Member Services Team Lead

Businessolver

Leads Member Services team at Businessolver, ensuring client satisfaction. Supervises operations, staffing, and problem resolution in a dynamic remote environment.

Posted 6/24/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $46,000 - $65,000 per yearWebsite

About the role

Key responsibilities & impact

Supervise a team of Member Advocates (phone agents) and Processors focusing on daily operations to include staffing, problem resolution, reporting and quality assurance
Assist in the hiring, training and development of all new team members
Handle and resolve escalated caller inquiries
Assist with inbound and outbound calls during peak times to maintain services levels
Assist with producing reports and providing statistical information to management as requested
Conduct audits within the team to identify and implement workflow efficiencies
Perform and oversee quality review feedback with team members
Monitor workflow and department processes to improve call handling, system knowledge and communication skills, ensuring quality performance metrics are met
Consult with management to improve effectiveness and efficiency of workflow and communicate trends and escalated issues as appropriate
Ensure that all regulatory requirements are met and comply with internal policies and procedures

Requirements

What you’ll need

3+ years leadership experience within Employee Benefits Administration, or related industry (i.e. insurance providers, insurance brokers etc.), required
Bachelor’s degree or equivalent
Proven customer service experience with excellent phone etiquette and communication skills
Experience with COBRA Administration, Verification Services, Retiree Services, & Document Fulfillment is ideal
Excellent problem solving skills to resolve client service and departmental issues.
Demonstrated leadership skills with the ability to provide team with a clear sense of direction.
Ability to motivate and coach staff in a team environment
Strong interpersonal and organizational skills to handle multiple tasks
Ability to use Windows and Internet web-browsing applications
Benefit Administration experience / life and health license a plus

Benefits

Comp & perks

This role is eligible to participate in the annual bonus incentive plan.
comprehensive benefits package which can be viewed here: https://businessolver.foleon.com/bsc/job-board-businessolver-virtual-benefits-guide/

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

COBRA AdministrationVerification ServicesRetiree ServicesDocument FulfillmentBenefit Administration

Soft Skills

leadershipproblem solvingcommunicationinterpersonal skillsorganizational skillsteam motivationcoaching

Certifications

Bachelor’s degreelife and health license