Employee Benefits Customer Service Manager

Company: CalNonprofits Insurance Services
Location: Santa Cruz
Posted on: March 16, 2020

Job Description:

Enthusiastic. Hardworking. Caring. Engaging. Knowledgeable. Successful. These are just some of the characteristics which describe our team members at CalNonprofits Insurance Services.
We are searching for our next Employee Benefits Customer Service Manager. This is a key position that reports to the Director of Employee Benefits.
This person is responsible for management of the Employee Benefits Customer Service Team and Assistants. They will promotes an environment of strong and progressive customer service standards to meet customer satisfaction and retention goals. Primary Responsibilities

• Supervise the work of customer service staff to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
• Resolve customer complaints and answer customers' questions regarding policies, procedures, and claims issues; writing effective appeals letters when necessary.
• Maintain thorough knowledge of subjects necessary to provide expert customer service and guidance to team (e.g. COBRA, Section 125, HSA, HRA, Affordable Care Act, etc.).
• Explains the plan advantages and disadvantages and can compare plan benefits.
• Implement corporate or departmental policies, procedures, and service standards in conjunction with management.
• Develop and coordinate renewal and compliance procedures for team.
• Oversight of administrative systems and databases used by teams, including but not limited to forms tracking, online benefits administration, functions within carrier portals, etc.
• Research, compile, and prepare reports, manuals, correspondence, or other information required by management.
• Design, implement, or evaluate staff training and development programs, customer service initiatives, or performance measurement criteria.
• Train or instruct employees in job duties or company policies or arrange for training to be provided.
• Evaluate employees' job performance and conformance to regulations and recommend appropriate personnel action.
• Discuss job performance problems with employees to identify causes and issues and to work on resolving problems.
• Recruit, interview, and select employees.
• Prepare and issue work schedules, deadlines, and duty assignments for office or administrative staff.
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work.
• Develop or update procedures, policies, or standards.
• Maintain strong, professional working relationship with insurance carriers and MGAs.
• Conduct and accompany/assist staff with on-site presentations/renewal meetings as needed.
  Knowledge/Skills requirements:
  • Complex Problem Solving and Troubleshooting skills
  • Exceptional Customer Service and Customer Focus
  • Personnel, Human Resources, Education and Training
  • Strong technology aptitude and computer skills
  • Strategic and Critical Thinking abilities
  • Able to juggle many projects and competing deadlines
    Education and Experience:
    • 5+ years of employee benefits insurance
    • 2+ years supervising the operations and support staff of a departmental unit
    • Bachelor's Degree in Business Administration, other appropriate field or equivalent experience
    • Proficiency in MS Excel, Word and Outlook
    • Superior customer service skills
    • Excellent verbal and written communication
    • California Life & Health Insurance License Required
    • Valid California Driver's License with satisfactory insurance and driving record required
      Additional consideration given for experience in working or volunteers in the nonprofit sector or insuring nonprofits.
      BENEFITS: We know our employees are our number one asset and we show it! We offer a 7-hour workday and great benefits including: medical, dental, vision, life, chiropractic, acupuncture, 401k plan, paid holidays, PTO and MORE.
      BACKGROUND CHECKS: Criminal / Credit and Previous Employment reference checks will be completed.
      Are you ready to join our team? To apply - please follow this link to take our skills tests and assessments (approximately 60 minutes) and upload your resume and cover letter:
      EOE

Keywords: CalNonprofits Insurance Services, Santa Cruz , Employee Benefits Customer Service Manager, Executive , Santa Cruz, California