APS Group Lead

Responsibilities

• Primary responsibility is to manage the daily workflow of the APS team and to ensure service expectations are consistently met.
• Act as an additional point of contact for employees needing assistance within the department.
• Provide coaching, training, and support to all APS teams.
• Utilize a variety of proprietary programs to review, research, and resolve issues with insurance applicant orders ranging from routine to escalated, and is responsible for responding to both internal and external customers via phone, email, and other electronic communication.
• Handle all customer inquiries via phone, email, and other electronic communication in a timely manner to effectively provide a high level of customer satisfaction.
• Adhere to department quality and responsiveness standards. Set the expectation for team members to follow and monitor their adherence.
• Ongoing responsibility for maximizing department productivity standards by monitoring service levels.
• Use established protocols for reporting client issues or concerns and maintain appropriate documentation of events for management review in all systems accessed.
• Responsible for analyzing and producing department /client specific reports and monitoring the status of applicant cases.
• Monitor and address quality service issues and provide feedback to staff on opportunities for improvement.
• Participate in client visits, conference calls, and other customer-related communications as required.
• Consult with department management for non-routine workflow changes in the absence of the team Supervisor.
• Cross-train in functions of multiple APS teams and provide coverage as required.
• Responsible for seamless transition when staffing or account changes are necessary.
• Responsible for conducting classroom training and coordinating staff training schedules.
• May assist IT with reporting and troubleshooting system issues, recommending and testing system enhancements.
• Train new hires and existing staff on all department components and conduct progression testing.
• Perform other duties as assigned to meet the business needs or customer requirements.

Qualifications

Required Work Experience:

• Three (3) to five (5) years of customer service experience.
• Minimum of two (2) years of APS Department experience and a recommendation from the management team.

Preferred Work Experience:

• Previous industry-specific experience.

Knowledge:

• Knowledge of life insurance industry workflow processes and/or terminology.
• Proficient with ExamOne proprietary systems.

Skills:

• Excellent interpersonal and communication skills (oral and written). Must be able to speak the English language clearly, professionally, and effectively communicate with clients, management, and peer group.
• Ability to work in a fast-paced environment handling multiple tasks (including working with phone & PC simultaneously).
• Excellent organizational and follow-through skills.
• Detail oriented and accurate with names and numbers.
• Strong problem-solving skills and independent decision-making abilities.
• Proven analytical skills.
• Establish and maintain positive and effective working relationships and exhibit comfortable interactions with sales, technical staff and other departments.
• Be able to work independently with little supervision.
• Proficiency in Microsoft Office (Word, Excel, Access, and Outlook).
• Accurate typing skills, 35 wpm minimum.
• Demonstrated leadership ability.

Education: High School Diploma or Equivalent (Required)