Customer Service Team Lead

National Healthcare Solutions Group•Miami, FL

1d•Onsite

About The Position

The Senior Client Service Specialist / Team Lead oversees the day-to-day operations of the VIPLI Customer Service Desk and serves as the central coordination point for customer and agent service requests related to ULIP and life insurance products. The role ensures requests are managed end-to-end through a structured, ticket-based CRM process and delivered in line with defined Service Level Agreements (SLAs). In the start-up phase of the Life & Investment Division, the position helps establish, monitor, and refine service processes, identify inefficiencies, and build a scalable service model. It also conveys customer and distribution partner feedback and service insights to the VP of Operations. This is a player-coach position combining hands-on case management with team leadership. The incumbent oversees triage, routing, and resolution of requests, handles cases directly as needed, supports workload peaks, and promotes service quality, compliance, and customer satisfaction. Responsibilities include service desk operations and escalation management; SLA and backlog monitoring; coaching and onboarding; quality assurance and process governance; coordination with claims, policy administration, finance, and investments teams; reporting and continuous improvement; and oversight of complaint handling.

Requirements

5–8+ years of experience in customer service, operations, or service desk environments within financial services or insurance.
Proven experience in a supervisory or team lead role.
Experience working in SLA-driven, ticket-based service environments.
Proficiency with CRM systems.
Strong communication, stakeholder management, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced start-up environment.
High attention to detail and commitment to service quality.
Fluency in Spanish.
Post-secondary education in Business, Finance, Insurance, or a related field is preferred; strong customer service or operations experience in financial services or insurance may substitute for formal education.

Nice To Haves

Strong understanding of life insurance / ULIP products and servicing processes.
Salesforce or similar CRM experience.
English proficiency.
Portuguese language skills.

Responsibilities

Oversee the end-to-end lifecycle of customer and agent service requests in the CRM system.
Ensure requests are logged, categorized, prioritized, and tracked according to governance standards.
Act as the escalation point for complex, sensitive, or high-priority cases, and support team members in resolving complex queries.
Handle service requests directly as needed to support the team, manage workload peaks, and meet SLAs.
Ensure customer and agent communications follow the centralized single-point-of-contact Service Desk model.
Monitor response and resolution SLAs, ticket aging, and backlog; identify at-risk cases and escalate service risks to management.
Define and refine priority levels and support their consistent application.
Guide, supervise, and coach Client Service Specialists; support onboarding and training on processes, tools, and service standards.
Foster a customer-centric and accountable team culture.
Review ticket quality and ensure interactions, actions, and documentation are accurately recorded in CRM.
Validate resolution quality and completeness before ticket closure.
Ensure compliance with internal policies, regulatory requirements, and audit standards.
Coordinate with back-office teams, including Claims, Policy Administration, Finance, and Investments, to route requests, clarify ownership, and follow up on assigned work.
Maintain separation between customer communication handled by the Service Desk and processing handled by Operations.
Produce and analyze service performance reports covering SLAs, ticket volumes, backlog, and quality metrics.
Identify recurring issues, perform root cause analysis, and recommend and implement process improvements.
Support development of dashboards and KPIs for senior management.
Oversee complaint handling in accordance with regulatory processes and timelines, coordinate investigations, and track complaint trends.