Compensation and Benefits Supervisor jobs in Harrisburg, PA

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:

• Monday to Friday

Work setting:

• Hybrid work
• Office

Experience:

• Call center management: 2 years (Preferred)

Ability to Commute:

• Harrisburg, PA 17110 (Preferred)

Work Location: Hybrid remote in Harrisburg, PA 17110