Client Service Center Manager- Billing Unit

New York Life Insurance•Bethlehem, PA

1d•Hybrid

About The Position

The Client Service Center Manager leads a team of approximately 10–15 Client Service Representatives responsible for billing administration inquiries, client education and training, and issue resolution for clients, brokers, and internal business partners. The Manager owns daily service delivery and team performance, ensuring requests are handled accurately, within established service standards, and with clear communication through resolution. The position calls for an engaged leader who remains close to daily work, sets clear expectations, and develops employees through direct feedback and practical support. The Manager anticipates service risks, takes timely action, and partners with Client Service, Revenue Management, and other business areas to resolve complex billing issues and improve the client experience. The role is hybrid in Bethlehem, Pennsylvania, with three days per week in the office. Remote work arrangements may be considered for exceptional candidates. The position is exempt and eligible for an annual discretionary bonus; employees may also be eligible to participate in an incentive program. The salary range is $73,000–$104,000, with actual base salary determined by factors including experience, skills, qualifications, and job location.

Requirements

Bachelor’s degree or equivalent work experience.
A minimum of three years of experience in customer service, client service, or revenue management.
Strong knowledge of group insurance products, related operational processes, and supporting systems, including an understanding of self-administered billing administration.
Ability to lead and develop employees, establish expectations, and address performance issues with clear, constructive feedback.
Strong problem-solving, communication, and organizational skills, including the ability to manage competing priorities and complex service issues.
Ability to interpret operational data, identify service risks, and translate findings into practical actions.
Ability to collaborate across business areas, exercise independent judgment, and support adoption of operational changes.
Proficiency with workflow systems, reporting tools, Salesforce, GBA, and Microsoft Office.

Nice To Haves

Experience managing a service team, including employees working remotely or across multiple locations.
Experience in a broker- or client-facing service environment, preferably supporting group insurance billing administration.

Responsibilities

Manage daily billing unit operations, including work assignments, queue coverage, and prioritization of service requests.
Stay actively engaged in daily operations and monitor request volume, aging, and outstanding work; address delays, remove barriers, adjust resources, and escalate capacity concerns.
Hold the team accountable for timeliness, productivity, quality, and accurate documentation.
Establish clear request ownership and expect timely progress updates and completion without repeated follow-up.
Own escalated billing inquiries through resolution, coordinating with appropriate partners and providing timely updates to clients and stakeholders.
Manage staffing and coverage within the approved budget and staffing model, balancing service needs with effective use of resources.
Set clear expectations, provide direct and constructive feedback and regular coaching, address performance gaps, support improvement, and recognize strong results.
Identify training needs and coordinate onboarding, ongoing development, and cross-training to strengthen billing knowledge and team coverage.
Create an environment where employees raise concerns early, seek help when needed, and take responsibility for resolving issues.
Provide guidance on complex inquiries and reinforce sound judgment and follow-through.
Analyze service request trends, quality findings, and Voice of the Customer feedback to identify recurring issues and service improvement opportunities.
Investigate delays and errors, identify causes, implement corrective actions, and monitor whether changes are effective.
Maintain consistent workflows, procedures, and service documentation across locations and reinforce adherence to established policies and controls.
Lead the team through new processes, tools, and operational changes, ensuring employees are trained and prepared to deliver consistent service.
Build relationships across Client Services, Revenue Management, and other business areas to resolve issues and clarify ownership and handoffs.
Communicate service performance, emerging risks, and recommended actions to leadership using accurate reporting to support decisions.
Participate in projects and initiatives that improve billing administration and the client experience.
Exercise independent judgment and influence outcomes across teams.