Member Services Lead - Benefits & Client Delight

Businessolver; United States; Remote; USD 46,000 - 65,000; Full time

Benefits offered by this job

Annual bonus incentive

Comprehensive benefits package

Job summary

Businessolver is seeking a seasoned Member Service Team Lead to guide a team of advocates and processors in delivering exceptional client service. You will drive staffing, training, and quality assurance while managing escalations and reporting.

A background in employee benefits and strong communication are essential. The role emphasizes risk-aware leadership, adherence to regulations, and collaboration with management to optimize workflows and service levels.

Qualifications

• 3+ years leadership experience within Employee Benefits Administration, or related industry.
• Bachelor’s degree or equivalent.
• Proven customer service experience with excellent phone etiquette and communication skills.
• Experience with COBRA Administration, Verification Services, Retiree Services, and Document Fulfillment is ideal.
• Excellent problem solving skills to resolve client service and departmental issues.
• Demonstrated leadership skills with ability to provide team with a clear sense of direction.
• Ability to motivate and coach staff in a team environment.
• Strong interpersonal and organizational skills to handle multiple tasks.
• Ability to use Windows and Internet web-browsing applications.
• Benefit Administration experience / life and health license a plus.

Responsibilities

• Supervise a team of Member Advocates (phone agents) and Processors focusing on daily operations.
• Assist in hiring, training and development of all new team members.
• Handle and resolve escalated caller inquiries.
• Assist with inbound and outbound calls during peak times to maintain services levels.
• Produce reports and provide statistical information to management as requested.
• Conduct audits within the team to identify and implement workflow efficiencies.
• Perform and oversee quality review feedback with team members.
• Monitor workflow and department processes to improve call handling, system knowledge and communication skills.
• Consult with management to improve effectiveness and efficiency of workflow and communicate trends and escalated issues.
• Ensure that all regulatory requirements are met and comply with internal policies and procedures.

Skills

Leadership experience

Customer service

Problem solving

Communication skills

Team motivation

Coaching staff

Organizational skills

Windows & internet use

Education

Bachelor’s degree or equivalent

Tools

COBRA Administration

Verification Services

Retiree Services

Job description

Businessolver is seeking a seasoned Member Service Team Lead to guide a team of advocates and processors in delivering exceptional client service. You will drive staffing, training, and quality assurance while managing escalations and reporting.

A background in employee benefits and strong communication are essential. The role emphasizes risk-aware leadership, adherence to regulations, and collaboration with management to optimize workflows and service levels.