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Madison, Wisconsin, United States
Remote only
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a New Business Team Lead based in the United States.
The New Business Team Lead will guide a team responsible for delivering accurate, efficient, and customer-focused insurance operations. This role combines day-to-day team leadership, employee development, workflow coordination, and continuous process improvement. You will help ensure service levels are consistently met while fostering a collaborative and supportive team environment. Through coaching, training, and performance monitoring, you will empower team members to strengthen their skills and deliver exceptional service. You will also partner with other departments to improve processes, resolve operational challenges, and enhance the customer experience. This is a full-time, remote opportunity suited to an experienced customer service or operations professional with strong leadership skills and a passion for developing people.
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.
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.
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.
