New Business Team Lead

Accountabilities

• Lead and support daily team operations:

  • Provide day-to-day direction, guidance, and coaching to team members, promoting effective communication, collaboration, and professional growth.

  • Encourage knowledge sharing, cross-training, and job rotation to strengthen team capabilities and operational flexibility.

  • Facilitate team meetings and teambuilding activities, stepping in for the manager when needed.

  • Support recruitment and provide feedback on trainee performance and employee development.

  • Promote an inclusive workplace culture grounded in integrity, dependability, collaboration, compassion, and continuous growth.

  • Manage workflows, staffing, and performance:

    • Organize team workloads, assign tasks, establish short-term priorities, and ensure work is completed accurately and on time.

    • Monitor staffing levels, queue statuses, service levels, and key performance indicators (KPIs), adjusting capacity to meet changing customer needs.

    • Support goal setting, track results, and communicate progress to the team and management.

    • Review operational reports, interpret performance data, and identify trends or opportunities for improvement.

    • Evaluate existing procedures, forms, guidelines, and workflows, recommending and implementing improvements where appropriate.

    • Collaborate with other departments to update processes and develop tools or training that improve efficiency and service quality.

    • Complete assigned projects and tasks within agreed deadlines.

    • Coordinate training and quality improvement:

      • Train new hires on departmental processes, procedures, and product variations, ensuring established standards are followed.

      • Develop, maintain, and update training materials and documentation for standard processes and special situations.

      • Design and deliver training sessions and workshops for new and existing employees.

      • Use quality assurance reviews and internal audits to identify skill gaps and recommend targeted coaching.

      • Keep the team informed of process updates and best practices.

      • Deliver exceptional customer and peer support:

        • Handle escalated cases with professionalism, empathy, and a solution-oriented approach.

        • Provide customer service support as needed to help the team meet service goals.

        • Identify recurring concerns, emerging trends, and additional training needs, communicating recommendations to the supervisor.

        • Authorize minor service exceptions, such as expedited or overnight processing, when appropriate to resolve customer needs.

        • Represent the team in cross-functional projects and initiatives to improve operational performance and customer satisfaction.

        Requirements:

        • Education:High school diploma or GED required. LOMA 280 and 290 certifications, along with the Associate, Customer Service (ACS) designation, are preferred.

        • Experience:At least three years of relevant professional experience. Two to three years of experience with the partner organization is preferred.

        • Leadership and coaching:Demonstrated ability to guide colleagues, support employee development, facilitate training, and provide constructive feedback.

        • Customer service expertise:Strong customer service skills, with the ability to communicate professionally and respond to customer concerns with flexibility, empathy, and sound judgment.

        • Communication:Excellent written and verbal communication skills, including the ability to adapt communication styles to different learning needs, personalities, and working styles.

        • Problem-solving:Strong critical-thinking skills, initiative, and a solution-focused mindset, with the ability to resolve unfamiliar issues and exercise sound judgment with minimal supervision.

        • Operational knowledge:Advanced knowledge of the insurance products being administered and intermediate proficiency with policy administration systems and common computer applications.

        • Process improvement:A demonstrated interest in customer-centric operations, quality assurance, performance monitoring, and continuous improvement.

        • Organization and prioritization:Excellent attention to detail and organizational skills, with the ability to manage multiple assignments, projects, and competing priorities independently.

        • Collaboration:An inclusive, cooperative approach to working with colleagues, leaders, and cross-functional teams from diverse backgrounds.

        • Professional discretion:The ability to apply sound judgment and discretion when handling work related to operational policies and business processes.

        Benefits:

        • Paid time off:20 days of PTO annually, increasing to 25 days after five years of service.

        • Paid holidays:11 paid holidays per year, including 10 company holidays and one personal holiday of your choice.

        • Health coverage:Medical, dental, and vision insurance plans.

        • Health Savings Account (HSA):Annual contributions of up to $1,000 for individual coverage or $1,500 for family coverage.

        • Retirement savings:401(k) matching contributions of up to 9%.

        • Annual bonus:Bonus opportunity based on company performance.

        • Paid parental leave:Support for eligible employees welcoming a child.

        • Long-term service recognition:Paid sabbatical after eight years of service.

        • Education assistance:Support for eligible education and professional development expenses.

        • Paid volunteer time:Opportunities to support community and charitable initiatives.

        • Employee recognition:Programs that acknowledge contributions and achievements.

        • Work arrangement:Remote position listed in Madison, Wisconsin, supporting the Texas team. Candidates should confirm eligible work locations and any state-specific employment requirements during the application process.

        • Compensation:A specific salary range was not provided in the job description.