Lead, Customer Care Professional HAL

This Lead role provides customer service support to external clients and other internal departments of illumifin in the administration of Long-Term Care (LTC) insurance programs. In addition, supports the Supervisory team in providing support and training to employees in the Associate CCP, CCP, and Senior CCP roles.

LEAD CUSTOMER CARE PROFESSIONAL RESPONSIBILITIES

• Assist supervisor with aspects of day-to-day operations. Tasks include but are not limited to queue management and handling escalated calls.
• Handle special projects as assigned by leadership with limited supervision.
• Coach Customer Care Professionals to successfully utilize the systems, follow procedures, and superior customer service techniques. Inform Supervisory team of any performance concerns.
• Initiate improvement efforts around call handling procedures, reporting, or general business practices that enhances the team’s performance.
• Assist the Supervisor in developing new procedures as needed.
• Other duties as assigned.