H&B Support Manager

H&B Support Manager

H&B Support Managers report to a Sr. Manager, H&B Support. This role within the H&B Support team is responsible for supervising a team of Support Specialists committed to providing a high level of service to existing and potential Inspira clients for pre-tax products like HSA and FSA, and additional services like COBRA or Commuter Services. The Manager will leverage data to manage team performance, coach and engage with team members to drive an elevated level of performance, promote ownership and accountability, and evaluate team and individual performance to achieve goals and objectives. Support Managers are expected to be experts in their part of business and will collaborate as a consultant or partner to various workgroups, such as product, digital, account management and operations.

Duties & Responsibilities:

Continually improve the performance of the team with coaching, skills transfers, 1-1 development, team meetings, and recognition.

Supervise a team of Support Specialists that provide daily support and service to account holders. Ensure the team consistently meets established service levels, quality, and survey KPIs

Ensure the team in compliant with all phone related metrics, such as schedule adherence, attendance, and After Call Time

Share information gathered from conversations with account holders with the Senior Manager, Product and Sales to provide insight into the client activities and requests to drive future product enhancements

Create an environment that encourages trust, respect, and transparencyWork cross-functionally with various individuals at all levels of the business, both internally and externally, to maximize service

Maintain a positive work atmosphere with the team and internal departmentsPartner with the appropriate Employee Relations and Human Resource teams on all employee matters, including but not limited to corrective actions, terminations, performance improvement plans, review cycles, payroll, and leave of absence.

Promptly address any escalated client service issues, bringing in internal partners as needed to resolveWork closely with Technology and the Management Team on program enhancements

As necessary, provide answers to accountholder inquiries regarding Inspira's products, and services, including taking escalated calls as neededMaintain a professional approach to accountholder service, consistent with Inspira protocol and service levelsCan work all hours that the internal contact center is open

Other duties as assigned

Additional Manager Responsibilities:

Responsible for collaborating with the Talent and Acquisition team to recruit and hire new staff.

Work with the Training and Quality team to coordinate training for all new hires.

Oversee day-to-day workflow of the team

Provide constructive and timely feedback to staff, including conducting mid-year and annual performance reviews

Track and monitor to ensure all Compliance Training courses are completed timely

Collaborate with HR on any performance related issues related to performance improvement plans. Ensure documentation is detailed, clear, and concise

Assist with call lab coaching and STEP academy as needed

Coverage for a peer who is out of office

Education & Experience:

Education TBD

5-7 years of servicing experience in a high volume, fast paced servicing center

3+ years of leadership experience

Skills & Abilities:

Core competencies- Industry Knowledge, Communication Skills, Judgement and Decision Making, Data Analysis, Innovation, and Employee Development and Coaching

People-first attitude with the ability to build and maintain relationships while always remaining diplomatic and tactful

Ability to manage in a fast paced, high call volume environment supporting voice, email, and chat

Strong coaching and mentoring skills and with the ability to create SMART development plans

Excellent analytical skills with a proactive nature

Strong aptitude for analyzing data to drive decision making to improve efficiency

Strong organization skills with a drive to meet deadlines

An affinity for accuracy and efficiency

Knowledge and experience of reimbursement accounts like FSA and HRA for H&B

Client focused attitude with the ability to build and maintain relationships while always remaining diplomatic and tactful

Able to transfer knowledge and coach in a 1-1 setting

Possesses strong written and verbal communication skills

Able to apply relationship building skills to internal and external clients

Has strong computer aptitude; proficient in Microsoft suite of products

Display timely and accurate decision making with an aptitude of prioritization

Ability to operate and navigate several computer systems simultaneously Is detail-oriented, organized, and dependable

Proactive approach to resolving issues

Takes accountability and ownership of issues

Ability to maintain the highest quality of service and professionalism

High emotional intelligence and is able to perform well in a collaborative team environment

Ability to solve complex issues, both independently and in a collaborative team environment with a focus on FCR (first call resolution)

Working knowledge of Salesforce/Service Cloud preferred

Bilingual language skills are preferred

Other Requirements:

Prolonged periods of sitting at a desk and working on a computer