H&B Support Manager

Inspira Financial•Oak Brook, IL

About The Position

The H&B Support Manager supervises a team of Support Specialists providing service to existing and potential Inspira clients for pre-tax products such as HSA and FSA, as well as services such as COBRA and Commuter Services. The manager uses data to assess team performance, coach and engage employees, promote accountability, and help the team meet its goals. The role also acts as a subject-matter expert and collaborates with product, digital, account management, operations, technology, and other workgroups to improve service and programs. The manager oversees day-to-day team workflow, service levels, quality, survey KPIs, and phone-related metrics. They coach and develop staff, conduct performance reviews, support hiring and new-hire training, monitor compliance training, and partner with Employee Relations and Human Resources on employee matters. The manager addresses escalated client issues and may answer accountholder questions or take escalated calls. The role can work all hours that the internal contact center is open.

Requirements

5–7 years of servicing experience in a high-volume, fast-paced servicing center.
3 or more years of leadership experience.
Industry knowledge, communication skills, sound judgment and decision-making, data analysis, innovation, and employee development and coaching competencies.
People-first approach and ability to build and maintain relationships while remaining diplomatic and tactful.
Ability to manage a fast-paced, high-call-volume environment supporting voice, email, and chat.
Strong coaching and mentoring skills, including the ability to create SMART development plans.
Strong analytical skills and a proactive approach.
Ability to analyze data to drive decisions and improve efficiency.
Strong organizational skills and ability to meet deadlines.
Attention to accuracy and efficiency.
Knowledge and experience with H&B reimbursement accounts such as FSA and HRA.
Client-focused approach and ability to build and maintain relationships diplomatically and tactfully.
Ability to transfer knowledge and coach one-to-one.
Strong written and verbal communication skills.
Ability to build relationships with internal and external clients.
Strong computer aptitude and proficiency with Microsoft products.
Timely, accurate decision-making and prioritization skills.
Ability to operate and navigate several computer systems simultaneously.
Detail-oriented, organized, and dependable.
Proactive approach to resolving issues and willingness to take accountability and ownership.
Ability to maintain high-quality service and professionalism.
High emotional intelligence and ability to perform well in a collaborative team environment.
Ability to solve complex issues independently and collaboratively, with a focus on first call resolution.
Ability to work all hours that the internal contact center is open.
Prolonged periods of sitting at a desk and working on a computer.

Nice To Haves

Working knowledge of Salesforce/Service Cloud.
Bilingual language skills.

Responsibilities

Coach and develop team members through skills transfer, one-to-one development, team meetings, and recognition.
Supervise Support Specialists and ensure established service levels, quality standards, and survey KPIs are met.
Monitor phone-related metrics, including schedule adherence, attendance, and after-call time.
Share insights from accountholder conversations with the Senior Manager, Product, and Sales to inform product enhancements.
Promote an environment of trust, respect, transparency, and positive collaboration.
Work cross-functionally with internal and external partners to maximize service.
Address escalated client service issues promptly and involve internal partners as needed.
Work with Technology and the Management Team on program enhancements.
Respond to accountholder inquiries about Inspira products and services and take escalated calls as needed.
Maintain professional accountholder service consistent with Inspira protocols and service levels.
Collaborate with Talent Acquisition to recruit and hire staff.
Coordinate new-hire training with the Training and Quality team.
Oversee the team's day-to-day workflow.
Provide constructive, timely staff feedback and conduct mid-year and annual performance reviews.
Track and monitor timely completion of Compliance Training courses.
Collaborate with HR on performance matters and ensure performance-improvement documentation is detailed, clear, and concise.
Assist with call lab coaching and STEP academy as needed.
Provide coverage for a peer who is out of office.
Perform other duties as assigned.