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National BRC Manager

Alternate Locations:

TX - Houston - HOU00

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General Description: The National BRC Manager leads the Benefit Resource Center (BRC) leadership team and is responsible for the management of 5 employee benefits advocate teams, their operational performance and the seamless integration and support of the USI EB operational structure.


  • Directly manages team of 5 BRC unit Team Leaders across the United States which includes quarterly face-to-face visits in each BRC location.

  • Responsible for consistent, regular reporting to National Director of EB on BRC performance at all levels (overall, unit, associate, etc).

  • Responsible for ensuring consistent standards, operational processes, and management is occurring across all units. 

  • Actively engaged with USI field units and acquisitions to ensure that BRC services are effectively communicated, implemented and valued. 

  • Ensuring Benefit Specialists-hiring, development and training occur in accordance with national BRC standards across all units and with approval/direction from Director of Operations. 

  • Leads 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. 

  • Participate with National Operations Team to develop, communicate and implement appropriate BRC implementation, educational and sales tool across all BRC units for the USI service and sales teams. 

  • Actively work with Team Leaders to develop shared resources and process. 

  • Develop and deliver training and training tools consistent for all BRC units. 

  • Prepare, review and deliver regional reports. 

  • Performs Annual Performance and Goal Setting reviews of Team Leaders and assist Team Leaders with same for their direct reports. 

  • Monitor phone interactions to ensure quality of service (as appropriate). 

  • Participates in Sales meetings and briefings for select opportunities. 

  • Work with BRC Unit Team Leaders to report trends identified from review of call records to the insurance carrier and/or the account manager. 

  • Monitor overall levels of open calls and work with BRC Team Leaders 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 BRC Team Leader meetings and ensure unit level meetings are occurring consistently and that training opportunities at a national level across BRC units. 

  • Act as resource and escalation point for Team Leaders. 

  • Work with IT and National EB Operations Manager on systems and system development. 

  • Notifies National Director of EB Operations of any escalated issues pertaining to interactions within the Benefit Resource Center. 

  • 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 National Director of EB Operations. 

  • Hone and develop appropriate workflows to ensure efficiencies. 

  • Ability to travel as needed 

Knowledge, Skills and Abilities:

  • Preferred 4 years claims resolution experience or related call center 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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