Benefit Advisor Team Leader

The BCTM, is a core and supplemental benefits insurance expert and educator, providing oversite and guidance to benefit counselors as they enroll employees in their benefits primarily for new hire employees and dual/open enrollments during specific dates. This position’s objective is to ensure each employee has an exceptional enrollment experience, focused on ensuring they experience a white glove experience while providing an accurate, timely and engaged guidance experience from a NHO Benefit Counselor.

Ideally, the BCTM maintains an active Life and Health licensing in their resident state, as well as in each state as required to enroll individuals in insurance coverage, in addition, the BCTM must be able to meet other conditions of the enrollment such as carrier appointments and continuing education.

Key traits include providing positive, accurate and value driven interactions with client employees, along with proactively ensuring a smooth and productive experience for both the NHO Benefit Counselor and for our client’s newly hired employees. This role requires attention to detail, timeliness and the ability to frequently problem-solve in a high pressure, time constrained environment. Must be able to provide conflict resolution with superior customer care as a focus.

Key Responsibilities:

• Utilize licensed NHO Benefit Counselors to deliver high touch experience to our clients and their employees by guiding them through enrollment in health and wellness plans.

• Partner with the Senior Manager of NHO Benefit Counselors to ensure and improve quality of new hire enrollments and processes, with a focus on customer care, quality of enrollments and Team/Individual development. Identify and assist with implementing process improvements.

• Provides supervision and guidance to NHO Benefit Counselors assigned to specific Clients.

• Execute monthly call evaluations of Team Members to confirm Counselors are in line with NHO enrollments standards.

• Execute the training, coaching and development of NHO Benefit Counselors.

• Drive Individual Monthly Bonus Plan metrics per monthly enrollments.

• Communicate Client changes from Client Management based on client changes and updates.

• Prepare, deliver and implement Client changes and follow up with Counselors to ensure new enrollment information is being used.

• Recognize Client issues and inform Client Management to help provide examples and solutions.

• Provides routine subject matter expertise and guidance to Team of NHO Benefit Counselors. (Production Metrics, Customer Care Standards, Client Messaging, Systems Updated on Completed Enrollments).

• Assist Counselors with system issues

• Ensure quality of enrollments meet the delivery of Client information needs, Customer Care level of NHO expectations.

• Administer NHO/HR Policies and Performance Reviews to evaluate performance of enrollments on a weekly basis.

• Coordinate and Lead Coaching 1:1 Meeting, Monthly Team Meeting, Roundtable Discussion.

• Occasional Interview of prospective Counselor Hires.

Leadership Attributes:

• Drives the improvement of team and other managers’ performance by motivating and driving SMART goals aligned to Health goals.

• Builds relationships, assesses performance, provides career and development coaching, manages pay, and improves colleague engagement.

• Ensures team members have a training plan where skill development is needed and leads training/skill development across the solution.

• Creates channels for colleague retention and career opportunities.

• Can perform spot project work on client teams outside their main alignment or can participate in other firm wide initiatives.

• Living the Alight Core Values: People Matter, Excellence Every Day, Think Forward, Act Now and Be Real.

Required Experience:

• Call center operations experience preferred

• Proficiency in Customer Care tools

• Health domain and plan knowledge

• Customer Care Quality Coaching preferred

• Customer Care Principles

• Deep problem-solving skills

• System capabilities and telecommunications functionality expertise

• Regulatory and legislative knowledge (basic country, state, and province)

• Effectively coaches others to achieve quality outcomes

Education:

• Bachelor’s degree or equivalent years of industry experience.

We offer you a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

DISCLAIMER:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities of this job to other entities; including but not limited to subsidiaries, partners, or purchasers of Alight business units.

Alight Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, pregnancy, childbirth or related medical condition, veteran, marital, parental, citizenship, or domestic partner status, or any other status protected by applicable national, federal, state or local law. Alight Solutions is committed to a diverse workforce and is an affirmative action employer.