Member Services Team Lead (Remote)

Businessolver; Oregon; Hybrid; USD 46,000 - 65,000; Full time

Benefits offered by this job

Annual bonus

Comprehensive benefits

Job summary

Businessolver in Oregon is seeking a proactive Member Service Team Lead to supervise a team of Member Advocates and Processors, oversee daily operations, staffing, and quality assurance.

You will participate in hiring, training, and coaching, resolve escalated inquiries, and ensure regulatory compliance while delivering client delight. This role also offers a competitive pay range and a comprehensive benefits package with remote-friendly options.

Qualifications

• 3+ years leadership experience within Employee Benefits Administration, or related industry (i.e. insurance providers, insurance brokers etc.), required
• 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 the 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 to include staffing, problem resolution, reporting and quality assurance
• Assist in the 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
• Assist with producing reports and providing 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, ensuring quality performance metrics are met
• Consult with management to improve effectiveness and efficiency of workflow and communicate trends and escalated issues as appropriate
• Ensure that all regulatory requirements are met and comply with internal policies and procedures

Skills

Leadership

Customer service

Communication

Team management

Education

Bachelor's degree

Tools

Windows

Web browsers

Job description

At Businessolver, we believe benefits should be easy for everyone. We combine intelligent technology with human expertise to help organizations anticipate needs, simplify complexity, and create better experiences for employees and HR teams alike. Our people-first culture is built on innovation, accountability, and a shared commitment to delivering meaningful outcomes for the clients and communities we serve. Every role at Businessolver contributes to our mission of helping people thrive through benefits experiences that are smarter, simpler, and more human.

Businessolver is currently looking to add a Member Service Team Lead to support our clients and continued growth! Are you an enthusiastic, passionate leader who is thoughtful, strategic and flexible enough to build a team just like you? If that's you, you'll be leading all aspects of Member Services in a manner that results in client delight. The catch? You can't compromise company standards for quality. Ideally, you'll have a few years of experience managing a service/operations environment under your belt. Is that you?

The Gig:

• Supervise a team of Member Advocates (phone agents) and Processors focusing on daily operations to include staffing, problem resolution, reporting and quality assurance
• Assist in the 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
• Assist with producing reports and providing 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, ensuring quality performance metrics are met
• Consult with management to improve effectiveness and efficiency of workflow and communicate trends and escalated issues as appropriate
• Ensure that all regulatory requirements are met and comply with internal policies and procedures

What you need to possess to make the cut:

• 3+ years leadership experience within Employee Benefits Administration, or related industry (i.e. insurance providers, insurance brokers etc.), required
• 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 the 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

The pay range for this position is 46K to 65K per year (pay to be determined by the applicant's education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data).

This role is eligible to participate in the annual bonus incentive plan.

Other Compensation: If this position is full-time or part-time benefit eligible, you will receive a comprehensive benefits package which can be viewed here:Dear Applicant.

At Businessolver, we take our responsibility to protect our clients, employees, and company seriously and that begins with the hiring process. Our approach is thoughtful and thorough. We've built a multi-layered screening process designed to identify top talent and ensure the integrity of every hire. This includes quickly filtering out individuals who may attempt to misrepresent themselves or act in bad faith. We also partner with trusted, best-in-class providers to conduct background checks, verify identities, and confirm references. These steps aren't just about compliance, they're about ensuring fairness, safety, and trust for everyone involved. Put simply: we will always confirm that you are who you say you are. It's just one of the many ways we uphold the standards that matter most, to you, to us, and to the people we serve.

Along the same lines, p lease be aware of recruitment scams. Businessolver does not make job offers outside of our official hiring process or request payment or sensitive personal information. You will never receive an offer of employment without meeting a hiring authority and having a "live" and face-to-face conversation.

With heart, The Businessolver Recruiting Team#LI-Remote