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Call Center Team Lead


OH - Columbus

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Essential Duties and Responsibilities:
Manage call center relationship and expectations
Serve as “point person” between the administrators and call center
Thorough understanding of client’s plan document specifics
Proactively communicate with consultants on matters relating to the operation of their plan (procedures and documentation)
Effectively handle stressful call situations in a professional manner
Manage call center as to meet ongoing Service Level Agreements and metrics
Understand call center technology, firm’s technology (i.e., email, internet resources, time tracking system)
Contribute to firm and practice profitability by meeting or exceeding assigned realization/utilization goals
Appropriately handle escalations in an accurate and timely manner
Ensure quality and security within the call center
Communicate with coworkers, trustees and clients to resolve issues
Be proactive with clients, participants and CSR’s as to anticipate their needs
Complete all work with high degree of accuracy and within deadlines and client expectations
Keep Senior Consultants apprised of issues
Other duties as required

Specific/Individual Core Competencies:
Preferred candidates will possess some or all of the following qualifications:
Customer/Client Focus especially in the Defined Benefits, Defined Contributions and Health and Group Benefits 
Management and training experience required
Strong work ethic
Detail oriented
Capable of multi-tasking
Excellent verbal and written communication skills
Exceptional listening, analytical and problem solving skills
Team player
Intermediate knowledge of accounting and finance principles
Proficient in use of required software systems (i.e., DB Administration application, Word, Excel, Access)

High school diploma or GED diploma and at least 3 or more years of call center experience as a call center team lead in a benefits center.

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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Notice to Recruiters and Agencies regarding unsolicited resumes or candidate submissions without prior express written approval.
Resumes submitted or candidates referred to USI Insurance Services by any external recruiter or recruitment agency by any means (including but not limited to via Internet, e-mail, fax, U.S. mail and/or verbal communications) without a properly executed written contract for a specified position by an authorized member of the Talent Acquisition team become the property of USI Insurance Services. The Company will not be responsible for, or owe any fees associated with, referrals of those candidates and/or for submission of any information, including resumes, associated with individuals.

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