H&B Support Manager: Coach Teams, Elevate Service

Inspira Financial

Oak Brook (IL)

On-site

USD 70,000 - 110,000

Full time

5 days ago

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Job summary

Inspira Financial is seeking a Manager to lead the H&B Support team in Oak Brook, IL, responsible for overseeing Support Specialists serving pre-tax products and related services. The role emphasizes data-driven performance management, coaching, and collaboration with product, digital, account management and operations.

The Manager will mentor staff, maintain service levels, and drive continuous improvement while partnering with HR on employee matters.

Qualifications

Experience leading a team of support professionals.
Ability to analyze performance metrics and coach accordingly.
Strong communication and collaboration across departments.
Proven ability to drive service quality and customer satisfaction.

Responsibilities

Supervise a team of Support Specialists that provide daily support and service to account holders.
Ensure the team meets established service levels, quality, and survey KPIs.
Ensure compliance with phone metrics such as schedule adherence and After Call Time.
Share insights with Senior Manager, Product and Sales to drive improvements.
Collaborate with HR on employee matters including performance reviews and trainings.
Address escalated client service issues and coordinate with internal partners.
Work with Technology on program enhancements and cross-functional initiatives.
Provide timely answers to accountholder inquiries and maintain professional service.