Lead Verification Representative

The Opportunity... We are seeking an experienced Lead Verification Representative to manage a team of Verification Representatives in our growing Insurance Services Division. This role is crucial in ensuring high-quality standards across all verification processes, supporting a remote team that pre-qualifies insurance-seeking customers and transfers them to licensed agents. As a Lead Verification Representative, you will work closely with the Sr. Call Center Manager to maintain operational excellence and drive team performance.

How You'll Contribute...

• Oversee and support a team of Verification Representatives to ensure quality and accuracy in call pre-qualification and customer transfers.
• Monitor live calls and provide real-time guidance and feedback to ensure adherence to scripts and quality standards.
• Review performance data, identify areas for improvement, and implement corrective actions.
• Conduct regular performance reviews, offer coaching, and manage team development.
• Assist in monitoring staffing, tracking attendance, and managing team schedules.
• Collaborate with management to assess and implement updates to scripts, systems, and client requirements.
• Take on additional projects as needed to support the overall success of the verification process.

What We're Looking For...

• Strong written and verbal communication skills with the ability to manage and motivate a remote team.
• Attention to detail and the ability to analyze and act on performance metrics.
• Organizational skills to manage multiple tasks and deadlines effectively.
• Experience with call center operations, ideally in a verification or customer service environment.
• Willingness to engage with the employees and provide feedback in a positive and encouraging manner.
• Experience with Google Docs or Microsoft Office.
• Self-starter who works well within a team, but can thrive independently as well.

Life at Centerfield...

• This job is fully remote but we prefer the candidate to reside in Texas.
• Competitive hourly rate + bi-annual bonus
• Generous PTO!
• Industry-leading medical, dental, and vision plans
• 401(k) company match plan – fully vested on day 1
• Award-winning culture & unprecedented team spirit (featured in LA Business Journal & Built In LA)
• Monthly team outings (ball games, casino night, hikes, etc.)
• Career growth – we enjoy promoting from within!