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Employee Benefits Call Center Lead

Company: McGriff
Location: Irvine
Posted on: November 22, 2022

Job Description:

Build and maintain professional rapport with clients, vendor and teammates by providing superior internal and external service support. Provide and/or coordinate the delivery of products and services to the client, other client service team members, and Producers.
Summary:The Call Center Technical Lead will collaborate with the Supervisor, Benefits Administration with monitoring and supporting daily call center operations. The Call Center Lead is also expected to work collectively with both internal and external stakeholders to meet and exceed service expectations.

  • Review the Call Center's Outbound Call Request queue and assign daily outbound activities
  • Update the Call Center's team schedule when it's needed and communicate the changes to the team
  • Update the Call Center Print Queue schedule on a weekly basis
  • Collaborate with the Supervisor, Benefits Administrator to create weekly team agendas and lead the team meetings.
  • Review and report any software platform and equipment issues to the appropriate Truist resource teams for resolution
  • Liaison with Corporate Telecomm Team for changes and service disruptions
  • Collaborate with the Call Center management to assist with new client implementations by leading the Call Center applications and systems setup
  • Assist with the call review requests and communicate the findings to the internal team(s)
  • Monitor and edit/summarize client alerts submitted to the Call Center CSD homepage
  • Provide notifications to Call Center management on service issues, escalations, and trends
  • Escalate issues of increased complexity, according to department standards, to the applicable internal client service contact
  • Support Call Center management as shift supervisor during assigned shift
  • Act as a liaison to the employee, client, service provider, and the healthcare organization when necessary
  • Act as liaison for escalated employee inquiries for Stand Alone Call Center clients, as assigned.
  • Assist with escalated call/email inquiries by investigating the actions taken to provide solutions
  • Communicate and follow-up with team members regarding outstanding issues or client service management tickets
  • Support Call Center Management in the training of new representatives
  • Mentor and support ongoing training of Benefit Representatives I and II
  • Oversee productivity and quality goals within the department
  • Answer and respond to inbound employee calls and emails regarding health insurance inquiries as needed for overflow support during peak volume
  • Assist employees by helping them decipher benefit plan documents, describing their benefits, explaining the applicable benefit plan policies and/or procedures, and referring them to the appropriate service representatives
    Additional Skills:
    • Assist employees with benefit claims resolution by coordinating with the carrier or the assigned benefits administration team member to escalate the claim for further research and completion
    • Document member and client communications in the email/call routing system service tools according to department standards
    • Maintain excellent attendance and punctuality according to department standards
    • Perform additional tasks as asked SKILLS
    • Exceptional telephone etiquette and communication skills in a call-center environment including, but not limited to: listening without interrupting, using a clear and audible voice, using an appropriate and inoffensive tone of voice, communicating enthusiastically (when appropriate), using language that is easily understood by the receiving participant, and using the proper rate of speed when speaking
    • Excellent customer service and training skills
    • Exceptional oral and written communication skills using proper grammar and appropriate terms
    • Strong problem-solving skills
    • Intermediate computer skills, including the use of Microsoft Office (Word, Excel, Access)
    • Ability to communicate and respond calmly/professionally while screening details and identifying potential discrepancies
    • Must be able to clearly communicate in the English language
    • Excels as part of a cooperative, dynamic team, always displaying a positive attitude and a desire to "solve for yes" and provide win-win solutions
    • Able to adapt to change, take initiative, manage time effectively, and successfully manage stressful situations
    • Passion for providing exceptional service, both internally and externally, in-person, via phone and in writing
    • Comfortable with learning new computer software and internet-based applications
    • Exceptional oral and written communication skills
    • Always looking for ways to take things to the next level-not satisfied with status quo
      Required Qualifications:
      • High school diploma required; college degree preferred
      • Active Life Agent License is preferred
      • Minimum three (3) years of employer group benefits administration experience (including administration of employer group benefits at an insurance carrier, broker, and/or Human Resources department)
      • Minimum two (2) years in a customer service or call center is required, preferably in a health insurance carrier or Human Resources environment, with minimum one (1) year in a lead or supervisory role
      • Strong communication and interpersonal skills (written and verbal)
      • Act with responsiveness, urgency and professionalism in all matters
      • Prioritize work to achieve timely completion of the most critical and sensitive activities
      • Respond quickly to client requests and work to provide appropriate information
      • Accept accountability for the quality of work Advanced knowledge of benefits administration practices and procedures
      • Certification(s) in Human Resources, Benefits, COBRA, or related field is desired
      • Intermediate/Advanced typing skills (approximately 50 - 70 WPM)
      • HIPAA Certificate must be obtained within one (1) week of hire date (done internally)
        McGriff Insurance Services is an Equal Opportunity Employer and considers all qualified applicants regardless of race, gender, color, religion, national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law.
        EEO is the Law Pay Transparency Nondiscrimination Provision E-Verify

Keywords: McGriff, Irvine , Employee Benefits Call Center Lead, Other , Irvine, California

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