Employer Services Lead I

The Employer Services Lead monitors day-to-day workflow to ensure that the Employer Services team consistently meets its required service levels to our clients and communicates issues and concerns to the Employer Services Coordinator.  This position handles escalated issues, takes the appropriate action to resolve client issues and works with the Client Liaison and other internal resources to ensure timely and accurate issue resolution.  When a Client Liaison requires assistance in facilitating resolution of a complex issue, the Employer Services Lead will provide assistance as needed to resolve the issue.
 
The Employer Services Lead is responsible for managing relationships with our insurance carrier partners and brokers who provide value-add services to a block of their clients.   This position interacts with clients, partners, brokers, account executives, and service teams both in the office and at client locations on a daily basis.
 
The Employer Services Lead participates in the training of Client Liaisons, including development of job aids for the team.  This position monitors calls and written correspondence for team members and mentors team members on effective client communications.  Additionally, this position observes the work environment to ensure Client Liaisons comply with established work standards, policies and procedures.  In collaboration with Client Liaisons and the Employer Services Coordinator, the Employer Services Lead seeks opportunities to improve client service and productivity.  This position assists in the development and implementation of proactive solutions to service level challenges while maintaining a balance between business and client needs.