Task Lead - Document Intake

Serco; Iowa (LA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan with employer matching

Tuition reimbursement program

Flexible work arrangements

Life insurance

Disability coverage

Parental leave

Job summary

A leading service provider is looking for a Task Lead on the Document Intake team in Louisiana. This role involves monitoring staff workloads, providing training and feedback, and ensuring operational objectives are met efficiently. The ideal candidate should have an Associate's degree and two years of relevant experience in areas like claims processing or customer service. Join a team dedicated to protecting the retirement security for millions while enjoying benefits like health insurance and a 401(k) plan.

Qualifications

• Two years of relevant work experience in employee benefits, claims processing, or customer service.
• Knowledge of document intake processes.
• Ability to maintain a Public Trust security clearance.
• Proficient in Microsoft Office and standard office software.

Responsibilities

• Monitor staff workload and ensure tasks are completed.
• Provide feedback to supervisors on staff performance.
• Assist with the research and analysis of escalated inquiries.
• Identify impacts to other service lines to drive cross-functional efficiencies.
• Support staff handling calls and escalated inquiries.

Skills

Microsoft Office knowledge

Call center customer service experience

Communication

Policy compliance

Education

Associate's degree

3 years experience in lieu of degree

Tools

Microsoft Office

Job description

Position Description & Qualifications

If you love a high energy and fast‑paced environment - Serco has a great opportunity! The Task Lead on the Document Intake team.

Bring your expertise and collaborative skills to make an impact towards servicing our retirees. Serco and PBGC protects the retirement security of over 35 million Americans in single employer and multiemployer pension plans. Our goal is to provide the highest level of customer support and to work to protect workers and retirees’ hard‑earned pension benefits.

This position is responsible for meeting daily tasks associated with their assigned operational activities, processes, and workflows. The candidate will support the Document Intake Supervisor through daily monitoring and reporting on the status of their assigned tasks, by providing training and feedback to include providing Subject Matter Expert (SME) input to staff in support of their assigned operational tasks.

You will achieve operational objectives by utilizing defined policies, procedures, workflows and work standards of your assigned operational processes and workflows to resolve complex problems to ensure that all assigned deliverables are performed efficiently and effectively.

Key Responsibilities

• Monitor staff workload and ensure work is completed.
• Assist with the development of staff and provide feedback to Document Intake Supervisor on performance and/or training needs.
• Communicate as a Subject Matter Expert (SME) for the assigned service line.
• Identify impacts to other service lines in order to create cross‑functional efficiencies.
• Assist staff handling incoming and/or outbound calls.
• Assist with the research/analysis of escalated inquiries and complex cases.
• Commit to excellence in all work situations.
• Have knowledge of concepts, practices and procedures as it relates to Document Intake.
• Work under immediate supervision and report to a supervisor.
• Adhere to PBGC, Serco, and team policies.
• Embody the Serco values.
• Occasional travel required.

Qualifications

• An Associate’s degree.
• Two (2) years of relevant work experience which can include but not be limited to: employee benefit field, claims processing, billing, payroll, banking, human resources, customer service representative, quality review analysts, etc.
• Three (3) years of relevant experience can be substituted for a degree.
• Currently working on the PBGC contract.
• Microsoft Office knowledge and experience.
• Must be able to obtain and/or maintain a Public Trust security clearance.

Location Requirements

Must currently be living in one of the following states: OH; FL; DE; MD; PA; VA; GA; KY; TN; TX; DC; CO; IA; ME; MA; MN; NC; SC and WV.

Additional Desired Qualifications

• Prior call center customer service experience.

Application

If you are interested in supporting and working with our PBGC Team and a passionate Serco team‑then submit your application now for immediate consideration. It only takes a few minutes and could change your career!

Company Overview

Serco Inc. (Serco) is the Americas division of Serco Group, plc. In North America, Serco’s 9,000+ employees strive to make an impact every day across 100+ sites in the areas of Defense, Citizen Services, and Transportation. We help our clients deliver vital services more efficiently while increasing the satisfaction of their end customers. Serco serves every branch of the U.S. military, numerous U.S. Federal civilian agencies, the Intelligence Community, the Canadian government, state, provincial and local governments, and commercial clients. While your place may look a little different depending on your role, we know you will find yours here. Wherever you work and whatever you do, we invite you to discover your place in our world. Serco is a place you can count on and where you can make an impact because every contribution matters.

Benefits

• Medical, dental, and vision insurance
• Robust vacation and sick leave benefits, and flexible work arrangements where permitted by role or contract
• 401(k) plan that includes employer matching funds
• Tuition reimbursement program
• Life insurance and disability coverage
• Optional coverages that can be purchased, including pet insurance, home and auto insurance, additional life and accident insurance, group legal, ID theft protection
• Birth, adoption, parental leave benefits
• Employee Assistance Plan

To review all Serco benefits please visit: https://careers.serco-na.com/us/en/about-us.

EEO Statement

Serco is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.

Recruiting Notes

Serco does not accept unsolicited resumes through or from search firms or staffing agencies without being a contracted approved vendor. All unsolicited resumes will be considered the property of Serco and will not be obligated to pay a placement or contract fee. If you are interested in becoming an approved vendor at Serco, please email [e-mail].

Salary and Compensation

Salary range: The range for this position can be found at the top of this posting. This range is provided as a general guideline and represents a good faith estimate across all experience levels. Actual base salary will be determined by a variety of factors, including but not limited to, the scope of the role, relevant experience, job‑related knowledge, education and training, key skills, and geographic market considerations. For roles available in multiple states, the range may vary to reflect differences in local labor markets. In addition to base salary, eligible positions may include other forms of compensation such as annual bonuses or long‑term incentive opportunities.

Application Window

The application window for this position is for no more than 60 days. We encourage candidates to apply promptly after the posting date, as the position may close earlier if filled or if the application volume exceeds expectations. Please submit applications exclusively through Serco’s external (or internal) career site. If an applicant has any concerns with job posting compliance, please send an email to: [e-mail].