of Brightway Leadership” to team and others. Works with all levels of the organization and with all franchisees to promptly resolve issues to ensure satisfaction.

Job Responsibilities

• Manage a team of insurance professionals handling inbound and outbound requests from customers, agents, carriers, and others via phone and email.
• Proactively identify improvements that would enable better customer service, efficiency in workflow/output and enhanced work environment.
• Apply deep industry and company knowledge to evaluate the most complex of issues encountered by the unit and others, compose effective responses and document steps followed and uses that as a training aid for others.
• Perform routine individual discussions to gain a better understanding of job performance and opportunities to improve and incorporate feedback to achieve higher levels of customer satisfaction.
• Represent the team to company leadership and reports activity and outcomes to manager.
• Document activities and follow up in appropriate systems regularly and accurately.
• Maintain current and accurate procedures manual for department.
• Write job objectives, performance reviews, salary recommendations for people in the unit.
• Administer company HR policies/procedures.
• Ensures quality of work meets certain standards.
• Acts as mentor to those less experienced.
• Performs other related duties as assigned.

Skills, Licenses, Certifications

• Demonstrated ability to effectively manage/lead employees to achieve desired business outcomes.
• Exceptional customer service mindset; a desire and ability to lead a group to superior outcomes.
• Excellent communicator; must be able to convey the most complex of ideas in a clear and concise manner.
• Superior knowledge of Brightway systems and is able to train others less experienced.
• Superior independent judgment, decision making and creativity in problem solving.
• Able to learn, embrace and put into practice new concepts and skills.
• Able to gather and analyze complex facts and data, draw inferences, weigh alternatives and present logical solutions.
• Excellent time management skills; is able to model this behavior for others on the team.
• Leader in the organization; supports management in delivering messages to employees.
• Bilingual (preferred).

Education And Experience

• This position requires 4-6 years’ experience in Customer Service or a related field, as well as 2+ years managing a team.
• The applicant must be proficient in Microsoft Office products (Word, Excel, Outlook, PowerPoint) and have a 20-44 or 220 license.
• 1+ years of experience in Brightway’s Engagement Center is preferred.