Member Services Team Lead (Remote)

Role overview

This remote leadership role oversees a team of member advocates and processors handling benefits administration inquiries and back-office workflows. The position balances day-to-day supervision, hiring and development, and quality assurance to meet service standards while supporting clients across employee benefits programs.

Responsibilities

- Supervise phone-based advocates and processors, including staffing, problem resolution, and quality assurance. - Hire, train, and develop new team members. - Handle and resolve escalated caller inquiries. - Support inbound and outbound call volume during peak periods to maintain service levels. - Produce reports and statistical information for management review. - Conduct audits to identify workflow improvements. - Perform quality reviews and deliver feedback to team members. - Monitor workflow and processes against quality performance metrics. - Consult with management on efficiency improvements and escalate trends and issues as appropriate.

Requirements

- 3+ years of leadership experience in Employee Benefits Administration, insurance providers, insurance brokers, or a related industry. - Bachelor's degree or equivalent experience. - Proven customer service experience with strong phone etiquette and communication skills. - Experience with COBRA Administration, Verification Services, Retiree Services, or Document Fulfillment. - Strong problem-solving skills and ability to resolve client service issues. - Demonstrated leadership with a clear sense of direction for the team. - Coaching and motivational skills in a team environment. - Strong interpersonal and organizational skills for handling multiple tasks. - Proficiency with Windows and Internet web-browsing applications.

Nice to have

- Benefit Administration experience or a life and health insurance license.

Benefits and work setup

- Remote position within the United States. - Annual salary range of $46,000–$65,000, determined by education, experience, skills, and market alignment. - Eligibility to participate in the annual bonus incentive plan. - Comprehensive benefits package available for full-time and part-time benefit-eligible employees.