H&B Support Manager

Inspira Financial Trust, LLC in; Oak Brook (IL); Vor Ort; USD 56.000 - 67.000; Vollzeit

Benefits dieser Stelle

Healthcare

401K savings plan

Company holidays

Paid time off

Parental leave

Employee assistance program

Zusammenfassung

Inspira Financial is seeking a Manager to lead the H&B Support team, supervising Support Specialists delivering pre-tax products like HSA and FSA, COBRA, and Commuter Services. You will use data to drive performance, coach staff, and ensure service levels and KPIs.

As a senior contributor, you will partner with Product, Sales, and Operations, recruit and train staff, manage performance reviews, and address compliance training.

Qualifikationen

• 5–7 years of servicing experience in a high volume, fast paced servicing center.
• 3+ years of leadership experience.
• Strong coaching and mentoring skills and ability to create SMART development plans.

Aufgaben

• Continually improve the performance of the team with coaching, skills transfers, 1-1 development, team meetings, and recognition.
• Supervise a team of Support Specialists; ensure the team meets service levels, quality, and survey KPIs.
• Ensure compliance with phone-related metrics such as schedule adherence and After Call Time.
• Collaborate with Product, Sales, and Operations to provide client insights for product enhancements.
• Recruit, train, and provide performance feedback to staff; oversee day-to-day workflow.
• Provide escalation support and coordinate with HR for employee matters.

Kenntnisse

Leadership

Data Analysis

Communication

Coaching

Problem Solving

Ausbildung

Education TBD

Tools

Salesforce/Service Cloud

Microsoft Office

Jobbeschreibung

Take the next step in your journey at Inspira Financial.Guided by our mission to enable better health and greater wealth, we help businesses and individuals thrive today, tomorrow, and into retirement by strengthening and simplifying the health and wealth journey.

Serving more than 7 million clients and representing over $62 billion in assets, Inspira partners with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners to help the people they support plan, save, and invest for a brighter future. Through solutions including automatic rollover services, health savings accounts, emergency savings, and custody services, Inspira is focused on delivering better outcomes for all. Learn more at inspirafinancial.com .

Our values shape how we show up every day. WeLead with Heartby acting with compassion, empathy, and doing what's right;Cultivate Trustthrough integrity, transparency, and accountability;Aim Higherby never settling for what's expected and continually raising the standard; andWin Togetherby collaborating inclusively to achieve the best outcomes.

Our growth and culture haven't gone unnoticed -- we've been recognized on Crain's Fast 50 and Inc. 5000 for remarkable growth, and named to Built In's 2025 Best Places to Work and Gallagher's 2022 Best-In-Class Employer for our workplace culture and benefits.

Don't meet every single requirement? That's okay. We know growth comes from people who are willing to learn and challenge themselves, not just check every box. If you're energized and inspired by meaningful work, continuous development, and being part of a team that turns collective effort into real impact, we want to hear from you. We look forward to receiving your application.

Our office locations are designed to bring people together, foster collaboration, and build meaningful connections. While some roles are based at one of our office locations, remote status and role locations are subject to change, and relocation is not provided.

Job Summary & Responsibilities

H&B Support Managers report to a Sr. Manager, H&B Support. This role within the H&B Support team is responsible for supervising a team of Support Specialists committed to providing a high level of service to existing and potential Inspira clients for pre-tax products like HSA and FSA, and additional services like COBRA or Commuter Services. The Manager will leverage data to manage team performance, coach and engage with team members to drive an elevated level of performance, promote ownership and accountability, and evaluate team and individual performance to achieve goals and objectives. Support Managers are expected to be experts in their part of business and will collaborate as a consultant or partner to various workgroups, such as product, digital, account management and operations.

Duties & Responsibilities:

• Continually improve the performance of the team with coaching, skills transfers, 1-1 development, team meetings, and recognition.
• Supervise a team of Support Specialists that provide daily support and service to account holders. Ensure the team consistently meets established service levels, quality, and survey KPIs
• Ensure the team in compliant with all phone related metrics, such as schedule adherence, attendance, and After Call Time
• Share information gathered from conversations with account holders with the Senior Manager, Product and Sales to provide insight into the client activities and requests to drive future product enhancements
• Create an environment that encourages trust, respect, and transparencyWork cross-functionally with various individuals at all levels of the business, both internally and externally, to maximize service
• Maintain a positive work atmosphere with the team and internal departmentsPartner with the appropriate Employee Relations and Human Resource teams on all employee matters, including but not limited to corrective actions, terminations, performance improvement plans, review cycles, payroll, and leave of absence.
• Promptly address any escalated client service issues, bringing in internal partners as needed to resolveWork closely with Technology and the Management Team on program enhancements
• As necessary, provide answers to accountholder inquiries regarding Inspira’s products, and services, including taking escalated calls as neededMaintain a professional approach to accountholder service, consistent with Inspira protocol and service levelsCan work all hours that the internal contact center is open
• Other duties as assigned

Additional Manager Responsibilities:

• Responsible for collaborating with the Talent and Acquisition team to recruit and hire new staff.
• Work with the Training and Quality team to coordinate training for all new hires.
• Oversee day-to-day workflow of the team
• Provide constructive and timely feedback to staff, including conducting mid-year and annual performance reviews
• Track and monitor to ensure all Compliance Training courses are completed timely
• Collaborate with HR on any performance related issues related to performance improvement plans. Ensure documentation is detailed, clear, and concise
• Assist with call lab coaching and STEP academy as needed
• Coverage for a peer who is out of office

Preferred Qualifications

Education & Experience:

• Education TBD
• 5-7 years of servicing experience in a high volume, fast paced servicing center
• 3+ years of leadership experience

Skills & Abilities:

• Core competencies- Industry Knowledge, Communication Skills, Judgement and Decision Making, Data Analysis, Innovation, and Employee Development and Coaching
• People-first attitude with the ability to build and maintain relationships while always remaining diplomatic and tactful
• Ability to manage in a fast paced, high call volume environment supporting voice, email, and chat
• Strong coaching and mentoring skills and with the ability to create SMART development plans
• Excellent analytical skills with a proactive nature
• Strong aptitude for analyzing data to drive decision making to improve efficiency
• Strong organization skills with a drive to meet deadlines
• An affinity for accuracy and efficiency
• Knowledge and experience of reimbursement accounts like FSA and HRA for H&B
• Client focused attitude with the ability to build and maintain relationships while always remaining diplomatic and tactful
• Able to transfer knowledge and coach in a 1-1 setting
• Possesses strong written and verbal communication skills
• Able to apply relationship building skills to internal and external clients
• Has strong computer aptitude; proficient in Microsoft suite of products
• Display timely and accurate decision making with an aptitude of prioritization
• Ability to operate and navigate several computer systems simultaneously Is detail-oriented, organized, and dependable
• Proactive approach to resolving issues
• Takes accountability and ownership of issues
• Ability to maintain the highest quality of service and professionalism
• High emotional intelligence and is able to perform well in a collaborative team environment
• Ability to solve complex issues, both independently and in a collaborative team environment with a focus on FCR (first call resolution)
• Working knowledge of Salesforce/Service Cloud preferred
• Bilingual language skills are preferred

Other Requirements:

• Prolonged periods of sitting at a desk and working on a computer

Pay Range

$27.00/hr-$32.00/hr

The compensation for this position will vary depending on factors such as your location, skills and experience. The compensation package may also include incentive and bonus opportunities.

Inspira provides industry-leading benefits including, but not limited to: healthcare, 401K savings plan, company holidays, paid time off, parental leave and an employee assistance program.

undefined

This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, or on any other basis prohibited by law. Information on race, gender and national origin will only be used for statistical and recordkeeping purposes, and will not be used in making any employment decisions. All information provided will be kept separate from your expression of interest. Providing this information is strictly voluntary, and you will not be subjected to any adverse action or treatment if you choose not to provide this information. If you do not choose to answer these questions, we ask that you select "Decline to Identify" for each question. Thank you for your voluntary cooperation.