Employee Response Center Team Lead

Higginbotham, a privately held, independent insurance and financial services firm that ranks within the top 20 nationwide, has an immediate opening for anERC Team Leadfor ourFort Worthoffice.
Summary: Responsible for ensuring the ERC team has the knowledge, tools, and resources to serve employees and employers. This individual will create and maintain best-practice approaches and documentation, evolve processes, and provide input to the production management function while driving innovation, process improvement, and knowledge management. Manage IVR systems, ERC queues, and employee training. Works with a variety of enrollment systems and tools including paper and electronic. Take employee calls as needed during peak volume time. Backup for COBRA Administration. Additional administration as needed.
Essential Tasks:

• Lead and manage ERC Team of Benefits Specialists, projects, and processes across a variety of teams throughout Higginbotham.
• Maintain documentation, spreadsheets, products, and services as requirements change each year or as often as needed (this includes best practice documentation, requirements document in EPIC, rates, permissions, field or client options, letter text, project plans, BOB, etc.)
• Serve as a subject matter expert by helping to manage and provide technical guidance during Open Enrollments, renewal updates, financial worksheets, mandated special projects, managing ongoing maintenance and or updates to client plans and materials; audit and test plans and materials. Drive continuous process improvements
• Create and/or assist with the creation of ERC/Customer Service process and training documentation and manual.
• Conduct billing reconciliation when applicable; working with finance and the EPIC team.
• Assist ERC Leadership, Account Managers/Producers in the setup and maintenance of required ERC library
• ERC Implementation - new and renewed
• Coach and mentor team members, and internal Higginbotham resources; new hires to assist with onboarding and training, such as Newbies.
• Ensure each team member maintains a General Lines Life & Health Insurance License and refresher training is held annually.
• Seek global solutions that will help deliver a seamless best practice solution across Higginbotham.
• Assist in business development, account management, and marketing activities.
• Strategic planning and technology improvements
• Proactive internal/external communications.
• Assist Leadership with creating and maintaining documentation for transition to new platforms; i.e. EPIC, Monday.com, and new partnerships/acquisitions.
• Work with team in regards to researching and resolving Account Manager and client inquiries regarding system and process issues/improvements.
• Train clients and co-workers on new and existing system features and services.
• Maintain a thorough understanding of all internal systems to respond to general and specialized internal/external inquiries and escalations.
• Assist ERC Leadership with Queue Call Analytics and EPIC Activity Reports.
• Provide weekly/monthly/annual reporting as applicable
• Strong knowledge and understanding of Call Reporting software
• Weekly 1:1 with direct reports
• Test new and existing system functionality to ensure accuracy of system configuration.
• Other task as assigned

Experience and Education:

• Five (5) or more years of employee benefits, insurance experience, and customer service in/business/industry experience are required
• Must have current / Active General Lines Life & Health Insurance License
• Must be Bilingual / Spanish
• Five (5) or more years of management experience

Specific Knowledge, Skills and Abilities:

• Computer proficient
• Thorough knowledge of employee benefits, COBRA administration, and insurance and operations
• Maintain appropriate licenses for advising employees on insurance products.
• Good working knowledge of COBRA administration a plus.
• Must be a good communicator both orally and written.
• Excellent writing and grammar skills
• Ability to create, copy, edit, save & send using Word, Excel & Outlook
• Ability to type and talk at the same time and navigate through multiple screens
• Must be comfortable working in various software programs at the same time.
• Must be organized and detailed oriented, self-motivated but not afraid to ask questions.
• Needs to be comfortable working with all types of people and on multiple projects simultaneously.

Location:

• Fort Worth, TX
• In Office

Compensation:

• Competitive Compensation depending on applicable experience

Perks & Benefits:

• Generous employee benefits package which includes a robust wellness program
• Employee Ownership Opportunities
  
  • Career progression opportunity - the potential for growth within the company