Enhanced Services Team Lead

This is an in-office role at our North Haven, CT headquarters and requires at least 2 years' experience managing teams within a client experience specialist, or a similar client support role.

A little about us:

ebm provides employers with solutions and services to enhance employee benefits administration. We implement and support best-of-breed benefits technology platforms and consistently deliver industry-leading client experiences. We're proud to be recognized on the Inc. 5000 list as one of the fastest-growing private companies in America.

At ebm, everyone gives 110% - we live by our motto: Technology is only as good as the team that is behind it and our Core Values:

• All in
• Own it
• Nothing impossible
• Forward momentum
• No BS
• Positive vibes only

The seat:

As ebm enters the next phase of our growth, we are looking for an Enhanced Services, Team Lead to manage and help scale our Enhanced Service department.

This position is designed for an execution-oriented individual who enjoys both strategic and tactical involvement in developing organizational processes and systems necessary for scaling. You’ll need to have the ability and desire to drive change through a high-energy, can-do attitude and must be comfortable working in a high-performance, entrepreneurial environment.

The Enhanced Services, Team Lead is responsible for overseeing the daily operations of our Enhanced Services division which includes Billing Reconciliation, Dependent Verification, e3 Concierge Call Center, and COBRA Administration services.

You will work closely with members of our Client Success team to assist with tasks and projects essential to the day-to-day servicing of our clients. The right fit to fill this seat is a quick study, radiates positivity, thrives under pressure, and is all about getting sh*t done.

Below are key items essential to success in this position:

• Champion opportunities to consistently improve the client experience
• Drive customer retention, reduce churn, and increase customer satisfaction
• Provide effective client issue resolution and handle escalations
• A high degree of accuracy and attention to detail
• Balancing quality with speed. You will frequently be dealing with tight deadlines and will be expected to get things done efficiently without sacrificing on quality; time management and prioritization are fundamental
• The ability to effectively solve complex problems, adapt to change, and deal with the unexpected. You will need to think on your feet and apply critical-thinking skills on a daily basis, and must be comfortable with frequent shifts in direction
• A positive attitude and strong verbal and written communication skills. You will often be the first experience the end users of our products have with our organization when they reach out for help, so you must have the ability to put others at ease and guide them to the appropriate resources

Your duties will involve:

• Triage, investigate and resolve issues within our Enhanced Services departments which includes performing analysis to assess root cause of complex client issues. This includes the recreating of the problem and managing the issue to closure
• Lead, manage, and develop cross-functional teams within our Enhanced Services departments to execute on operational plans and initiatives
• Ensure that company policies and procedures are being followed and that all teams within the Enhanced Services department are delivering on high standards of performance
• Oversee and actively participate within our call center & email support for employees of our clients, including technical support (such as password resets & login assistance), appointment scheduling for benefits counseling sessions, and telephonic benefits enrollment
• Oversee and actively participate in processing data for our dependent eligibility verification and carrier billing reconciliation services
• Assisting with setup, testing, and ongoing support of our benefits administration technology solutions
• Determines root cause analysis of system issues. Coordinates with direct reports to analyze issue and provide end to end resolutions.
• Performs related duties as assigned or requested

Requirements:

This is an in-office role at our North Haven, CT headquarters and requires at least 2 years' experience managing teams with a client experience specialist, or a similar client support role.

• Ability to successfully manage people
• Proficient in Excel (VLOOKUP, pivot tables, basic functionality)
• Exceptional interpersonal skills and a client-centered approach
• Bilingual is also a plus, but not required

A peek at our perks:

• Competitive salary with bonus potential
• Comprehensive benefits package: Medical, Dental, Vision, HSA, Employer-Paid Life/AD&D, Employer-Paid Short Term Disability, Employer-Paid Long Term Disability, Employer-Paid Employee Assistance Program, Voluntary Employee/Spouse/Child Life and AD&D, Voluntary Accident Insurance, Annual Wellness Subsidy
• 401(k) program with company match
• PTO 15 days annually
• 11 paid annual holidays

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• North Haven, CT 06473: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Have you previously worked in a client experience role, and is this experience clearly indicated on your resume?

Work Location: One location

Salary : $34,000 - $43,100