National BRC Manager
USI Insurance Services
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Azienda: USI Insurance Services None
Esperienza: Esperienza manageriale richiesta
Titolo di studio: Laurea preferita
General Description: Responsible for the management of the Houston Benefit Resource Center (BRC) and oversight for BRC locations in other cities.
Responsibilities:· Hands on management of Houston BRC Team (10+ Benefit Specialists) hire, develop, train and team performance in accordance with the BRC Standards. · National Leadership responsibilities for the other BRC locations across the country. · Responsible for full-cycle management and development of BRC Team Leaders and team members.
Team Leaders are located across the US and quarterly face-to-face visits are required. · Develop and deliver training and training tools consistently for all BRC units. · Ensure standards, operational processes, training opportunities, and management is occurring across all units. · Ensure the BRC services are communicated, implemented, and valued through regular engagement with USI Account Management teams. · Develop, communicate, and implement educational information and sales tools for the USI service and sales teams. · Collaborate with Team Leaders to develop shared resources and process. · Prepare, analyze, and deliver national and regional reports on BRC performance.
Includes overall, unit, and associate performance. · Review open calls and phone interactions.
Ensure accurate, timely responses, and quality service. · Oversee team member workload and appropriate staffing levels. · Participate in meetings and briefings for select opportunities. · Collaborate with Team Leaders to identify trends.
Report them to the insurance carrier and/or the Account Manager. · Develop and fine-tune appropriate workflows to ensure efficiencies.
Implement changes when needed. · Function as resource and escalation point for Team Leaders. · Develop effective interdepartmental communication strategies to foster team behavior. · Work with IT and National EB Operations Manager on systems and system development.
Knowledge, Skills, and Abilities:· Prior claims resolution experience or related call center experience preferred. · College degree preferred. · Must hold or be willing to earn life and health insurance license. · Prior managerial experience required. · Formidable team leadership abilities. · Comfortable with internet-based programs, Microsoft Office products, and call tracking systems. · Strong attention to detail and ability to self-check work. · Excellent time management skills. · Excellent problem-solving skills. · Able to energize and motivate others. · Strong verbal and written communication skills. · Forty percent (40%) travel to other BRC locations. #LI-CG1#LI- Onsite*LI-CG1 #J-18808- Ljbffr
✔ USI Insurance Services