Member Services Team Lead (Remote)
Core
Lead a team of Member Advocates and Processors to manage daily operations, resolve escalated inquiries, and ensure quality service levels for client benefits programs.
Role type
Senior IC Member Services Team Lead
Builds
Member services operations and client support workflows
Domain
Employee Benefits Administration / Insurance Services
Deliverable
client delivery
Required skills
Team leadership, problem solving, customer service, workflow optimization, regulatory compliance, staff training, quality assurance, data reporting
Preferred skills
COBRA Administration, Verification Services, Retiree Services, Document Fulfillment, Life and Health license
Technologies
Windows, Internet web-browsing applications
Responsibilities
Supervise team of Member Advocates and Processors, handle escalated caller inquiries, assist with inbound/outbound calls during peak times, conduct audits to improve workflow efficiencies, perform quality review feedback, monitor department processes, consult with management on workflow effectiveness, ensure regulatory compliance
Seniority
Senior, hands-on IC with team management