COMPANY OVERVIEW
U.S. Retirement & Benefits Partners (USRBP) is an independent national financial services firm specializing in public school, governmental and corporate employee benefits plans and employer-sponsored retirement plans. The business was formed in 2008 and today is the largest independent specialist serving the K-12 market with over two million clients nationally. USRBP is the market leader with our dominant position in the educational and government sectors. https://usrbpartners.com/
USRBP is looking for a Participant Services Supervisor for one of our Call Centers https://www.usenrollmentservices.com/benefitscenter/ located in:
- Harrisburg, PA
- Lakeland, FL
Position Overview:
Reporting to the Director of Participant Services. The Participant Services Supervisor is primarily responsible for the day-to-day oversight and operations of a team of 13 - 15 Associates, ensuring its staff provide efficient, high-quality customer service to clients on a consistent basis. The ability to work in a fast-paced and deadline driven environment is essential.
The candidate must have the knowledge and skills to successfully lead a segment of the Participant Services Team. This position provides day-to-day leadership and coaching of Participant Services Associates so that they are successful in exceeding expectations regarding customer plans and benefits.
Responsibilities:
- Monitor team performance, assist with hiring, identify training opportunities, and provide coaching to improve performance.
- Review, implement, and enforce call center policies and procedures.
- Demonstrate leadership, ownership, development oversight, and performance accountability for a designated team of Participant Services Representatives.
- Conduct weekly 1:1 coaching sessions with team members to track professional development, address performance opportunities, and monitor progress/provide guidance on achieving performance targets.
- Monitor, coach, and reinforce team accountabilities, Quality Assurance expectations, and other issues as they arise.
- Actively monitor and take action on counseling and disciplinary actions (i.e. corrective action).
- Handle complex customer inquiries and escalations and ensure they are seen through to resolution.
- Coordinate team scheduling and ensure adequate coverage exists to manage call volume effectively.
- Through strong listening skills answer participant and questions from the team in a timely, accurate manner.
- Have a thorough understanding of all product offerings in order to accurately respond to escalated queries and assist the team.
- Assist in training development and facilitation in partnership with the business partners Learning & Development department.
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the business.
- Ability to provide professional and articulate written and verbal communication.
- Must routinely meet daily, weekly, and monthly deadlines. Maintain a pleasant, patient, and friendly attitude during all internal and external interactions.
Qualifications:
- Must have 3-5 years of successful leadership experience working in a fast-paced call center environment.
- The ability to develop and motivate staff to meet or exceed established goals and metrics.
- Ability to work and make decisions in a timely manner both independently as well as collaboratively with team members that are in the best interest of the client and the company.
- Competent in reading, analyzing, and interpreting statistical data and reporting on data as needed.
- Consistently maintain a positive, approachable, and friendly attitude.
- Regular attendance is required.
- Proven capabilities with a thorough understanding of all system applications including all Microsoft Office Applications.
- Retirement industry experience preferred with exposure to retirement fund types (403b, 401k, 457 or 401a funds), Health Reimbursement/Flexible Spending Account experience (medical billing, EOB’s, 213 eligible medical expenses, FSA debit cards, Dependent care eligibility).
- Working knowledge of IRS retirement regulations.
- Ability to measure KPI’s.
- Solid understanding of all plan offerings and guidelines.
- Ability to interact effectively with all levels of staff.
Essential Physical Requirements:
- Ability to read, analyze and interpret written information such as procedure manuals, Company communications or governmental regulations.
- Ability to frequently use hands to use keyboard and mouse, handle papers, and write.
- Occasional travel may be required.
- While performing the duties of this job, the employee is required to stand and sit, which may be restricted to the employee’s workstation, talk, and hear.
- Specific vision abilities required by this job include close vision requirements due to substantial amount of computer work.
- Regular, predictable attendance is required.
Job Types: Full-time, Permanent
Pay: $50,000.00 - $65,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Weekly schedule:
Work setting:
Experience:
- Call center management: 2 years (Preferred)
Ability to Commute:
- Harrisburg, PA 17110 (Preferred)
Work Location: Hybrid remote in Harrisburg, PA 17110