Customer Service Team Lead - Life & Health

Brown & Brown Insurance; Illinois; On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Health benefits

Financial benefits

Mental health support

Paid time off

Job summary

One80 Intermediaries is seeking a Customer Service Team Lead – Life & Health to join our growing team. The role focuses on frontline coaching, guidance, and workflow oversight to ensure service excellence in the Affinity Customer Service group.

Under supervision, you will monitor queue activity, participate in QA, and provide real-time support using Five9 and Synergy, while promoting accurate, compliant service delivery.

Qualifications

• Minimum of 3 years of customer service experience, preferably in the insurance industry.
• Technical experience with Five9 telephony platform.
• Life & Health insurance licenses may be required for this role.
• High school diploma required; associate or bachelor’s degree preferred.

Responsibilities

• Provide frontline coaching, guidance, and workflow oversight for the Affinity Customer Service team.
• Serve as first-level escalation point for CSRs and assist with training and QA activities.
• Monitor queue activity, service levels, and workflow distribution with Supervisor.
• Conduct call observations and participate in QA reviews, documenting coaching insights.
• Offer real-time support using Five9 and Synergy and review member feedback for improvements.
• Ensure HIPAA compliance and reinforce departmental procedures and service standards.

Skills

Customer service

Team leadership

HIPAA compliance

Education

High school diploma

Associate/bachelor’s degree preferred

Tools

Five9

Synergy

Job description

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers. One80 Intermediaries is seeking a Customer Service Team Lead – Life & Health to join our growing team.

The Customer Service Team Lead at Pearl Insurance supports the daily operations of the Affinity Customer Service team by providing frontline coaching, technical guidance, and workflow oversight, ensuring consistent execution of service standards and operational excellence. The Team Lead serves as a first‑level escalation point for Customer Service Representatives (CSRs), assists with training and quality activities, and reinforces departmental expectations for service excellence, accuracy, and compliance.

Working under the general direction of the Customer Service Supervisor or Manager, the Team Lead promotes operational consistency, supports employee development, and helps maintain a positive, member‑focused environment. This role is expected to model organizational values, demonstrate accountability, and contribute to a culture of continuous learning, teamwork, and high‑quality service.

Support new hire onboarding and ongoing training through shadowing, refresher sessions, job aids, and side‑by‑side coaching.

• Assist the Supervisor with monitoring queue activity, service levels, and workflow distribution.
• Conduct call observations and participate in quality assurance (QA) reviews; document and elevate coaching insights.
• Provide real‑time support using the Five9 and Synergy.
• Review survey comments and member feedback, identifying trends for process or training improvements.
• Reinforce departmental procedures, customer service standards, and HIPAA requirements.
• Partner with Workforce Management to identify coverage needs, schedule adherence issues, and call‑volume trends.
• Assist in developing and maintaining SOPs, training materials, workflows, and reference documentation.
• Promote team engagement through effective communication, professionalism, peer support, and recognition.
• Demonstrate dependable and punctual attendance to ensure consistent frontline support.
• Offering timely performance insights and development observations to the Supervisor.
• Supporting consistent execution of departmental expectations, procedures, and service behaviors.
• High school diploma required, associate or bachelor’s degree preferred.
• Minimum of 3 years of customer service experience, preferably in the insurance industry.
• Technical experience with Five9 telephony platform.
• Life & Health insurance licenses may be required for this role.

One80 Intermediaries is part of Arrowhead Intermediaries, a global insurance distribution platform that offers deep specialization, scale, and innovation across wholesale brokerage, program administration, and specialty insurance. With more than 7,000 professionals worldwide and a collective portfolio exceeding $18 billion in premium placed in 2024, our combined organization delivers a diverse trading platform for insurance carriers as well as expanded access and niche solutions for brokers and customers navigating complex and hard-to-place risks. The platform combines entrepreneurial culture with operational excellence to deliver tailored solutions and long‑term value across the insurance ecosystem.

21.00 - 21.00 Hourly The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for the role.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well‑being of our teammates, including:

• Health Benefits : Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
• Financial Benefits : ESPP; Tuition Reimbursement
• Mental Health & Wellness : Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits : Paid Time Off, Holidays, Preferred Partner Discounts and more.

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.