Member Services Supervisor

Businessolver • Denver, CO

78d • $46,000 - $65,000

About The Position

Are you an enthusiastic, passionate leader who is thoughtful, strategic and flexible enough to build a team just like you? If that's you, you'll be supervising all aspects of Member Services in a manner that results in client delight. The catch? You can't compromise company standards for quality. Ideally, you'll have a few years of experience managing a service/operations environment under your belt.

Requirements

• 3+ years supervisory experience within Employee Benefits Administration, or related industry (i.e. insurance providers, insurance brokers etc.), required
• Bachelor's degree or equivalent
• Proven customer service experience with excellent phone etiquette and communication skills
• Experience with COBRA Administration, Verification Services, Retiree Services, and Document Fulfillment is ideal
• Excellent problem solving skills to resolve client service and departmental issues
• Demonstrated leadership skills with the ability to provide team with a clear sense of direction
• Ability to motivate and coach staff in a team environment
• Strong interpersonal and organizational skills to handle multiple tasks
• Ability to use Windows and Internet web-browsing applications

Nice To Haves

• Benefit Administration experience / life and health license a plus

Responsibilities

• Supervise a team of Member Advocates (phone agents) and Processors focusing on daily operations to include staffing, problem resolution, reporting and quality assurance
• Assist in the hiring, training and development of all new team members
• Handle and resolve escalated caller inquiries
• Assist with inbound and outbound calls during peak times to maintain services levels
• Assist with producing reports and providing statistical information to management as requested
• Conduct audits within the team to identify and implement workflow efficiencies
• Perform and oversee quality review feedback with team members
• Monitor workflow and department processes to improve call handling, system knowledge and communication skills, ensuring quality performance metrics are met
• Consult with management to improve effectiveness and efficiency of workflow and communicate trends and escalated issues as appropriate
• Ensure that all regulatory requirements are met and comply with internal policies and procedures

Benefits

• Eligible to participate in the annual bonus incentive plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees