Member Services Supervisor

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

Interested? Great, we look forward to reviewing your application.

Internal applicants must be in good standing in their current roles and cannot be on a performance improvement plan. 

Additionally, applicants must have been in their current roles a minimum of one year prior to moving into a new opportunity (Member Services employees must have been in their roles a minimum of two full Annual Enrollments).

You will receive an auto-reply confirming that we've received your application, and you will hear from us again after we've reviewed your application and assessed whether or not to move you forward in our recruiting process. 

If you do decide to apply, please know that every complete application will be carefully reviewed. Seriously! We know it is a time commitment to prepare an application. We will respect that effort by thoughtfully reviewing every single complete application and we are truly grateful for your interest.