Enrollment Team Lead

Gallagher•Houston, TX

About The Position

At Gallagher Benefit Services, you’re a trusted partner to organizations navigating some of their most important people decisions. We help clients build better workplaces, where people feel supported, empowered, and inspired to thrive. Whether it’s shaping benefit strategies, designing wellbeing programs, or advising on workforce challenges, the work you do here creates meaningful change for businesses and the people who power them. We’re a community of bold explorers, trusted experts, and compassionate partners; working side by side to solve problems, and shape the future of work. Here, curiosity is encouraged, collaboration is second nature, and your ideas have room to grow. If you’re looking for a place where your contribution matters and where you can help build a better world of work; think of Gallagher. Overview Accretive Enrollment Services, now a part of Gallager, offers comprehensive enrollment services and voluntary benefits tailored to meet the diverse needs of your client's workforce, enhancing financial stability and productivity. As part of Gallagher, a global leader in insurance, risk management, and consulting, you’ll be joining a team that’s passionate about helping individuals and organizations thrive. We have an exciting career opportunity for an Enrollment Team Lead in our Houston office. The Team Lead will support the Enrollers with end-to-end support for access, enrollments and accountability. The lead should monitor and track their team's success and bring in additional training and support as needed.

Requirements

Minimum three to five years’ experience in employee benefit account management preferred.
Life and Health Agent’s License required for commission bonus participation.
Intermediate knowledge of Microsoft Office Products Outlook, Word and Excel.
Knowledge of call center software.
Knowledge of project management software.

Nice To Haves

Highly motivated self-starter with ability to work independently to accomplish established agency goals.
Strong organizational and time management skills, with an extreme attention to detail.
Critical thinking skills with ability to use logic and reasoning to identify deficiencies or other concerns.
Exceptional communication skills, both in the verbal and written word, necessary to communicate with clients, brokers, carriers and prospects concerning employee benefit lines of coverage
Ability to adhere to and meet deadlines.

Responsibilities

Testing the databases.
Update training resources for new enrollment platforms.
Serving as a resource for the unified chat.
Answering chat questions and navigating resources as a first line of command and escalating to management as needed.
Assigning and working service tickets.
Monitoring and supporting the queue.
Updating and managing folder content as needed (archive old versions of EG in Enrollment Folder).
Updating matrix.
Schedule support for lunch and personal break facilitation.
Monitor PTO availability for ticket response and support.
Manager, populate, and review department OneNote.
Conduct one-on-one support and coaching for increased sales opportunities.
Set goals and expectations for enrollment team.
QA score management of 80% or higher.
Testing enrollment systems to ensure accuracy, access, and configuration (2 days prior to each OE)
Retention of Enrollers.
Ownership of system corrections with internal partners when Enrollers raise issues and concerns –Resolution Ownership vs. Ticket Creation. Directly communicating with AM/AE for resolution.
Creating and controlling the team culture.
Hosting team building sessions for learning and PD.
Upholding 85% QA score on personal feedback.
Advocating and communicating needs to management.
Enrolling during busy season as needed.
Scheduled management of seasonal enroller chat, enrolling, and queue.

Benefits

Medical/dental/vision plans, which start from day one!
Life and accident insurance
401(K) and Roth options
Tax-advantaged accounts (HSA, FSA)
Educational expense reimbursement
Paid parental leave
Digital mental health services (Talkspace)
Flexible work hours (availability varies by office and job function)
Training programs
Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
Charitable matching gift program