About the Role
Member Services Supervisor (Work Remotely Anywhere in the U.S.)
Work Remotely Anywhere in the U.S.
Since 1998, Businessolver has delivered market-changing benefits technology and services supported by an intrinsic responsiveness to client needs. The company creates client programs that maximize benefits program investment, minimize risk exposure, and engage employees with easy-to-use solutions and communication tools to assist them in making wise and cost-efficient benefits selections. Founded by HR professionals, Businessolver’s unwavering service-oriented culture and secure SaaS platform provide measurable success in its mission to provide complete client delight.
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. Is that you? Check out the Gig below to find out more!
The Gig:
- 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
What you need to possess to make the cut:
- 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
- Benefit Administration experience / life and health license a plus