Life & Health CS Team Lead — Frontline Coach & QA

Brown & Brown; Illinois; Sur place; USD 42 000 - 46 000; Plein temps

Avantages offerts par ce poste

Health Benefits

401k

Student Loan Assistance

Tuition Reimbursement

Résumé du poste

One80 Intermediaries is seeking a Customer Service Team Lead – Life & Health to elevate frontline coaching, technical guidance, and workflow oversight for the Affinity Customer Service team. You’ll act as a first‑level escalation point for CSRs, support onboarding, and help ensure service excellence and HIPAA compliance.

The role emphasizes leadership, process improvement, and collaboration with Workforce Management to optimize coverage and performance in a high‑volume insurance environment.

Qualifications

• Minimum of 3 years of customer service experience, preferably in the insurance industry.
• Previous senior CSR, mentor, or informal leadership experience.
• Technical experience with Five9 telephony platform.
• Life & Health insurance licenses may be required for this role.

Responsabilités

• Serve as the initial escalation resource for CSRs for procedures, systems, product knowledge, and member inquiries.
• Support onboarding and ongoing training through shadowing, refresher sessions, and coaching.
• Assist with monitoring queue activity, service levels, and workflow distribution.

Connaissances

Customer service

Leadership experience

Five9 experience

Insurance license knowledge

Formation

High school diploma or equivalent

Associate or bachelor’s degree preferred

Outils

Five9 telephony platform

Description du poste

One80 Intermediaries is seeking a Customer Service Team Lead – Life & Health to elevate frontline coaching, technical guidance, and workflow oversight for the Affinity Customer Service team. You’ll act as a first‑level escalation point for CSRs, support onboarding, and help ensure service excellence and HIPAA compliance.

The role emphasizes leadership, process improvement, and collaboration with Workforce Management to optimize coverage and performance in a high‑volume insurance environment.