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Customer Service Team Supervisor

2 months ago

Miami, Florida, United States FBMC Benefits Management Full time
Position Overview

Are you a dedicated professional with a strong focus on customer satisfaction? This role is ideal for individuals who thrive in collaborative environments and are passionate about making a positive impact. At FBMC, we pride ourselves on delivering exceptional service and fostering a proactive, enthusiastic, and values-driven culture.

About Us...

FBMC Benefits Management Inc. is a privately held, employee-owned organization specializing in comprehensive employee benefits management and consulting. Our mission is to Protect our clients by crafting and delivering Innovative employee benefits that yield Quality results. With over 40 years of experience, we are committed to understanding our clients' needs and providing high-quality, user-friendly products. We also believe in giving back to our communities, donating 1% of our annual revenue to various charitable organizations.


We are looking for candidates with outstanding interpersonal skills who excel in a customer-centric environment. If you are passionate about delivering top-notch service and assisting others, this position is tailored for you.


Role Summary: The Team Leader is responsible for overseeing Account Representatives and providing daily support to clients and members, ensuring an exceptional client service experience. Under the guidance of the Account Executive or Senior Account Manager, they will assist in the implementation of new business initiatives.

Key Responsibilities:

  • With limited direction from the Account Executive or Account Manager, facilitate client enrollment, project management, and field enrollment coordination. This includes gathering necessary materials for training and implementation and may involve acting as a benefits educator during client meetings.
  • Collect and analyze claim data from carriers on a regular basis, presenting findings in a reportable format to identify trends and areas of concern for Account Managers and Executives.
  • Collaborate with the Market Resources Department to obtain and assess carrier and vendor quotes, ensuring that materials align with client requirements during the RFP process.
  • Assist in preparing client deliverables, including stewardship reports, communication pieces, RFP responses, renewal presentations, proposals, and scope of work reviews, adhering to FBMC processes and client specifications.
  • Ensure timely and professional servicing of client accounts, documenting interactions in the designated CRM, and supporting project management with accurate updates.
  • Lead training sessions for Service Center Agents or external vendors on enrollment and benefits education for members.
  • Provide assistance and education to employees regarding various benefit programs, including Medicare, medical, and other employee benefits.

This job description is not intended to encompass all responsibilities of the position. Incumbents may be required to follow additional instructions and perform related duties as assigned by management.

Required Skills and Qualifications:

To excel in this role, candidates must meet the following qualifications:

  • Proven customer service skills with the ability to communicate effectively both verbally and in writing.
  • Experience in fast-paced environments, demonstrating professionalism and tact under pressure.
  • Strong problem-solving abilities, with attention to detail and analytical thinking.
  • Excellent numerical skills.
  • Exceptional organizational skills, capable of prioritizing tasks, managing multiple projects, and meeting deadlines.
  • Strong interpersonal skills to work independently and collaboratively with diverse team members.
  • A positive attitude and a commitment to embodying FBMC's mission, vision, and values.

Minimum Educational and Experience Requirements:

  • High School Diploma or GED.
  • A minimum of 5 years of experience in employee benefits insurance, claims processing, data management, or medical office settings.
  • Possession of a valid State Life/Health 2-15 license is required.
  • Familiarity with employee benefits programs, including consulting in medical, dental, vision, life, disability, and other related products.
  • Proficiency in Microsoft Office Suite and CRM applications, with the ability to quickly learn new technology platforms.
  • Bilingual candidates are preferred.

ARE YOU READY TO MAKE A DIFFERENCE? APPLY TODAY

FBMC Benefits Management Inc. is an Equal Opportunity Employer, committed to providing equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, marital status, genetics, veteran status, or sexual orientation. We strive to employ and promote the most qualified individuals while adhering to all federal and state civil rights laws.