Team Lead, Call Center

2 months ago

Fort Wayne, United States Gallagher Full time
Introduction:

Discover a world of endless possibilities at Gallagher Benefit Services, where you'll have the power to shape the future of workplaces across industries. As a member of our team, you become the driving force behind positive change, helping clients build environments where employees thrive. Embrace the opportunity to impact lives, unlock potential, and create a legacy of remarkable transformation.

We believe that every candidate brings something special to the table, including you So, even if you feel that youre close but not an exact match, we encourage you to apply.

How you'll make an impact:
  • Responsible to lead, coach and train, and discipline a team of approximatly15 customer service representatives.
  • Monitor, train and coach CSRs and address any conflicts / issues / deviation from company standards or productivity with professionalism.
  • Validate the authenticity of documents that are escalated for review.
  • Coordinate with Quality Assurance Audit to ensure adequate training for the CSRs.
  • Coordinate with technical team and identified system issues for resolution.
  • Keeping managers apprised of status of assignments and issues and suggest improvements to processes to managers.
  • Preparation and distribute of monthly staffing calendar.
  • Interact with clients and/or project managers regarding reports and statistics.
  • Responsible for the issues escalation process to resolution.
  • Responsible for the appeals escalation process to resolution.
  • Handle escalated phone calls.
  • Support calls to ensure client service level agreements are met.
  • Keeping managers apprised of status of assignments and issues.
  • Follow up on outstanding issues to ensure resolution, keep the participant / project manager informed on the status of research.
  • Close out cases when complete.
  • Proactively identify potential issues and recurring problems and provide management team mitigation suggestions.
  • Proactively help other team members.
  • Responsible for client information confidentiality.
  • Monitor the Security of client information according to Personal Health Information (PHI) regulations.
  • Participate in special projects, implementations or assignments as instructed by supervisor or manager.
About you:
  • 3+ years of related work experience in insurance administration or customer service.
  • Detail oriented and good organization skill.
  • Strong organizational and time management skills.
  • Self-starter and good problem-solving skills.
  • Ability to work in a multi-task environment.
  • Strong computer skills.
  • Ability to work on a team.
  • Ability to Lead, coach, train and discipline when necessary.



Compensation and benefits:

On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits.

Below are the minimum core benefits youll get, depending on your job level these benefits may improve:

  • Medical/dental/vision plans, which start from day one
  • Life and accident insurance
  • 401(K) and Roth options
  • Tax-advantaged accounts (HSA, FSA)
  • Educational expense reimbursement
  • Paid parental leave

Other benefits include:

  • Digital mental health services (Talkspace)
  • Flexible work hours (availability varies by office and job function)
  • Training programs
  • Gallagher Thrive program elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
  • Charitable matching gift program
  • And more...

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements

Inclusion and diversity (I&D) is a core part of our business, and its embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as protected characteristics) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.

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