Team Leader | Billing

Position Summary

Working in a high volume, multi-tasked, goal oriented, team atmosphere, this position is responsible for driving results through direct reports by creating an environment which provides quality and customer satisfaction. This includes establishing and tracking progress towards objectives, quality monitoring, providing performance and quality feedback for employee development, motivating, coaching, training and problem solving. The Team Leader also assists the manager with daily team operation and administration.

Essential Duties and Responsibilities 

• Ensure all problems, processing and inquiries are handled efficiently within established time frames/work standards.
• Provides daily direction and supervision to team to ensure service standards are achieved.
• Maintains availability as key departmental resource for company guidelines, department procedures, specified workflows and assigned projects.
• Work in partnership with stakeholders and US Assure’s corporate vision and mission.
• Consult with manager regarding progress toward goals, production levels, quality levels, staffing needs and procedural changes.
• Assists manager with setting performance and quality expectations.
• Conducts performance and quality monitoring, and provides feedback and coaching on a regular basis to team members.
• Assists manager in writing and administering performance reviews and addressing disciplinary and/or performance issues according to US Assure policy.
• Assists manager in interviewing candidates for employment and assessing organizational fit.
• Ensures employees receive appropriate training and necessary resources to perform their jobs.
• Performs forecasting and review of employee schedules to ensure adequate staffing levels and resource allocation.
• Performs on-the-job training and classroom instructions as appropriate for technical and non-technical competencies.
• Assists manager with payroll administration for department, including the recording of paid time off (PTO), overtime and employee leave.
• Utilize company systems to enter all transactions while maintaining production and quality standards.

Other Duties and Responsibilities

Performs other duties as assigned in order to meet business needs. Includes functions normally performed by persons holding this title.  However, these functions may be reassigned to other employees as part of a “Reasonable Accommodation” under the ADA.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty, satisfactorily. The requirements listed below are representative of the knowledge, skills and or licenses, and/or abilities required.

Knowledge 

•  Professional knowledge of customer service techniques and call center and coaching principles.
• Professional knowledge of the property and casualty insurance industry.
• Professional knowledge of company products and programs, procedures, eligibility guidelines and business rules.
• Professional knowledge of financial management practices.
• Maintains appropriate working knowledge of company systems and processes, accepted business software to include mainframe, Internet and phone systems.
• Professional working knowledge of Microsoft Office software with emphasis on Word, Excel, and PowerPoint.

Education and/or Experience and Abilities

• Bachelor’s degree or equivalent industry and/or leadership experience within a customer focused environment, required.
• Completion of insurance industry specific courses and/or designations, preferred.
• Florida resident (220) General Lines Agents License, preferred.