Member-Focused Customer Service Operations Lead

Wellmark Blue Cross and Blue Shield; Cedar Rapids (IA); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading mutual insurance organization in Cedar Rapids is seeking a Team Leader Operations – Customer Service. This role involves leading a team of Customer Service Advocates and ensuring excellent service delivery to members. The ideal candidate will have over 4 years of relevant experience, strong leadership skills, and a background in customer relationship management. This position also emphasizes process improvement initiatives to enhance customer satisfaction and operational efficiencies.

Qualifications

• 4+ years of experience in a customer service environment.
• Proven effective leadership in medium to high complexity organizations.
• Experience in business, health care, insurance, or related industry.

Responsibilities

• Lead a team of Customer Service Advocates in a critical role.
• Cultivate ideas and facilitate process improvement initiatives.
• Ensure customer inquiries are resolved timely and accurately.

Skills

Leadership

Customer relationship management

Critical thinking

Oral and written communication

Team building

Business technical knowledge

Change management

Education

High School Diploma or GED

Bachelor's Degree

Tools

MS Office

Power BI

Microsoft 365

Job description

A leading mutual insurance organization in Cedar Rapids is seeking a Team Leader Operations – Customer Service. This role involves leading a team of Customer Service Advocates and ensuring excellent service delivery to members. The ideal candidate will have over 4 years of relevant experience, strong leadership skills, and a background in customer relationship management. This position also emphasizes process improvement initiatives to enhance customer satisfaction and operational efficiencies.