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National BRC Manager


CT - Meriden, TX - Houston

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General Description: Responsible for the overall management of the Benefit Resource Center (BRC) unit and management of BRC Team Leaders.

Responsible for full-cycle management and development of BRC Team Leaders and team members. Team Leaders are located across the US and quarterly face-to-face visits are required. 
Develop and deliver training and training tools consistent for all BRC units. 
Ensure standards, operational processes, training opportunities, and management is occurring across all units. 
Ensure the BRC services are communicated, implemented, and valued through regular engagement with USI Account Management teams. 
Develop, communicate, and implement educational information and sales tools for the USI service and sales teams. 
Work with Team Leaders to develop shared resources and process. 
Prepare, analyze, and deliver national and regional reports on BRC performance. Includes overall, unit, and associate performance. 
Review open calls and phone interactions. Ensure accurate, timely responses, and quality service. 
Oversee team member workload and appropriate staffing levels. 
Participate in meetings and briefings for select opportunities. 
Work with Team Leaders to identify trends. Report them to the insurance carrier and/or the Account Manager.
Develop and fine-tune appropriate workflows to ensure efficiencies. Implement changes when needed.
Act as resource and escalation point for Team Leaders. 
Develop effective interdepartmental communication strategies to foster team behavior.
Work with IT and National EB Operations Manager on systems and system development. 

Knowledge, Skills and Abilities:
Prior claims resolution experience or related call center experience preferred. 
College degree preferred. 
Must hold or be willing to earn life and health insurance license.
Prior managerial experience required. Strong team leadership abilities. 
Comfortable with internet-based programs, Microsoft Office products, and call tracking systems. 
Strong attention to detail and ability to self-check work. 
Excellent time management skills. 
Excellent problem-solving skills. 
Able to energize and motivate others. 
Strong verbal and written communication skills. 
Able to travel as needed.


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