Retirement and Wealth - Support Specialist Team Lead (Remote)

Inspira Financial Trust, LLC; Oak Brook (IL); Remote; USD 55,000 - 75,000; Full time

Job summary

Inspira Financial Trust, LLC in Oak Brook, IL is seeking a Live Support Team Lead to guide center specialists, provide escalation coaching, and ensure service levels align with company standards.

You will coach teammates, test and implement new technology and applications, review policies and training materials, and maintain positive relationships with accountholders and internal departments while handling escalated client calls.

Responsibilities

• Assist the Manager in monitoring activities of the Support team.
• Providing front line assistance to the team
• Being the first point for escalation and providing de-escalation coaching to team members
• Coach the team to meet their quality and survey goals
• Meeting established service levels
• Coaching/Training team members, including providing feedback for mid-year and annual performance reviews.
• Design and test new product offerings and new software applications.
• Providing backup support for employees and managers
• Maintain a positive work atmosphere with the team and internal departments.
• Review and resolve complex accountholder requests
• Assist in updating, and reviewing internal Policies and Procedures
• Guide Team members to utilize Digital Coach tool in their workflow
• Manage escalated client calls and assist managers with following up with account holders
• Provide answers to client inquiries regarding Inspira's products, services, and fees
• Provide direct feedback to team members on areas of opportunities to enhance services provided to the accountholder. Participate in providing feedback for mid-year and annual reviews.
• Utilize sound judgment to escalatge issues that may require intervention of the manager
• Provide answers to accountholder inquiries regarding Inspira's products, services, and fees.
• Maintain a professional approach to client service, consistent with Inspira's protocol and service levels.
• Recommend and implement ways to improve efficiency and quality.
• Manage special projects
• Other duties as assigned

Job description

The primary function of this role is to provide live, real-time assistance to support center specialists, which includes providing guidance in a digital work environment and being the first point of contact for all team members. Team Leads are also the first point for resolving escalated customer issues, which can include speaking to the accountholder, researching the reason for escalation, owning the resolution, and providing feedback and recommendations to the business. This role is also responsible for coaching/mentoring and refresher training of all members of the Support Department. This role will also involve providing feedback, conducting testing, implementation of new technology, software applications and product offerings. The Team Lead position assists in the review of all internal Policies and Procedures and training materials. Through verbal and written communications, the individual in this position develops, strengthens, and maintains a positive relationship with our accountholder team members, and firm associates.

Duties & Responsibilities

• Assist the Manager in monitoring activities of the Support team including but not limited to:
• Providing front line assistance to the team
• Being the first point for escalation and providing de-escalation coaching to team members
• Coach the team to meet their quality and survey goals
• Meeting established service levels
• Coaching/Training team members, including providing feedback for mid-year and annual performance reviews.
• Design and test new product offerings and new software applications.
• Providing backup support for employees and managers
• Maintain a positive work atmosphere with the team and internal departments.
• Review and resolve complex accountholder requests
• Assist in updating, and reviewing internal Policies and Procedures
• Guide Team members to utilize Digital Coach tool in their workflow
• Manage escalated client calls and assist managers with following up with account holders
• Provide answers to client inquiries regarding Inspira's products, services, and fees
• Provide direct feedback to team members on areas of opportunities to enhance services provided to the accountholder. Participate in providing feedback for mid-year and annual reviews.
• Utilize sound judgment to escalatge issues that may require intervention of the manager
• Provide answers to accountholder inquiries regarding Inspira's products, services, and fees.
• Maintain a professional approach to client service, consistent with Inspira's protocol and service levels.
• Recommend and implement ways to improve efficiency and quality.
• Manage special projects
• Other duties as assigned

The typical schedule for this position is Monday through Friday, from 11:30 a.m. to 8:00 p.m. CT. Training for this position is 7 weeks. Training Schedule:

• Tier 1 Training - 3 weeks (Following the Training Schedule from 8 a.m. CT to 4:30 p.m. CT)
• Tier 1 Call Lab - 2 weeks (Following the Regular Schedule from 11:30 a.m. CT to 8 p.m. CT)
• Tier 2 Training - 1 week (Following the Training Schedule from 8 a.m. CT to 4:30 p.m. CT)
• Tier 2 Call Lab - 1 week (Following the Regular Schedule from 11:30 a.m. CT to 8 p.m. CT)