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BRC Team Leader

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General Description: The BRC team leader acts as a part of the BRC leadership team and is responsible for the management of Benefit Specialists.

Major Responsibilities:

  • Manages team of Benefit Specialists-hire, develop and train in accordance with national BRC standards and with approval/direction from Director of Operations
  • Acts as part of national BRC leadership team to coordinate best practice standards, procedures and efficiencies
  • Analyzes team performance based on regular reports and summarizes for management based on an established schedule and makes staffing recommendations
  • Actively engaged with USI field units to ensure that BRC services are effectively communicated, implemented and valued
  • Participate with national BRC Leadership to develop, communicate and implement appropriate BRC implementation, educational and sales tool across all BRC units
  • Actively 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, review and deliver regional reports.
  • Performs Annual Performance and Goal Setting reviews of team members.
  • Monitor phone interactions to ensure quality of service.
  • Participates in Sales meetings and briefings for select opportunities
  • Report trends identified from review of call records to the insurance carrier and/or the account manager.
  • Review team open calls to ensure Benefit Specialists are maintaining open calls and providing timely and appropriate follow up.
  • Build and nurture carrier relationships to ensure accurate, timely responses to claim inquiries.
  • Continuous review of processes and workflows to ensure efficiencies and implement changes where warranted.
  • Facilitate regular team meetings and participate in training opportunities at a national level across BRC units
  • Act as escalation point for team members with difficult customers
  • Answer calls received from the queue as appropriate
  • Work with IT and Operations Manager on systems and system development
  • Notifies Benefits Operations Manager of any escalated issues pertaining to interactions within the Benefit Resource Center.

Core Job Objectives:

  • Establish effective working relationships with Internal Partners, Clients and Carriers
  • Work with Internal Partners and Carriers to ensure accurate and timely responses to all client issues.
  • Work with all partners in a manner that fosters mutual respect and teamwork.
  • Respond to requests from all partners by stated timeframes.
  • Special projects as assigned by the Benefits Operations Manager.
  • Hone and develop appropriate workflows to ensure efficiencies.
  • Ability to travel as needed

Key Skills Required:

  • Preferred 4 years call center or claims resolution experience.
  • College degree preferred
  • Must hold or obtain life and disability insurance license and retain license by meeting the continuing education requirements.
  • High level of computer literacy including working knowledge of Windows, Excel, Word and call tracking systems.
  • Strong attention to detail and ability to self-check work.
  • Excellent time management skills.
  • Ability to prioritize work load.
  • Enthusiastic attitude, cooperative team player, adaptable to new or changing circumstances, professional demeanor, sensitive to client needs, self-motivated, creative and innovative.
  • Excellent problem solving skills.
  • Strong verbal and written communication skills.

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