Life Insurance Service Desk Lead | Senior Team Coach

Independent Medical Systems, Inc.; Miami (FL); On-site; USD 70,000 - 90,000; Full time

Job summary

VUMI Group in Miami, FL is seeking a Senior Client Service Specialist / Team Lead to oversee the VIPLI Customer Service Desk. You will coordinate end-to-end service requests for ULIP and life insurance products, ensuring timely resolution within SLAs and maintaining high quality and compliance.

In this early-stage operation, you will balance hands-on case management with coaching and leadership, establish scalable processes, and act as the main link between customers, agents, and senior

Qualifications

• Experience in customer service or operations in financial services or insurance.
• Supervisory or team lead experience.
• SLA-driven, ticket-based service environments.

Responsibilities

• Oversee end-to-end lifecycle of service requests within the CRM.
• Log, categorize, prioritize, and track requests per governance standards.
• Escalate high-priority cases and coach junior staff.
• Develop dashboards and KPIs for management visibility.
• Ensure compliance with SLAs and audit readiness.

Skills

Customer service

Team leadership

SLA management

CRM systems

Stakeholder management

Problem solving

Education

Post-secondary education in Business, Finance, Insurance

Tools

CRM systems (Salesforce or similar)

Job description

VUMI Group in Miami, FL is seeking a Senior Client Service Specialist / Team Lead to oversee the VIPLI Customer Service Desk. You will coordinate end-to-end service requests for ULIP and life insurance products, ensuring timely resolution within SLAs and maintaining high quality and compliance.

In this early-stage operation, you will balance hands-on case management with coaching and leadership, establish scalable processes, and act as the main link between customers, agents, and senior