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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Supervises and enhances the performance of the Customer Service and New Business team ensuring issues are resolved, and administrative tasks are completed to the satisfaction of our internal and external customers by directing our day-to-day workflow and activities.

Our employees work a hybrid schedule. On the days we are not in the office, our teams are able to collaborate using video and screen sharing technology which means you'll feel like you’re part of the team while also enjoying the convenience of working from home.

At BenefitMall, an industry leading provider of benefits services, we believe that it takes great employees to build a resilient organization. Our culture is based on corporate values that focus on inclusion, trust, collaboration, and innovation to help us build a bright future. As a result of listening to our employees, BenefitMall has earned a Top Workplaces USA award three years in a row (2021, 2022, & 2023) based solely on employee feedback and insight! If you want to work for a company where employees are valued and growth is encouraged, BenefitMall could be the place.

Required Responsibilities:

• Monitor and enhance the day to day operation and performance of Customer Service and New Business teams.

• Utilize reports to monitor the workflow of teams to ensure all Service Level Agreements are met and/or exceeded; develop queries, and generate/distribute related reports, as required.

• Utilize reports to identify trends and training needs; proactively recommend action and process change.

• Develop and/or review and update Standard Operating Processes as needed in accordance with new or changed business needs; identify problems and make recommendations to management for procedural changes.

• Conduct on-going training to ensure understanding and knowledge of carrier rules and regulations.

• Assist with interviewing and hiring of staff members.

• Produce, monitor, and discuss performance reviews.

• Determine when issues need to be escalated and manage those issues.

• Provide quality post sales customer service for issues dealing with employee changes, ID card status, and effective date inquiries.

• Produce monthly metrics for customer service and new business teams.

• Manage Customer Service and New Business team’s Personal Time Off, (PTO) to ensure proper staffing always.

• Leads, schedules, coordinates, and participates in daily work, meetings, and projects relevant to the team and department, and addresses daily issues that affect the team.

• Occasional long, irregular hours.

• Physical requirements include sitting, frequently speaking and hearing, and occasionally standing, walking, bending, crawling, kneeling and the ability to lift up to 25lbs.

Required Qualifications:

• Associates degree or equivalent. Prior management experience preferred

• High School diploma or equivalent, and a minimum of two (2) years supervisory experience in the insurance industry.

• Demonstrated understanding of the insurance industry.

• Proven leadership skills.

• A good understanding of the insurance business and demonstrated understanding of call center metrics and issues.

• Strong knowledge of Microsoft Office, specifically Word, Excel, and Outlook Exchange; proficient in Internet Explorer.

• Communicate effectively with internal and external personnel, both verbally and in writing.

• Read, comprehend, and interpret job-related documents and Company policies, procedures, and regulations.

• Provide leadership and promote cooperation in a team environment.

• Provide positive customer service.

• Manage multiple responsibilities simultaneously

The annual base salary for this position is $80-90K.

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site (https://benefits.truist.com/) . Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

CRC supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC is a Drug Free Workplace.

EEO is the Law (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) Pay Transparency Nondiscrimination Provision E-Verify (https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf)

CRC Group is one of the largest wholesale and specialty insurance product distributors in the United States, providing data-driven insurance solutions for property and casualty, executive and professional, group and individual, and other specialty insurance programs. Learn more at www.crcgroup.com .