National Benefit Resource Center Manager (BRC)

Responsibilities:

· Directly manages team of 3 BRC unit Team Leaders across the United States which includes quarterly face-to-face visits in each BRC location.

· Responsible for consistent, regular reporting to National Director of EB on BRC performance at all levels (overall, unit, associate, etc.).

· Responsible for ensuring consistent standards, operational processes, and management is occurring across all units.

· Actively engaged with USI field units and acquisitions to ensure that BRC services are effectively communicated, implemented, and valued.

· Ensuring Benefit Specialists-hiring, development and training occur in accordance with national BRC standards across all units and with approval/direction from Director of Operations.

· Leads national BRC leadership team to coordinate best practice standards, procedures, and efficiencies.

· Analyzes team performance based on regular reports and summarizes management based on an established schedule and makes staffing recommendations.

· Participate with National Operations Team to develop, communicate and implement appropriate BRC implementation, educational and sales tool across all BRC units for the USI service and sales teams.

· Actively collaborate with Team Leaders to develop shared resources and process.

· Develop and deliver training and training tools consistently for all BRC units.

· Prepare, review, and deliver regional reports.

· Performs Annual Performance and Goal Setting reviews of Team Leaders and assist Team Leaders with same for their direct reports.

· Monitor phone interactions to ensure quality of service (as appropriate).

· Participates in Sales meetings and briefings for select opportunities.

· Work with BRC Unit Team Leaders to report trends identified from review of call records to the insurance carrier and/or the account manager.

· Monitor overall levels of open calls and work with BRC Team Leaders to ensure Benefit Specialists are maintaining open calls and providing timely and appropriate follow-up.

· Build and nurture carrier relationships to ensure accurate, timely responses to claim inquiries.

· Continuous review of processes and workflows to ensure efficiencies and implement changes where warranted.

· Facilitate regular BRC Team Leader meetings and ensure unit level meetings are occurring consistently and that training opportunities at a national level across BRC units.

· Function as resource and escalation point for Team Leaders.

· Work with IT and National EB Operations Manager on systems and system development.

· Notifies National Director of EB Operations of any escalated issues pertaining to interactions within the Benefit Resource Center.

· Establish effective working relationships with Internal Partners, Clients, and Carriers

· Collaborate with Internal Partners and Carriers to ensure accurate and timely responses to all client issues.

· Collaborate with all partners in a manner that fosters mutual respect and teamwork.

· Respond to requests from all partners by stated times.

· Special projects as assigned by the National Director of EB Operations.

· Hone and develop appropriate workflows to ensure efficiency.

· Ability to travel as needed – up to 40% to BRC’s and Regional Meetings

Knowledge, Skills, and Abilities:

· Group EB Broker and/or Carrier experience with strong Claims Resolution knowledge.

· Preferred call center experience.

· College degree preferred.

· Must hold or obtain life and disability insurance license and retain license by meeting the continuing education requirements.

· Must be tech savvy; elevated level of computer literacy including working knowledge of Windows, Excel, Word, and call tracking systems.

· Strong attention to detail and ability to self-check work.

· Excellent time management skills.

· Ability to prioritize workload.

· Enthusiastic attitude, cooperative team player, adaptable to new or changing circumstances, professional demeanor, sensitive to client needs, self-motivated, creative, and innovative.

· Excellent problem-solving skills.

· Strong verbal and written communication skills.

· 40+% Travel.

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