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Risk Strategies Company · 2 months ago

Program Retention Team Lead (Veterinary-Focused)

United States

Full-time

Remote

Mid, Senior Level

$49K/yr - $59K/yr

3+ years exp

Risk Strategies Company is a leading insurance wholesaler and program manager with a focus on client relationships and retention. The Program Retention Team Lead for AVMA oversees a team responsible for maintaining client relationships and ensuring compliance with retention goals while providing exceptional customer service.

ConsultingFinanceFinancial ServicesInsuranceInsurTech

Responsibilities

Lead, motivate, and support a team of retention representatives. Oversee customer interactions to encourage effective communication, empathy, and solution-based retention approaches

Manage Five9 Contact Center to ensure inbound calls are answered in accordance with client service level agreements. Appropriately allocate resources to meet or exceed service objectives

Conduct quality control activities for the AVMA Program Retention team. Conduct call and task monitoring. Consult with management and participate in corrective action steps as necessary

Hold regularly scheduled one-on-one coaching meetings with CSR team members to review call recordings, provide performance feedback and identify training opportunities. Develop and maintain documentation related to team member performance. Escalate performance issues as needed to management

Manage escalated calls or complex customer concerns to ensure member satisfaction

Supports the achievement of retention goals by assisting team members, offering guidance and oversight, and taking customer calls during periods of high call volume as needed

Review and approve time off requests and approve bi-weekly timecards for the AVMA Program Retention Team

Qualification

Customer service experienceTeam leadershipInsurance knowledgeProblem-solving skillsCoachingQuality controlFive9 Contact CenterCommunicationMentoring

Required

Associate degree and 3+ years of customer service experience or equivalent combination of education and experience

Insurance, healthcare or veterinary reception or animal-related customer service is a strong advantage

Strong communication and problem-solving skills with a proven ability to interface effectively at all levels within an organization

Property & Casualty (IL) preferred or ability to obtain

Benefits

Eligible for commission

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