Client Interface Manager

CLASSIFICATION: Exempt

JOB SUMMARY

The Client Interface Manager provides direct oversight of client support and interaction handling in the service center, while maintaining relationships with clients, other managers, client operations teams and other departments.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Analyze operational workflow to ensure quality, quantity, and efficiency standards are met or exceeded
• Assist and advise staff members in resolving problems and issues that arise with internal and external customers
• Interact with project team on a regular basis to determine needs or problems and provide appropriate, feasible solutions
• Accept and resolve escalated customer service problems and calls from clients
• Develop and implement action plans to improve ongoing customer service delivery for specified clients
• Maintain a high level of professionalism and sense of urgency to ensure client and participant expectations are consistently met
• Design, implement and monitor reports and communications on a regular basis
• Participate in the development, implementation and improvement of departmental policies and procedures
• Schedule and lead meetings with client and internal teams as necessary
• Be prepared to discuss quality performance measurement standards for individuals and the department
• Provide feedback and coaching suggestions to colleagues and team members
• Support company programs to enhance employee engagement and career development for individuals on the team
• Communicate to the management team the results of quality measurements, phone statistics, service trends and customer feedback as defined (daily, weekly, monthly, quarterly, etc.)
• Be knowledgeable of the metrics to meet client service level agreements and speak to them as needed
• Monitor and coordinate department functions to meet metrics required by customers and operations
• Assist with recruitment, hiring and training of new employees and ongoing training and support for the team(s)
• Participate in client implementation planning, documentation, support and team training. Ensure the team maintains a thorough understanding of the client's plans and benefit regulations
• Partner with L&D and management to ensure representatives understanding of all Empyrean systems utilized to complete work functions
• Ensure data integrity with proper use of case management and other tools
• Monitor all interaction channels to allow for full support of customer service deliverables
• Participate in customer tours and assist with internal audits and special projects, as requested
• Perform other job-related duties as assigned

REQUIRED SKILLS AND ABILITIES

• Strong analytical and problem solving skills
• Strong proficiency in MS Excel
• Strong attention to detail and accuracy
• Ability to be flexible and work under pressure to meet strict deadlines in a team environment
• Strong interpersonal skills suitable for interacting with various departments
• Effective verbal and written communication skills
• Excellent listening and probing skills
• Ability to carry out assigned projects to their completion
• Self-starter and team motivator with excellent organizational and time management skills
• Ability to lead, motivate, and coach an empowered team
• Ability to balance competing priorities and respond timely to requests
• Advanced presence with polished and well developed written and verbal communication skills

• Bachelor's degree preferred but not required
  • In lieu of Bachelor's degree, equivalent years of experience in customer service, human resources management, benefits administration or a related field
• Understanding of health and welfare benefits, COBRA, and retiree direct billing
• Health and welfare benefits administration experience preferred
• Or, any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered
• 2 years of Benefit or Insurance Customer Service experience
• 2+ years of supervisor experience preferably in a call center
• 2+ years of experience as a Manager at Empyrean

OTHER REQUIREMENTS

• Excellent attendance and punctuality are essential
• Must be available to work on 8 hour shift anytime between 7 am - 10 pm, Monday through Friday

Disclaimer: Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any timeEmpyrean is an Equal Opportunity Employer: including disability and protected veteran status