Manager, Customer Service - IntelliScript (Remote)

What We Do

Milliman IntelliScript is a group of a few hundred experts in fields ranging from actuarial science to information technology to clinical practice. Together, we develop and deploy category-defining, data-driven, software-as-a-service (SaaS) products for a broad spectrum of insurance, health IT and life sciences clients. We are a business unit within Milliman, Inc., a respected consultancy with offices around the world.

Candidates who have their pick of jobs are drawn to IntelliScript’s entrepreneurial and collaborative culture of innovation, excellence, exceptional customer service, balance, and transparency. Every single person has a voice in our company, and we challenge each other to push the outer limits of our full, diverse potential. And, we’ve shown sustained growth that ensures you’ll have room to grow your skillset, responsibilities, and career.

Our team is smart, down-to-earth, and ready to listen to your best ideas. We reward excellence and offer competitive compensation and benefits. Visit our LinkedIn page for a closer look at our company, and learn more about our cultural values here.

Milliman invests in skills training and career development and gives all employees access to a variety of learning and mentoring opportunities. Our growing number of Milliman Employee Resource Groups (ERGs) are employee-led communities that influence policy decisions, develop future leaders, and amplify the voices of their constituents. We encourage our employees to give back to their varied professions, including leadership in professional organizations. Please visit our website to learn more about Milliman’s commitments to our people, diversity and inclusion, social impact, and sustainability.

 What this position entails

Milliman, Inc. is recognized as a top firm that provides data, products, and professional services to the insurance industry. IntelliScript is a practice within Milliman that provides health and life insurers with real-time data and underwriting decision support tools via software-as-a-service (SaaS). IntelliScript offers an innovative suite of products which interpret and deliver electronic medical data (such as prescription histories, diagnoses, treatment data, etc.) to help our clients make effective underwriting and pricing decisions. Our company offers a unique entrepreneurial culture that also promotes work / life balance. IntelliScript has enjoyed consistent growth and is the leader in the markets we serve.

The Operations team sits at the hub of all IntelliScript divisions (e.g., IT, Data Analytics, Account Management, Sales, and Product). This team is ready to grow again due to the increasing volume of calls from insurance policy applicants.

What you will be doing

The Manager of Customer Service is responsible for overseeing and leading a team of Customer Service Administrators, ensuring effective communication and processing of consumer inquiries and requests. Key responsibilities include:

• Coach and mentor the customer service team to ensure prompt and professional responses to applicants’ inquiries via phone and email.
• Oversee the processing of FCRA requests and inquiries, ensuring efficient handling of high volumes.
• Maintain service level agreements (SLAs), turnaround times, and high levels of consumer satisfaction.
• Directly manage and resolve escalated situations and complex cases.
• Maintain oversight of daily operations, including monitoring key metrics, managing daily volume, and ensuring appropriate resourcing.
• Develop and implement process improvements to enhance the efficiency and quality of customer service operations.
• Take ownership of additional projects and initiatives as needed, supporting continuous improvement and professional development within the team.

Responsibilities may expand to strategic initiatives and cross-functional projects as experience and organizational needs evolve.

What we need

• High school diploma or GED required
• Intermediate proficiency in Microsoft Word, Excel, and Outlook
• Minimum of 5 years of customer service experience, preferably in a phone-based environment
• At least 5 years of administrative experience

What you bring to the table

• Strong leadership skills and ability to coach team members to their best performances.
• Adapts quickly to established processes and consistently meets project deadlines.
• Effectively analyzes issues and presents clear, actionable r