Manager, Customer Service - IntelliScript (Remote)

Milliman•Brookfield, WI

9h•$65,200 - $119,830•Remote

About The Position

Milliman, Inc. is recognized as a top firm that provides data, products, and professional services to the insurance industry. IntelliScript is a practice within Milliman that provides health and life insurers with real-time data and underwriting decision support tools via software-as-a-service (SaaS). IntelliScript offers an innovative suite of products which interpret and deliver electronic medical data (such as prescription histories, diagnoses, treatment data, etc.) to help our clients make effective underwriting and pricing decisions. Our company offers a unique entrepreneurial culture that also promotes work / life balance. IntelliScript has enjoyed consistent growth and is the leader in the markets we serve. The Operations team sits at the hub of all IntelliScript divisions (e.g., IT, Data Analytics, Account Management, Sales, and Product). This team is ready to grow again due to the increasing volume of calls from insurance policy applicants.

Requirements

High school diploma or GED required
Intermediate proficiency in Microsoft Word, Excel, and Outlook
Minimum of 5 years of customer service experience, preferably in a phone-based environment
At least 5 years of administrative experience
Strong leadership skills and ability to coach team members to their best performances.
Adapts quickly to established processes and consistently meets project deadlines.
Effectively analyzes issues and presents clear, actionable resolutions.
Demonstrates a proactive, solution-oriented attitude; no task is too big or too small.
Committed to resolving customer concerns and ensuring complete satisfaction.
Possesses exceptional communication skills—professional and articulate across all mediums (phone, email, video conferencing, etc.) with clients and colleagues.
Thrives in both entrepreneurial and collaborative environments.
Balances strict adherence to detailed processes with the ability to identify trends and solve business challenges.
Maintains a strong attention to detail.
Eager to learn and continually seeks opportunities to enhance knowledge and skills.
Self-motivated to assess needs, research solutions, and find common ground with diverse perspectives.
Pursues ongoing professional development and education.
Excels at prioritizing and managing multiple tasks and projects simultaneously.
Demonstrates strong multi-tasking and organizational abilities.

Nice To Haves

Bachelor’s degree
Previous team lead or management role overseeing customer service
Experience using Salesforce to locate and record information
Familiarity with the insurance industry
Proficiency in Spanish, including speaking and translation skills

Responsibilities

Coach and mentor the customer service team to ensure prompt and professional responses to applicants’ inquiries via phone and email.
Oversee the processing of FCRA requests and inquiries, ensuring efficient handling of high volumes.
Maintain service level agreements (SLAs), turnaround times, and high levels of consumer satisfaction.
Directly manage and resolve escalated situations and complex cases.
Maintain oversight of daily operations, including monitoring key metrics, managing daily volume, and ensuring appropriate resourcing.
Develop and implement process improvements to enhance the efficiency and quality of customer service operations.
Take ownership of additional projects and initiatives as needed, supporting continuous improvement and professional development within the team.
Responsibilities may expand to strategic initiatives and cross-functional projects as experience and organizational needs evolve.

Benefits

Medical, Dental and Vision – Coverage for employees, dependents, and domestic partners.
Employee Assistance Program (EAP) – Confidential support for personal and work-related challenges.
401(k) Plan – Includes a company matching program and profit-sharing contributions.
Discretionary Bonus Program – Recognizing employee contributions.
Flexible Spending Accounts (FSA) – Pre-tax savings for dependent care, transportation, and eligible medical expenses.
Paid Time Off (PTO) – Begins accruing on the first day of work. Full-time employees accrue 15 days per year, and employees working less than full-time accrue PTO on a prorated basis.
Holidays – A minimum of 10 paid holidays per year.
Family Building Benefits – Includes adoption and fertility assistance.
Paid Parental Leave – Up to 12 weeks of paid leave for employees who meet eligibility criteria.
Life Insurance & AD&D – 100% of premiums covered by Milliman.
Short-Term and Long-Term Disability – Fully paid by Milliman.