Member Services Team Lead - Businessolver

Since 1998, Businessolver has delivered market-changing benefits technology and services supported by an intrinsic responsiveness to client needs. We create client programs that maximize benefits program investment, minimize risk exposure, and engage employees with easy-to-use solutions and communication tools.

We are looking for an enthusiastic, passionate, and strategic Member Services Team Lead to support our clients and continued growth. In this role, you will lead all aspects of Member Services, supervising a team of Member Advocates and Processors to ensure high-quality service and client delight.

The Gig

• Supervise a team of Member Advocates (phone agents) and Processors, focusing on daily operations including staffing, problem resolution, reporting, and quality assurance.
• Assist in 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 service levels.
• Produce reports and provide statistical information to management as requested.
• Conduct audits within the team to identify and implement workflow efficiencies.
• Perform and oversee quality reviews and provide feedback to team members.
• Monitor workflow and department processes to improve call handling, system knowledge, and communication skills.
• Consult with management to improve effectiveness and efficiency of workflow and communicate trends.
• Ensure regulatory compliance and adherence to internal policies and procedures.

What You Need to Possess

• 3+ years of leadership experience within Employee Benefits Administration or a related industry (e.g., insurance providers, insurance brokers, etc.) is required.
• Bachelor’s degree or equivalent experience.
• Proven customer service experience with excellent phone etiquette and communication skills.
• Experience with COBRA Administration, Verification Services, Retiree Services, and Document Fulfillment is ideal.
• Strong problem-solving skills to resolve client service and departmental issues.
• Demonstrated leadership skills with the ability to provide a team with a clear sense of direction, motivation, and coaching.
• Strong interpersonal and organizational skills to handle multiple tasks.
• Proficiency with Windows and Internet web-browsing applications.
• Benefit Administration experience or a life and health license is a plus.

Compensation & Benefits

• Salary Range: $46,000 - $65,000 per year (determined by education, experience, skills, and market data).
• Bonus: Eligible to participate in the annual bonus incentive plan.
• Benefits: Comprehensive benefits package including health, dental, and vision.