Client Service Center Manager- Billing Unit

New York Life•Bethlehem, PA

2d•$73,000 - $104,000•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. This role calls for an engaged leader who stays 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 position is hybrid in Bethlehem, Pennsylvania, with three days per week designated for the office. Remote work arrangements may be considered for exceptional candidates. The role is exempt and eligible for a discretionary bonus. The stated salary range is $73,000–$104,000; actual base salary depends on factors including experience, skills, qualifications, and job location.

Requirements

Bachelor’s degree or equivalent work experience.
At least 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 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 service-request prioritization.
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, with clear request ownership and progress updates.
Own escalated billing inquiries through resolution, coordinating with partners and providing timely updates to clients and stakeholders.
Manage staffing and coverage within the approved budget and staffing model.
Set expectations, provide constructive feedback and regular coaching, address performance gaps, and recognize strong results.
Identify training needs and coordinate onboarding, ongoing development, and cross-training.
Encourage employees to raise concerns early, seek help when needed, and take responsibility for resolving issues; guide employees on complex inquiries.
Analyze service-request trends, quality findings, and Voice of the Customer feedback to identify recurring issues and improvement opportunities.
Investigate delays and errors, determine causes, implement corrective actions, and monitor results.
Maintain consistent workflows, procedures, and service documentation across locations, reinforcing adherence to policies and controls.
Lead the team through process, tool, and operational changes, ensuring employees are trained and prepared.
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.
Participate in projects and initiatives to improve billing administration and the client experience; exercise independent judgment and influence outcomes across teams.