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Client Services Team Leader
2 months ago
Position Overview: The Client Services Team Leader is tasked with the oversight, development, and management of a dedicated team of Customer Service professionals. This role collaborates closely with the Policy Administration division and encompasses both leadership and managerial responsibilities. The Client Services Team Leader is expected to embody the core values of EquiTrust Life Insurance Company, which include Integrity, Leadership, Accountability, Teamwork, and Passion.
Key Responsibilities:
- Supervise and guide team members, ensuring alignment with departmental and company objectives.
- Implement effective policies and ensure accurate processing of workflows and operational functions.
- Communicate regularly with stakeholders and prepare comprehensive reports that highlight performance metrics and staffing needs.
- Make informed decisions regarding escalations and unique requests, while fostering a culture of high service standards.
- Mentor and develop team members, providing training opportunities to enhance their skills and performance.
Essential Duties:
- Manage personnel activities including hiring, performance evaluations, and employee development.
- Monitor and approve time off requests to maintain optimal staffing levels.
- Participate in setting departmental goals and action plans that align with the broader company strategy.
- Provide technical guidance and address complex issues independently.
- Analyze and report on departmental metrics to inform management decisions and workflow direction.
- Conduct quality reviews of team outputs to ensure compliance and high service quality.
- Maintain up-to-date knowledge of policies and recommend adjustments based on practical application.
- Ensure compliance with regulatory standards and internal controls.
- Facilitate regular communication within the team, sharing updates and changes effectively.
- Support cross-departmental initiatives as required.
- Embrace additional responsibilities to achieve departmental goals.
Skills and Qualifications:
- Strong analytical, organizational, and problem-solving abilities.
- Excellent verbal and written communication skills.
- Proven ability to collaborate across various functions and prioritize departmental needs.
- Capacity to manage multiple projects and meet deadlines.
- Adaptability to change and experience in facilitating team transitions.
- Proficient in Microsoft Office and other relevant technology solutions.
Experience:
- A minimum of 3 years in a supervisory role is required.
- At least 5 years of customer service experience in a contact center environment is essential.
- Experience in Life and/or Annuity call center operations is preferred.
- Background in managing multiple areas within Policy Administration or insurance operations is advantageous.
Education:
- High School Diploma or Equivalent is required.
- An Associate's Degree is preferred.
Work Environment:
- Hybrid work model.
- Minimal travel requirements.
