Client Service Center Supervisor - Retirement & Benefits

Alerus

8d • $62,000 - $70,000 • Onsite

About The Position

The ARB Client Service Center Supervisor leads a team to provide superior client service via multiple media channels (phone, email, and chat) supporting Alerus Retirement and Benefits services. Responsibilities include the development and training of Client Service Center Associates, close monitoring of performance, and handling elevated client interactions. Requires strong communication skills to facilitate individual coaching and mentoring of employees as they develop the skills to provide clients with a clear understanding of the technical aspects and benefits of products and services offered at Alerus. Further, the position is responsible for maintaining knowledge of all Alerus products, services, and processes pertaining to the Client Service Center.

Requirements

• Bachelor’s degree or equivalent experience in customer service.
• 2 years of experience in financial and/or management level preferred.
• 1+ year business experience in employee benefits, customer service, or accounting/bookkeeping preferred.
• Previous call center and or telemarketing experience preferred.
• Excellent written/oral communications and time management skills required.
• Ability to prioritize and self-motivated.
• Proven ability to adapt to a fast paced, changing environment.

Responsibilities

• Demonstrate leadership characteristics and set an example for team members.
• Conduct regular call monitoring to ensure a superior client experience.
• Coach, motivate and counsel staff on performance including administrating disciplinary action when necessary.
• Conduct monthly one-on-one meetings with associates to communicate performance expectations, review performance plans and provide individualized coaching.
• Deescalate difficult client situations to ensure resolution and client satisfaction.
• Maintain in-depth knowledge of Alerus products, services, and processes to be an expert and “go-to” person for team member questions. The team will cover a wide range of topics including retirement plan specific provisions, IRS and DOL regulations surrounding retirement and benefits plans, distributions, contributions, investments, balance inquiries, and claim status.
• Actively pursue continuing education through Alerus University, monthly manager meetings, and self-development to enhance skills.
• Acknowledge/prioritize multiple client demands to provide maximum service level to all customers.
• Responsible for scheduling coverage, and monitoring and approving timecards.
• Ensure employees are appropriately trained and conduct monthly training sessions.

Benefits

• Competitive compensation including base salary, bonus and/or incentive opportunities.
• Comprehensive benefits package providing a wide range of health and well-being benefits, including medical, dental, vision, life and long-term disability insurance; and 401(k) and ESOP for retirement savings.
• Generous paid time off programs such as flexible time off, company-paid holidays, parental and bereavement leave.
• Learning and development resources for personal and professional career development, and advancement opportunities.
• Access to financial experts for guidance, financial wellness tools, and discounts on Alerus products and services.
• Support for the communities we live in through paid volunteer time and a company donation match opportunity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 251-500 employees