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Buck Buck - Call Center Supervisor in Fort Wayne, Indiana

Description

Call Center Supervisor - Outsourcing (Office position Fort Wayne, IN)

At Buck, we’re focused on helping our clients create a culture of wellbeing, centered around the evolution of each person’s health, wealth, and career. Our creative digital, consulting, and tech-enabled administration solutions are empowering the world’s most forward-thinking companies to embrace the new social contract, re-energize their workforces, and embrace an analytics-led talent marketplace in ways that improve how their people work and live.

Leveraging strong client relationships with key decision makers, our teams deliver exceptional results that confidently push the envelope with unexpected solutions to help our clients accomplish their objectives faster and keep them ahead of the curve. Not surprisingly, we embrace inventive thinkers who make original contributions to the team. We put people first — our people and our clients’ people, and our inclusive and welcoming culture celebrates diversity and individuality.

Explore your next career move with Buck today!

Our Services:

  • US DB and HW Pension Administration

  • Group Annuity and Special Call Center Projects

Functional Area Overview:

  • As a Call Center Supervisor, you will be part of a team responsible for the delivery of quality member contact service to the client. You will meet with excellent growth and development opportunities.

  • Supervisor(s) will support phone work, based on time of year and call volumes. There are times of vacation and absences that the Supervisor will need to be part of the queues.

Role Overview:

  • Responsible for handling all call escalations and follow-up with the administration team until resolution complete.

  • Responsible for daily client Service Level Monitoring

  • Responsible for a team lunch/break scheduling, callback time scheduling

  • Monitor, train and/or coach CSR’s and address any conflicts/issues/deviation from company standards or productivity with professionalism

  • Responsible for performance management and annual reviews

  • Will be part of the RFP process, which can include responding to questions, providing call center effort and participating in the onsite meetings

  • Will be responsible to attending Client Call Calibrations based on client requirements

  • The point of contact during an outage that can occur in or after hours

  • Keep managers apprised of status of assignments, issues and suggest improvements to processes to managers

  • Proactively identify potential issues and recurring problems and provide management team with mitigation solutions

  • Monitor the security of client information according to Personal Information (PI) regulations.

  • Manage special projects, implementations or assignment as instructed by your manager

  • Provide continuous and proactive support for all team members

  • When on the phones:

  • Respond to inquiries from plan participants using plan specific information in a PC Windows environment

  • Assist plan participants with transactions and other aspects of plan participation (i.e. rollovers, withdrawals, loans and final distributions)

  • Document telephone call records where appropriate, addressing the content of plan participant

  • Establish cases for benefit administrators review of more complex participant questions or refer questions to appropriate team representative

  • Request plan materials be sent to participants

  • Maintain a current and robust knowledge tool for all clients

Technical Skills:

  • Responding in a timely and professional manner to client calls on an as needed basis

  • Accessing internal client databases effectively to provide accurate and appropriate information to members

  • Assisting plan participants in the use Internet based plan enrolment processes

  • Ensuring secure access of member/client information

  • Logging calls in the case management tracking systems

  • Coordinating appropriate follow-up with internal resources to resolve issues raised by clients

  • Ensuring that outstanding issues are resolved in a timely manner

  • Ensuring that resolved issues are “closed” in a timely manner

  • Studying and becoming familiar with new information as it becomes available

  • Occasionally participating in client demonstrations

  • Ensuring outbound calls are made based on client specifics

  • Other duties as required

    Non-Technical Skills and Experience:

  • Excellent oral and written communication skills with an emphasis on articulation and grammar

  • Excellent customer service skills

  • Work experience in a service-oriented environment

  • Ability to interact with peers and plan participants

  • Organizational skills, with the ability to handle multiple tasks simultaneously

  • Ability to remain poised, patient, empathetic, tactful and composed while handling plan participants

  • Listening skills

  • Ability to work effectively in a team environment

  • Judgment and decision-making skills

  • Ability to lead, coach, train and discipline when appropriate and necessary.

Qualifications:

  • 3+ years of related work experience in insurance administration or customer service.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.

At Buck, we’re exclusively focused on helping our clients and their people succeed together. By this, we mean we’re partnering with some of the world's most forward-thinking companies to re-envision and re-design the way that employees work and live. And we’re doing this by finding the right combination of consulting, outsourcing, and technology solutions to help our clients realize the best organizational performance for their businesses while driving positive health, wealth, and career outcomes for their people.

Qualifications

Behaviors

Preferred

  • Leader: Inspires teammates to follow them

  • Enthusiastic: Shows intense and eager enjoyment and interest

Motivations

Preferred

  • Self-Starter: Inspired to perform without outside help

Education

Preferred

  • High School or better
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