The Team Lead - Solution Specialist COBRA CAFEA is responsible to ensure that the Solutions Specialist COBRA CAFEA team has the necessary knowledge and support to perform their job functions efficiently and effectively. The Team Lead serves as the point of contact for escalations and answers questions the team or other departments may have. They coordinate with the Specialist Managers and Supervisors to ensure the department is running smoothly and meeting client and company expectations.

Essential Duties

• Must adhere to security policies


• Ensure privacy according to HIPAA guidelines


• Strive to be a role model for coworkers while advocating for the team and promoting positive customer service experiences


• Educate and answer questions of the team


• Research and investigate inquiries utilizing any resources necessary


• Demonstrate advanced knowledge of software, regulations, and product knowledge


• Assist with new hire and on-going training


• Manage team identified escalations and ensure they are handled immediately


• Adapt messaging to clients through a variety of communication mediums


• Produce ideas and solutions to client experience


• Recognize and defuse client discrepancies


• Seek process improvements and promotes efficiencies


• Provide honest and constructive feedback to new hires, coworkers, and leadership


• Identify training needs/concerns on the team and coach individuals


• Coordinate with the department stakeholders for procedure/process improvements/updates to ensure department consistency


• Serve as resource in training labs with new hires


• Assist with review of cases


• Help identify and recommend allocation of resources to timely prioritize open tasks


• Provide research and handle client callback requests


• Serve as a resource and voice of the customer for routine items that involve processes and inquires pertaining to their primary specialty


• Work with leadership to ensure a positive customer experience, by sharing knowledge, proposing ideas and implementing a solution for creating efficiencies and improving processes


• Maintain expected quality and performance metrics


• Communicate and maintain positive relationship with internal stakeholders regarding any necessary client communication items to ensure a successful experience for consulting firms


• Partner with other department stakeholders to solution for best client experience


• Maintain detailed knowledge of product lines and system functionality


• Participate in ongoing learning and development opportunities


• Participate in ongoing leadership opportunities


• Serve as a backup to other Team Lead Solution Specialist - Benefits and team members


• Follow attendance and punctuality standards


• Serve as the point of contact when other leadership is unavailable


• Communicate to Specialist Leadership identified trends in team dynamics, training needs, system related items impacting the whole team


• Attend team and other necessary meetings to remain current on client initiatives, internal processes, and operations that may affect client accounts or the client experience


• Attend regularly scheduled one on one meetings with direct supervisor for professional development and goal setting


• Exhibit a strong sense of initiative and self-motivation


• Understand and apply confidentiality guidelines


• Foster a people-centered culture in which team members are encouraged to take initiative and provide feedback that will enhance the department's efficiency


• Promote a favorable image of Discovery Benefits by demonstrating DBI Core Values daily through positive interactions with current and new employees


• Show strong leadership, problem-solving, and time management skills

General Duties

• All other duties as assigned

Qualifications:

• Customer service experience and benefit experience typically acquired within two years (queue experience preferred)