Life & Health Customer Service Lead

Brown & Brown Insurance; Alton (IL); On-site; USD 24,000 - 34,000; Full time

Benefits offered by this job

Health Benefits

401k

Paid Time Off

Job summary

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

Lead with operational consistency, onboard and train new hires, monitor performance metrics, and drive continuous improvement in a member‑focused environment. Insurance licenses may be required.

Qualifications

• Minimum of 3 years of customer service experience
• Senior CSR, mentor, or informal leadership experience preferred
• Life & Health insurance licenses may be required for this role
• Technical experience with Five9 telephony platform

Responsibilities

• 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, job aids, and coaching.
• Monitor queue activity, service levels, and workflow distribution with Supervisor.
• Conduct call observations and participate in QA reviews; document coaching insights.
• Provide real-time support using Five9 and Synergy.
• Review member feedback and identify trends for process improvements.
• Reinforce HIPAA requirements and departmental procedures.
• Collaborate with Workforce Management on coverage needs and call-volume trends.
• Help develop and maintain SOPs, training materials, and reference documents.
• Promote team engagement through clear communication and accountability.
• Demonstrate dependable attendance and frontline support.

Skills

Customer service

Leadership

Five9

Insurance licenses

Education

High school diploma

Associate or Bachelor's degree preferred

Tools

Five9 telephony platform

Job description

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

Lead with operational consistency, onboard and train new hires, monitor performance metrics, and drive continuous improvement in a member‑focused environment. Insurance licenses may be required.