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Risk Strategies Company · 2 months ago

Customer Service Team Lead - Life & Health (Veterinary-Focused)

United States

Full-time

Remote

Mid, Senior Level

$21.35/hr - $21.35/hr

3+ years exp

Risk Strategies Company is a leading insurance wholesaler and program manager with a commitment to providing excellent customer service. The Team Lead for Life & Health will support the daily operations of the CSR team by providing guidance, coaching, and expertise to ensure efficient workflows and adherence to service level agreements.

ConsultingFinanceFinancial ServicesInsuranceInsurTech

Responsibilities

Support and guide the CSR team in daily operations to ensure service excellence and productivity goals are met

Monitor key performance indicators (KPIs) and SLAs to ensure client and departmental objectives are achieved

Review call activity and task performance; provide timely coaching and feedback to promote accuracy, consistency, and quality

Conduct quality monitoring and participate in calibration sessions with leadership to maintain alignment across the team

Research and resolve escalated customer inquiries or service issues; identify root causes and recommend improvements

Support onboarding, ongoing training, and cross-training of CSR team members

Partner with Workforce Management to monitor queues, manage scheduling adherence, and balance staffing needs

Oversee team time-off requests to ensure proper staffing coverage and verbally approve or deny based on business needs. (Note: Team Leads do not have Workday approval authority for timecards.)

Assist with performance development by leading regular one-on-one sessions to review results and identify opportunities for growth

Maintain a strong working knowledge of Five9 and other systems; provide user support and identify process or system improvement opportunities

Collaborate with IT, product, and business stakeholders on system enhancements, testing, and process improvements

Prepare or assist with reports and data analysis to identify trends or opportunities for improvement

Perform Customer Service Representative duties, including inbound and outbound calls, as needed, to support service levels and business continuity

Promote collaboration, communication, and teamwork across the department to ensure operational alignment and shared success

Foster a positive, inclusive, and supportive environment that encourages open communication, cooperation, and professional growth

Serve as a working lead for the Customer Service Representative team with responsibility for coordinating work, providing guidance, and assisting in performance development

Supports the Customer Service Supervisor and Manager by maintaining daily operational awareness, addressing escalations, and ensuring alignment with service and quality objectives

Qualification

Customer Service ExperienceCoaching ExperienceInsurance KnowledgeFive9 ProficiencyData AnalysisPerformance DevelopmentTeam CollaborationCommunication SkillsProblem Solving

Required

Associate degree required; Bachelor's degree preferred

3+ years of experience as a Customer Service Representative within insurance or a related field

Equivalent combinations of education and experience will be considered

Preferred

Previous lead or coaching experience preferred

Property & Casualty and/or Life & Health license (IL) preferred or ability to obtain within 60 days

Company

Risk Strategies Company

RSC is an insurance brokerage firm that offers employee benefits, consulting, financial, and wealth management solutions. It is a sub-organization of Accession Risk Management Group.

Founded in 1997

Boston, Massachusetts, USA

5001-10000 employees