Team Leader, Insurance Operations

Description:

• Build, manage and sustain a high performing service team ensuring that service and quality objectives are being attained and maintained on a consistent basis.
• Ensure the highest level of customer service and facilitate all actions necessary including research and follow up to positively satisfy customer needs. This includes building and forging strong relationships with field partners and internal customers.
• Ensure team members are trained and fully competent in all the required functions and company-approved technologies and tools to effectively assist, support and resolve all customer inquiries.
• Provide leadership, coaching, and mentoring to the staff to develop their competencies and position them for success.
• Support a positive, motivating work environment that values the people and encourages participation, creativity, learning and accountability.
• Manage all scheduling, phone coverage and workflow for the US Disbursement team, ensuring daily workflow is managed within compliance, audit, quality and SLA standards. Customer Service Team Leads monitor associate calls for quality standards, providing coaching and constructive feedback to associates
• Conduct gap analysis, root cause and validation for continuous improvement opportunities.
• Initiate and implement process recommendations, with appropriate approval. Act as a change sponsor to ensure successful implementation of new processes, procedures, systems, etc. Facilitate feedback from Team members to one-up Manager.
• Handle escalation resolution with minimal to no supervision.
• Collaborate with other leaders and staff within Insurance Operations to ensure that all functions are fully integrated and are in accordance with the Company’s goals and objectives, ensuring that all overarching SLAs are considered, met and/or exceeded.
• Proactively support the Management Team with required reports, summaries, investigations, feedback, and potential challenges. Effectively liaise and negotiate with other business units to resolve and enhance customer service expectations and business deliverables.
• Represent Insurance Operations on audit investigations providing clarification and details of processes and any exception-based decisions.
• Be an active listener and demonstrate empathy and patience in a non-scripted environment.