Manager, Account Specialist

The Board of Pensions of the Presbyterian Church (U.S.A.)•Philadelphia, PA

2d•Onsite

About The Position

The Manager leads a team of Employer Services Account Specialists within the contact center, delivering consultative, proactive service to Human Resources professionals and employer representatives. The role is responsible for ensuring consistent daily execution of service processes, fostering strong employer engagement, and driving high‑quality outcomes across the end‑to‑end customer journey. The Manager builds strong cross‑functional relationships and develops deep employer insight, including understanding employer strategy, business processes, goals, and decision‑making frameworks, to inform and enhance service delivery and overall employer experience.

Requirements

Minimum 5 years of experience in a fast-paced operations or call center environment.
Minimum 3 years of management or leadership experience (team lead, supervisor, or manager)
Strong knowledge of benefits, or benefits administration experience preferred
Bachelor’s degree or additional years of experience in lieu of degree
Highly organized with strong attention to detail and the ability to manage competing priorities
Excellent written and verbal communication skills, with the ability to effectively engage in a high‑interaction, real‑time service environment
Ability to adapt to changing priorities, manage ambiguity, and consistently meet deadlines
Skilled in leading and facilitating effective meetings
Proven ability to collaborate across teams and functions to drive alignment, consensus, and results
Experience delivering consultative, proactive service to professional clients (HR professionals, employers)
Proven ability to manage: Service levels and workforce planning
High‑volume service environments
Escalations and complex issue resolution
Demonstrated capability in performance management, coaching, and developing staff
Ability to lead, motivate, and build high‑performing, accountable teams in a real‑time service environment
Proficiency with: CRM or case management systems (e.g., Salesforce)
Contact center tools and performance dashboards
Microsoft Office Suite (Word, PowerPoint, Excel, Outlook)
Strong ability to interpret data and drive performance improvements
Solid organizational and operational planning skills
Professional, customer‑centric approach with a strong commitment to service excellence
Ability to take initiative, set priorities, and manage multiple projects effectively
Sound judgment in analyzing and resolving complex issues
Demonstrated commitment to continuous learning and professional development, staying current with industry trends and best practices

Responsibilities

Lead and manage Employer Services Account Specialists to deliver consultative, proactive service, ensuring accurate interpretation and promotion of the Benefits Plan and Assistance Program.
Guide the team in communicating and facilitating benefit changes, including Medical Plan pricing, benefit packages, benefit groups, dues incentives, and Employer Agreements.
Manage real‑time contact center service performance, ensuring efficient, disciplined operations that deliver consistent and high‑quality employer experience aligned to a modern, scalable contact center model.
Drive a consistent and scalable service approach with a focus on helping employers effectively support their employees.
Monitor service metrics and key performance indicators, leveraging insights to drive continuous improvement in service delivery and operational effectiveness.
Oversee contact center queues, volumes, and staffing, ensuring appropriate coverage, responsiveness, and achievement of service levels.
Ensure team readiness to confidently and consistently handle employer‑specific inquiries, reinforcing expertise and service quality.
Resolve escalated and complex employer issues, ensuring timely and effective outcomes.
Provide strong leadership by managing individual performance, delivering coaching and feedback, and supporting the ongoing professional development of team members.
Build cross‑functional relationships and leverage employer insights to inform and enhance service delivery; drive proactive outreach efforts to improve awareness, understanding, and participation.
Partner across teams to align customer messaging on 800‑PRESPLAN and ensure consistency in service delivery.
Ensure completion of quality assurance reviews for work performed by Employer Services Account Specialists and provide actionable feedback to support development and continuous improvement.
Foster a culture of continuous process improvement, identifying opportunities to enhance efficiency, consistency, and overall service effectiveness.

Benefits

Medical, dental, and vision coverage.
Defined benefit pension plan.
403(b)(9) retirement savings plan.
Generous paid time off, including sick time, holidays, and 22 days of personal leave.
Tuition assistance.
Employee Assistance Plan and other health and well-being resources.
Employer-paid death benefits with opportunities to purchase additional coverage.
Employer-paid Short-Term and Long-Term disability coverage.
Access to the Board’s education and grant assistance programs.
Discount programs on entertainment, travel, and more.
Satisfaction gained from working for a service-oriented employer.
Volunteer and other service opportunities in the community at large.