Employer Services, Team Lead

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Our people make all the difference in our success.

About the Team/Role

Employer Services,  Team Lead

A Team Lead is responsible for leading COBRA and Benefits Account Management teams that own day to day client and partner emails, calls, and annual renewals. A  Team Leader needs to be proactive in responding to Partner and Employer Group concerns related to changing regulations, product updates and potential service concerns. Additionally, they should have strong leadership and people management skills, with a proven ability to attract, develop, mentor, and retain top talent while coaching areas of improvement. 

How you'll make an impact

Team Support    

• Coach, develop and mentor Account managers on all aspects of employer and partner service delivery.

• Proactively manage team resources and staffing needs by evaluating both current and future state needs against current capacity.

• Own interviewing, onboarding, team scheduling, and time card management.

• Provide ongoing feedback to direct reports, that includes regularly scheduled team meetings, 1:1 meetings,  goal setting and annual performance reviews.

• Work with peers to own and resolve issues on their assigned teams and escalate to leadership where necessary.

• Communicate job expectations and establish individual and team goals and objectives that align with the company’s strategic goals including client retention, revenue, and employee engagement.

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Continuous improvement

• Ensure that the team is performing at their highest level and demonstrating the ability to effectively work with others, while meeting and exceeding all quality expectations, metric expectations,  and  service level agreements.

• Initiate and drive process improvements and outline best practices to build team efficiencies. 

• Collaborate on solutions across functional teams and departments through change management meetings, root cause analysis, and information sharing.

• Create training material and facilitate team level training.

• Create and document processes and workflows.

• Own monthly team productivity, renewal,  and quality reporting.

Client and Partner Support

• Resolve Employer and Partner Escalations. Partnering with internal teams as needed

• Proactively inform leadership of project status and issues as they arise across clients.

• Monitor call and email volume to ensure SLAs are being met.

• Review and understand client scopes of service including Service Level Agreement (SLAs).

• Be educated on internal product roadmaps and continuously assess client needs and feedback against service offerings.

• Facilitation of Partner/Client OnePoint relationships.

• Demonstrate WEX Values and Leadership behaviors    

• Ensure privacy according to HIPAA, HITECH, Red Flag Rules and other regulations

• Other duties as assigned

Additional job duties and responsibilities may arise and the Team Leads are expected to perform these additional tasks as assigned. 

Experience you'll bring

• 3-5 years of service experience working in a client facing role

• Management, Supervisory, or Team Lead experience

• Bachelor’s Degree in Business, Technology, or Healthcare related field-preferred.

• Excellent written and verbal communication skills with the ability to effectively interact with Partners, Employers, and internal teams.

• Ability to work in a professional, fast-paced environment.

• Motivated self-st