Retirement and Wealth - Support Specialist Team Lead (Remote)

The primary function of this role is to provide live, real-time assistance to support center specialists, which includes providing guidance in a digital work environment and being the first point of contact for all team members. Team Leads are also the first point for resolving escalated customer issues, which can include speaking to the accountholder, researching the reason for escalation, owning the resolution, and providing feedback and recommendations to the business. This role is also responsible for coaching/mentoring and refresher training of all members of the Support Department. This role will also involve providing feedback, conducting testing, implementation of new technology, software applications and product offerings. The Team Lead position assists in the review of all internal Policies and Procedures and training materials. Through verbal and written communications, the individual in this position develops, strengthens, and maintains a positive relationship with our accountholder team members, and firm associates.

Duties & Responsibilities:

• Assist the Manager in monitoring activities of the Support team including but not limited to:
• Providing front line assistance to the team
• Being the first point for escalation and providing de-escalation coaching to team members
• Coach the team to meet their quality and survey goals
• Meeting established service levels
• Coaching/Training team members, including providing feedback for mid-year and annual performance reviews.
• Design and test new product offerings and new software applications.
• Providing backup support for employees and managers
• Maintain a positive work atmosphere with the team and internal departments.
• Review and resolve complex accountholder requests
• Assist in updating, and reviewing internal Policies and Procedures
• Guide Team members to utilize Digital Coach tool in their workflow
• Manage escalated client calls and assist managers with following up with account holders
• Provide answers to client inquiries regarding Inspira’s products, services, and fees
• Provide direct feedback to team members on areas of opportunities to enhance services provided to the accountholder. Participate in providing feedback for mid-year and annual reviews.
• Utilize sound judgment to escalate issues that may require intervention of the manager
• Provide answers to accountholder inquiries regarding Inspira’s products, services, and fees.
• Maintain a professional approach to client service, consistent with Inspira’s protocol and service levels.
• Recommend and implement ways to improve efficiency and quality.
• Manage special projects
• Other duties as assigned

The typical schedule for this position is Monday through Friday, from 11:30 a.m. to 8:00 p.m. CT. Training for this position is 7 weeks. Training Schedule:

• Tier 1 Training – 3 weeks (Following the Training Schedule from 8 a.m. CT to 4:30 p.m. CT)
• Tier 1 Call Lab – 2 weeks (Following the Regular Schedule from 11:30 a.m. CT to 8 p.m. CT)
• Tier 2 Training – 1 week (Following the Training Schedule from 8 a.m. CT to 4:30 p.m. CT)
• Tier 2 Call Lab – 1 week (Following the Regular Schedule from 11:30 a.m. CT to 8 p.m. CT)

Qualifications

Education & Experience:

• Bachelor's degree in business, Communications, or related field
• 5-7 years of applicable experience

Skills & Abilities:

• Knowledge and experience with Retirement Accounts and IRS rules and regulationsfor R&W OR knowledge of reimbursement accounts like FSA and HRA for H&B
• Able to transfer knowledge and coach in a 1-1 setting
• Energetic, client service focused individual
• 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.
• Strong problem-solving and decision-making skills and ability to multi-task, and ability to navigate several systems simultaneously to support servicing the client.
• Is detail-oriented, organized, and dependable
• Active Listening skills
• Innovative Thinker
• Patience/empathy
• Proactive approach to resolving issues
• Be able to work in a high volume, fast paced environment
• Takes accountability with great follow through skills
• Ability to maintain the highest quality of service and professionalism.
• Possess a cheerful outlook and be 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
• Working knowledge of trust accounting systems preferred, including some familiarity with investments (R&W only)
• Bilingual language skills are preferred.

Other Requirements:

• Ability to work overtime when needed.
• Prolonged periods of sitting at a desk and working on a computer