Apply on
Full Job Description
The Manager, Member Services, reports to the Director, Member Services, and is responsible and accountable for the management of the call center and supports the delivery of excellent and highly engaging service, ensuring member and employer satisfaction and an understanding of the full value of the Benefits Plan and Assistance Program. The Manager, Member Services, will lead a team of Service Representatives, guiding them in delivering optimal service aligned with the Board’s role and purpose, and coaching and supporting their professional growth and development.
This role is hybrid, and is required to work on-site at least three days each week at the 2000 Market Street office in Philadelphia.
What you will do:
Manage the work and performance of a team of primarily remote employees who serve in a customer service operation with a focus on providing prompt, accurate, and quality service to Benefits Plan members.
Interact with members to respond to call escalations and questions from across Plan Operations and monitor Cisco Finesse and all member service channels to ensure service levels are met.
Collaborate with Plan Operations’ management team to align with business plans and service delivery goals.
Ensure plan members receive optimal and consistent service by reviewing the quality of the service team’s conversations with members, and by creating accountability through coaching with the goal of sustained outcomes.
Identify service opportunities that will support effective business processes, procedures, and solutions to drive a culture of continuous improvement in service delivery at all levels.
What you need to succeed in the role:
10 or more years’ experience in a benefits administration environment, knowledge of employee benefits, required.
5 years’ experience as a customer service or client services manager in an employee benefits, hospitality, consulting or equivalent environment.
Demonstrated ability to lead, motivate, and develop staff, fostering a culture of accountability, professional development, high performance, and customer-focus.
Demonstrated ability to think strategically, plan, and execute multiple, complex projects.
Demonstrated leadership, with proven, progressive people management experience, preferably remote and hybrid service team experience.
Strong understanding of leading customer service concepts, customer experience, and delivery methods.
An ability to consistently meet goals for operational effectiveness, including established production and accuracy standards.
Excellent writing, editing, and communication skills with an ability to comprehend, interpret, and communicate medical and benefits information in lay-person’s terms.
An ability to work on-site at least three days a week the 2000 Market Street office in Philadelphia.
An ability, interest and desire to stay current on employee benefits and emerging customer care trends via seminars, industry literature, and formal training and development.
We offer a generous benefits package for eligible employees.
Medical, dental, and vision coverage.
403(b)(9) retirement savings plan.
Defined benefit pension plan.
Generous paid time off, including personal leave, sick time, and holidays.
Employer-paid death benefits with opportunities to purchase additional coverage
Employer-paid short-term and long-term disability coverage.
Tuition assistance.
Discount programs on entertainment, travel, and more.
Employee Assistance Plan and other health and well-being resources.
Access to the Board’s education and grant assistance programs.
Satisfaction gained from working for a service-oriented employer.
Volunteer and other service opportunities in the community at large.
Our recruiting process is simple.
If you’re interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.
The Board of Pensions is a COVID-19 vaccination required employer.
We are an Equal Opportunity Employer.
The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an Equal Opportunity Employer. We value diversity, equity, and inclusion and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.
View our Together Apart video and see and hear from prospective colleagues at the Board of Pensions.