Life & Health Customer Service Team Lead

Brown & Brown Insurance; Springfield (IL); Sur place; USD 25 000 - 33 000; Plein temps

Avantages offerts par ce poste

Health Benefits

401k

Student Loan Assistance

Tuition Reimbursement

Paid Time Off

Holidays

Mental Health Services

Résumé du poste

One80 Intermediaries is seeking a Customer Service Team Lead – Life & Health to join our growing team. The Team Lead will support daily operations of the Affinity Customer Service group, coaching CSRs, guiding workflows, and ensuring service excellence.

Under supervision, you will train, monitor queues, conduct QA, and escalate issues. The role emphasizes leadership, accuracy, and a member‑focused service culture within a large insurance platform.

Qualifications

• Minimum of 3 years of customer service experience, preferably in the insurance industry.
• Previous senior CSR, mentor, or informal leadership experience.
• 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 new hire onboarding and ongoing training through shadowing, refresher sessions, job aids, and side‑by‑side coaching.
• Assist the Supervisor with monitoring queue activity, service levels, and workflow distribution.
• Conduct call observations and participate in quality assurance (QA) reviews; document and elevate coaching insights.
• Provide real‑time support using the Five9 and Synergy.
• Review survey comments and member feedback, identifying trends for process or training improvements.
• Reinforce departmental procedures, customer service standards, and HIPAA requirements.
• Partner with Workforce Management to identify coverage needs, schedule adherence issues, and call‑volume trends.
• Assist in developing and maintaining SOPs, training materials, workflows, and reference documentation.
• Promote team engagement through effective communication, professionalism, peer support, and recognition.
• Demonstrate dependable and punctual attendance to ensure consistent frontline support.

Connaissances

Customer service

Leadership

Five9

Insurance licensing

Formation

High school diploma

Associate or Bachelor’s degree

Outils

Five9 telephony

Description du poste

One80 Intermediaries is seeking a Customer Service Team Lead – Life & Health to join our growing team. The Team Lead will support daily operations of the Affinity Customer Service group, coaching CSRs, guiding workflows, and ensuring service excellence.

Under supervision, you will train, monitor queues, conduct QA, and escalate issues. The role emphasizes leadership, accuracy, and a member‑focused service culture within a large insurance platform.