H&B Support Specialist Team Lead (Remote)

Position Summary:

The Support Specialist Team Lead is primarily responsible to provide live, real-time assistance to call center support specialists, including but not limited to providing guidance in a digital work environment and being first-point of contact for all team members. The Team Lead is also the first point for resolving escalated customer issues, which may include speaking to the accountholder or member, researching the reason for escalation, owning the resolution, and providing feedback and recommendations to the business. This role is also responsible for coaching/mentoring and refresher training of all members of the Support Department. This role may also be asked to provide feedback, conduct testing related to the implementation of new technology, software applications and product offerings. The Team Lead position assists in the review of all internal Policies and Procedures and training materials. Through verbal and written communications, the individual in this position develops, strengthens, and maintains a positive relationship with our accountholder team members, and firm associates.

 

Duties & Responsibilities:

• Assist Support Manager in monitoring activities of the Support team including but not limited to:
• Providing front line assistance to the team
• Being the first point for escalation and providing de-escalation coaching to team members
• Helping the team meet their quality and survey goals
• Meeting established service levels
• Coaching/Training team members, including providing feedback for mid-year and annual performance reviews.
• Design and test new product offerings and new software applications.
• Providing backup support for employees and managers
• Maintain a positive work atmosphere with the team and internal departments.
• Review and resolve complex accountholder requests
• Assist in updating, and reviewing internal Policies and Procedures
• Guide Team members to utilize Digital Coach tool in their workflow
• Manage escalated client calls and assist managers with following up with account holders
• Provide answers to client inquiries regarding Inspira’s products, services, and fees
• Provide direct feedback to team members on areas of opportunities to enhance services provided to the accountholder. Participate in providing feedback for mid-year and annual reviews.
• Utilize sound judgment to escalate issues that may require intervention of the manager
• Provide answers to accountholder inquiries regarding Inspira’s products, services, and fees.
• Maintain a professional approach to client service, consistent with Inspira’s protocol and service levels.
• Recommend and implement ways to improve efficiency, survey results, and quality.
• Manage special projects
• Other duties as assigned

 

The typical schedule for this position is Monday through Friday from 8 a.m. ET to 4:30 p.m. ET or from 9 a.m. ET to 5:30 p.m. ET, and Saturdays from 8 a.m. ET to 6 p.m. ET, subject to modification by the Company due to business needs.

 

Monday through Friday:

• Pacific Time (PT): 5 a.m.–1:30 p.m. or 6 a.m.–2:30 p.m.

• Mountain Time (MT): 6 a.m.–2:30 p.m. or 7 a.m.–3:30 p.m.

• Central Time (CT): 7 a.m.–3:30 p.m. or 8 a.m.–4:30 p.m.

• Arizona Time: 5 a.m.–1:30 p.m. or 6 a.m.–2:30 p.m.

Saturday:

• Pacific Time (PT): 5 a.m.–3 p.m. PT

• Mountain Time (MT): 6 a.m.–4 p.m. MT

• Central Time (CT): 7 a.m.–5 p.m. CT

• Arizona Time: 5 a.m.–3 p.m.

Note: Arizona does not observe Daylight Saving Time. During Daylight Saving months (spring–fall), Arizona aligns with Pacific Time; during standard time (winter), it aligns with Mountain Standard Time.

Qualifications

Education & Experience:

• High School Diploma or equivalent required
• Bachelor’s degree preferred
• 5-7 years of experience in customer service/call center required
• 5+ years of experience in financial services industry preferred

Skills & Abilities:

• Demonstrated knowledge and experience with reimbursement accounts like Flexible Spending Accounts (FSA), Healthcare Savings Accounts (HSA) COBRA (H&B) required OR Demonstrated knowledge and experience with Retirement Accounts and IRS rules and regulations (R&W) required
• Experience with Salesforce/Service Cloud required
• Working knowledge of trust accounting systems, including some familiarity with investments (R&W) preferred
• Bilingual language skills are pr