Job Title: Employee Benefits Customer Service Manager
Classification: Full-Time, Regular
Hours: 9-5, M-F
Compensation: Based upon experience and skill
Position Overview –
Responsible for management of the Employee Benefits Customer Service Team. Promotes an environment of strong and progressive customer service standards to meet customer satisfaction and retention goals.
Principal Duties and Responsibilities –
- Supervise the work of customer service staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Resolve customer complaints and answer customers' questions regarding policies, procedures, and claims issues; writing effective appeals letters when necessary.
- Maintain thorough knowledge of subjects necessary to provide expert customer service and guidance to team (e.g. COBRA, Section 125, HSA, HRA, Affordable Care Act, etc.).
- Explains the plan advantages and disadvantages and can compare plan benefits.
- Implement departmental policies, procedures, and service standards in conjunction with management.
- Develop and coordinate renewal and compliance procedures for team.
- Oversight of administrative systems and databases used by the team, including forms tracking, online benefits administration, functions within carrier portals, etc.
- Research, compile, and prepare reports, manuals, correspondence, or other information required by management.
- Design, implement, and evaluate staff training and development programs, customer service initiatives, and performance measurement criteria.
- Train and instruct employees in job duties or company policies or arrange for training to be provided.
- Assess employees' job performance, address performance issues with them to pinpoint causes, and collaborate on solutions.
- Recruit, interview, and select employees.
- Develop and/or update procedures, policies, or standards.
- Maintain strong, professional working relationships with insurance carriers and MGAs.
- Conduct and accompany/assist staff with on-site presentations/renewal meetings as needed.
The individual holding this position must be able to handle multiple tasks and prioritize effectively. The ability to complete tasks with accuracy, efficiency and speed is important. Travel is required.
Education and Experience –
The ideal candidate will have
- 5+ years of employee benefits insurance experience
- 2+ years supervising the operations and support staff of a departmental unit
- Bachelor's degree in business administration or other appropriate field or equivalent experience
- Proficiency in Microsoft Office 365
- Superior customer service skills
- Excellent verbal and written communication
- Experience with working with or volunteering for nonprofits is a plus.
Licensing –
- Possession of a current CA Life & Health license is required
- Possession of a valid CA Driver’s License, vehicle, satisfactory driving record and appropriate insurance
Benefits-
We know that our employees are our number one asset, and we show it! We offer a 7-hour workday and great benefits including: medical, dental, vision, PTO, paid holidays, and MORE.
Background Checks –
Education, background, and reference checks will be completed.
We are looking for an individual who not only strives to maintain an excellent level of professional performance, but whose natural inclination is to go the extra mile for our associates and clients.
EOE
Total CSR - Employee Benefits Customer Service Manager Application
