Member Services Team Lead (Remote)

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

Since 1998, Businessolver has delivered market-changing benefits technology and services supported by an intrinsic responsiveness to client needs. The company creates client programs that maximize benefits program investment, minimize risk exposure, and engage employees with easy-to-use solutions and communication tools to assist them in making wise and cost-efficient benefits selections. Founded by HR professionals, Businessolver's unwavering service-oriented culture and secure SaaS platform provide measurable success in its mission to provide complete client delight.

**Please 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.**

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? Check out the Gig below to find out more!

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: https://businessolver.foleon.com/bsc/job-board-businessolver-virtual-benefits-guide/

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.

With heart,
The Businessolver Recruiting Team

Businessolver is committed to maintaining an environment that protects client data. We train our employees to maintain leading class security practices and expect all employees to adhere to policy, procedures and controls.

(Applicable to all roles at an AVP, DIR, VP, Head Of or SVP and above level):

Serve as a security contact for the business unit. Responsible for driving adoption and compliance with information security and privacy practices. Serve as a liaison with the information security team on security and privacy matters.

Equal Opportunity at Businessolver:

Businessolver is an Affiliation