Customer Service Team Lead – Life & Health

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Act as the primary escalation point for Customer Service Representatives (CSRs) regarding procedures, systems, product knowledge, and member inquiries.

• Facilitate new-hire onboarding and continuous training through shadowing, refresher sessions, job aids, and side-by-side coaching.

• Aid the Supervisor in monitoring queue activity, service levels, and the distribution of workflows.

• Perform call observations and engage in quality assurance reviews; document and communicate coaching insights.

• Provide immediate support utilizing Five9 and Synergy.

• Analyze survey comments and member feedback to identify trends for process or training enhancements.

• Reinforce departmental protocols, customer service standards, and HIPAA compliance.

• Collaborate with Workforce Management to pinpoint coverage needs, schedule adherence challenges, and call-volume trends.

• Assist in creating and maintaining Standard Operating Procedures (SOPs), training materials, workflows, and reference documentation.

• Foster team engagement through effective communication, professionalism, peer support, and recognition.

• Provide performance insights and developmental observations to the Supervisor.

• Ensure the consistent application of departmental expectations and service behaviors.

• Exemplify organizational values, professionalism, accountability, and ownership of results.

• Contribute to a culture that emphasizes collaboration, inclusiveness, and a focus on continuous improvement.

⛳️ Requirements

• High school diploma is mandatory.

• An associate or bachelor’s degree is preferred.

• At least 3 years of customer service experience, ideally within the insurance sector.

• Prior experience as a senior CSR, mentor, or in an informal leadership role is desirable.

• Technical proficiency with the Five9 telephony platform is necessary.

• Life & Health insurance licenses may be required for this position.

• Reliable and punctual attendance is essential.

• Capability to support procedures, systems, product knowledge, member inquiries, training, quality assurance, workflows, and HIPAA compliance.

🏝️ Benefits

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance.

• Financial Benefits: Employee Stock Purchase Plan (ESPP), 401k, Student Loan Assistance, Tuition Reimbursement.

• Mental Health & Wellness: Complimentary Mental Health and Enhanced Advocacy Services.

• Paid Time Off.

• Holidays.

• Discounts from Preferred Partners.