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Benefit Resource Center Team Leader


CT - Meriden

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General Description:

Responsible for managing the operational activities of a team of Benefit Specialists.


·       Provide day-to-day oversight and management of BRC employees.

·       Lead regular team meetings.

·       Conduct annual performance evaluations and goal-setting reviews with team members.

·       Work with leadership to coordinate best practice standards, procedures, and efficiencies.

·       Ensure the BRC services are communicated, implemented, and valued through regular engagement with USI account management teams.

·       Work with national BRC leadership to develop shared resources and process.

·       Develop and deliver training and training tools in conjunction with other BRC units.

·       Prepare, analyze, summarize, and deliver reports.

·       Answer calls received from the queue as needed.

·       Review open calls and phone interactions. Ensure accurate, timely responses and quality service.

·       Participates in finalist presentations and briefings for select opportunities.

·       Build and maintain strong relationships with carriers.

·       Report identified trends to the insurance carrier and/or the account manager.

·       Develop and fine-tune appropriate workflows to ensure efficiencies. Implement changes when needed.

·       Take part in training opportunities at a national level across BRC units.

·       Function as escalation point for team members with difficult customers.

·       Stay up to date with industry changes affecting the business. Relay the knowledge back to the team.

·       Work with Operations Manager and IT on systems and system development.

Knowledge, Skills and Abilities:

·       Prior call center or claims resolution experience preferred.

·       College degree preferred.

·       Must hold or be willing to earn life and health insurance license

·       Comfortable with internet-based programs and Microsoft Office products.

·       Strong diligence and ability to self-check work.

·       Excellent time management skills.

·       Excellent critical thinking skills.

·       Able to energize and motivate others.

·       Strong verbal and written communication skills.

·       Able to travel as needed.

Physical Demands:

Work is performed in a climate-controlled office environment with minimal noise and limited to no exposure to chemicals or toxins. Employees operate office equipment including telephone - headset, computer, computer monitors, keyboard, mouse, copier, scanner, and mail machine. Physical tasks of job include walking, sitting, standing, bending, and typing.

Analysis of Physical Demands:

·       Constantly (over 66% of time) work performed requires employees to use repetitive hand motions such as typing, using a keyboard, and sitting at a desk.

·       Frequently (34%-66% of time) work performed requires employees to manage and grasp things, walk on normal surfaces, stand, and bend.

·       Occasionally (1%-33% of time) work performed requires repetitive foot movements, walk on uneven or slippery surfaces to and from work and occasionally reach outward to grab things and bend.

·       Rarely (< than 1 hour per week) work performed requires lifting/carrying items that range from 10-50lbs, pushing/pulling items that range from 10-50lbs, twisting/ turning including reaching over shoulder or above head, kneeling or squatting.


USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.

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