Customer Solutions Director (Employee Benefits Call Center)

Wespath Benefits and Investments; Glenview (IL); Hybrid; USD 170,000 - 190,000; Full time

Job summary

Join a forward-thinking organization as a Director of Customer Solutions, where you will lead a dynamic call center team and enhance customer satisfaction through innovative strategies. This hybrid role offers the unique opportunity to shape the customer experience for a renowned faith-based pension fund, ensuring the security of benefit information while driving operational excellence. With a focus on training and development, you will empower your team to excel in delivering exceptional service. Enjoy a competitive compensation package, including generous benefits and a supportive work environment that values diversity and inclusion.

Benefits

Medical, dental, vision benefits

8% employer contribution to retirement plan

28 days of PTO + 12 paid holidays

Hybrid work environment

Free financial planning assistance

Paid parental leave

Tuition reimbursement

Qualifications

• 10 years of customer service experience in a contact center environment.
• 5 years of people management experience required.

Responsibilities

• Lead day-to-day operations of a 24-person call center.
• Drive improvements for participant satisfaction and experience.

Skills

Customer Service Management

Data Analytics

IVR Design

Training Program Development

Vendor Management

Education

Bachelor’s degree in Business

MBA or Master’s degree

Tools

NICE inContact

Salesforce

Job description

Customer Solutions Director (Employee Benefits Call Center)

Customer Solutions Director (Employee Benefits Call Center)

Location:

1901 Chestnut Ave
Glenview, Illinois, 60025
United States

Category:
Customer Service

Date Needed by:
7/21/2025

Primary Duties and Responsibilities:

Recognized eight times as a Chicago’s Best and Brightest Companies to Work For and seven times as a National Best and Brightest Companies to Work For, Wespath Benefits and Investments (Wespath) is seeking a talented individual to join our award-winning organization as a Director of Customer Solutions for our Customer Service department.

Serving The United Methodist Church for over a century; Wespath and its subsidiaries maintain one of the largest faith-based pension funds in the world, serving more than 100,000 active and retired clergy and lay employees of the Church. Wespath is an Equal Opportunity Employer that is committed to a diverse and inclusive company culture and does not discriminate against applicants and employees because of disability, sex, race, gender identity, sexual orientation, religion, national origin, age, veteran status, or any other protected status under the law.

In this hybrid role, reporting to the Managing Director of Customer Service, you’ll partner with three peer directors to ensure exceptional customer service and proper security of our benefit plan sponsor and participant information. Responsibilities include:

• Call Center Leadership - Lead the day-to-day operations of our 24-person call center, Customer Solutions, which helps plan participants and plan sponsors manage and utilize their retirement, health, and welfare benefits. The director has three direct reports and 21 indirect reports. This includes coaching employees and managing performance.
• Participant Satisfaction and Experience - Drive improvements for participant satisfaction and experience through insights from the annual participant survey, post-call surveys, and call data.
• In-bound Call Strategy - Develop and execute data-driven strategies to enhance the inbound call journey, improve service levels, and optimize call routing.
• IVR Design - Collaborate with cross-functional teams to build intuitive IVR flows that streamline the customer experience and reduce call handling time.
• Interaction Model Design - Work with peer directors to create an interaction model within the department for handling participant inquiries.
• Strategic and Organizational Projects - Represent the Customer Service department on strategic and organizational projects.
• Training & Development - Design, implement, and manage a comprehensive training program for call center agents, focusing on onboarding, soft skills, system tools, and ongoing coaching.

Director of Customer Solutions - Compensation and Benefits:

• Medical, dental, vision and well-being benefits from our HealthFlex Exchange on day one!
• 8% employer contribution to retirement plan with an additional match up to 2% on day one!
• 28 days of PTO + 12 paid holidays
• Hybrid work environment (Office is located in Glenview, IL; will need to be in office on Tuesdays and Wednesdays and as otherwise needed.)
• Free financial planning assistance from EY
• Paid parental leave
• Tuition reimbursement and other development opportunities
• The compensation range for this position is $170,000 - $190,000 with a bonus opportunity and customary benefits. Final compensation will be based on the hired applicant’s qualifications (education, training and/or experience related to this role), and as such, may fall outside the range shown.

#LI-JR1 #LI-Hybrid

Minimum Requirements/Qualifications:

• Bachelor’s degree in business or related field; or equivalent work experience
• 10 years of customer service/satisfaction management experience in a contact center environment
• 5 years of people management experience
• Extensive and thorough knowledge of benefit and health plan administration, processes and systems as well as IRS and HIPAA regulations and plan policies
• Experience in vendor management and contract review processes
• Experience in data analytics reporting and dashboard development
• Experience designing IVR systems and customer call flows
• Demonstrated success in developing training programs and improving agent performance

Preferred Requirements/Qualifications:

• MBA or master’s degree in related discipline.
• Experience using NICE inContact and Salesforce.
• Strong knowledge of customer satisfaction metrics and survey tools
• Proven track record of leading multi-channel service teams, including voice, email, chat, and digital platforms
• Ability to analyze and present complex customer data and trends to executive leadership to inform decision-making

Preferred Requirements/Qualifications:

• MBA or master’s degree in related discipline.
• Experience using NICE inContact and Salesforce.
• Strong knowledge of customer satisfaction metrics and survey tools
• Proven track record of leading multi-channel service teams, including voice, email, chat, and digital platforms
• Ability to analyze and present complex customer data and trends to executive leadership to inform decision-making