Greenville, South Carolina

The position is described below. If you want to apply, click the Apply button at the top or bottom of this page. You'll be required to create an account or sign in to an existing one.

Need Help?

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility (accommodation requests only; other inquiries won't receive a response).

Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Lead and is responsible for an important service function within the Flex/COBRA Practice. A senior management role reporting directly to the Practice Leader and part of Flex Practice Management Team. This is a single incumbent position.

Leadership role located in Greenville, SC, with 3 direct reports supporting an overall team of approximately 30 on-site and remote teammates, who service inbound and outbound health benefits related customer inquiries via the telephone, chat and through email correspondence. Searching for a candidate with strong leadership skills and experience in the customer contact center industry with a preference for someone with subject-matter knowledge in health benefits and consumer-driven health benefits (e.g. Flexible Spending Accounts, Health Savings Accounts).

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

  • Provides leadership and accountability in maintaining and advancing service performance for McGriff clients’ participant servicing in a contact center operation

  • Establishes, monitors, and reports on key service performance metrics

  • Stays abreast of industry trends in contact center best practices and implements change, where appropriate, to lead in industry best practices

  • Supervise the renewal process for Clients. Provide analysis, recommendation of coverage needs and pricing to present to Client as appropriate.

  • Oversight of onboarding, possible termination and servicing Client and Participant accounts maintaining appropriate plan documentation, systems records and checklists.

  • Development of efficient processes to control workflow

  • Keeps abreast of current trends, Internal Revenue Service (IRS) and Department of Labor (DOL) regulations and pronouncements and communicates these changes to the staff to promote knowledge

  • Supervise the renewal process for Clients. Provide analysis, recommendation of coverage needs and pricing to present to Client as appropriate.

  • Oversight of onboarding, possible termination and servicing Client and Participant accounts maintaining appropriate plan documentation, systems records and checklists.

  • Development of efficient processes to control workflow and produce management reports with measurement of quality and timeliness (TQM) and other work flows within the department.

  • Keeps abreast of current trends, Internal Revenue Service (IRS) and Department of Labor (DOL) regulations and pronouncements and communicates these changes to the staff to promote knowledge.

  • Responsible for the implementation of uniform procedures and processes to assure the highest quality product, development of staff through training and ongoing support involving record keeping and computer technology. Bring forward suggestions for organizational improvement.

  • Ensures compliance with SOC I, Type 2 procedures as applicable.

  • Responsible for the timeliness and quality review of work performed by staff, including audit compliance, proper offsite backup procedures, and monitoring system efficiency.

  • Responsible for tax reporting, discrimination testing and IRS Form 5500 reporting as applicable.

  • Audit of record keeping systems and third party card vendor system.

  • Assist Clients and Teammates with service questions related to administration, billing, claims issues and problem solving.

  • Develop and maintain strong Client relationships. Directly engage in disturbance handling to retain Clients working as appropriate including other McGriff Offices.

  • Provide training to Teammates to ensure effective servicing.

  • Manages staff as appropriate. Provides training to Teammates to ensure effective servicing.

  • Periodically evaluate Teammates' performance and take appropriate action to ensure maximum productivity.

  • Create, implement and communicate annual team member goals.

  • Provide administrative support on other tasks as they arise such as assigned special projects and development of new ideas/services, as requested.

  • Attend seminars, classes and carrier meetings to keep abreast of new products available for Clients and acquire expertise in legislative changes, as opportunities occur.

  • Support overall MEBS revenue and retention goals.

  • Other duties and responsibilities as requested by management.


QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Bachelor's degree or equivalent education and related training

  • Strong Client relation skills; including excellent communication skills and service orientation, cooperative nature, and tactfulness to resolve Client and company problems

  • Demonstrated proficiency in basic computer applications such as Microsoft Office Suite and Adobe

  • Ability to travel, occasionally overnight

  • Act with responsiveness, urgency and professionalism in all matters

  • Maintain an enthusiastic positive attitude at all times


Preferred Qualifications:

  • Advanced degree

  • Certification in field of endeavor

  • Relevant industry experience

Truist supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. Truist is a Drug Free Workplace.

EEO is the Law   Pay Transparency Nondiscrimination Provision   E-Verify

See Job Description

Greenville, South Carolina

BB&T and SunTrust formed Truist with a shared purpose—to inspire and build better lives and communities. With our combined resources, collective passion, and commitment to innovation, we’re creating a better financial experience to help people and businesses achieve more. With 275 years of combined BB&T and SunTrust history, Truist serves approximately 12 million households with leading market share in many high-growth markets in the country. The company offers a wide range of services including retail, small business and commercial banking; asset management; capital markets; commercial real estate; corporate and institutional banking; insurance; mortgage; payments; specialized lending; and wealth management. Headquartered in Charlotte, North Carolina, Truist is the sixth-largest commercial bank in the U.S. Truist Bank, Member FDIC.

Similar jobs