Customer Service Lead - TPA Team

CUSTOMER SERVICE LEAD - TPA TEAM
(Full Time, Hourly, Non-Exempt)

Looking to join a growing company dedicated to helping others? We offer that, plus competitive salaries, a culture of learning, and a fast-paced environment. This is a hybrid position with 3 days in-office. Join our team to help make a difference in the lives of others!

The Continental General family of companies has provided insurance, including life and long-term care policies, to individuals and groups for over 30 years, and currently supports over 200,000 policyholders. Both our insurance company, Continental General Insurance Company, and our third-party administrator, Continental General Services, are committed to the continuous development of our infrastructure, processes, and people. The group is actively growing through expansion of both its insurance portfolio and its administrative services.

With each opportunity, we take a collaborative approach to address challenges and provide unique solutions.

We are looking for a full-time Customer Service Lead to coordinate and lead daily customer service activities by prioritizing workloads, delegating assignments, and supporting team members. Serves as a key resource for escalated and complex customer inquiries, resolving issues with professionalism and empathy while ensuring compliance with company and regulatory requirements. Supports process improvements, training, and overall service quality.

• Responsible for coordinating and leading the day-to-day activities of customer service employees:
  • Prioritizes daily workload and delegates assignments in a manner to ensure accurate and timely completion.
  • Reviews completed assignments.
  • Provides training and technical advice to lower-level positions.
• Ensures understanding of customer’s circumstances, problems, expectations and needs, for the purpose of resolving customer inquiries / issues.
• Shares and / or conveys routine and non-routine information to customers, regarding their account(s) maintaining a professional demeanor in all situations.
• Works to provide timely resolution / response to escalated customer needs. Documents processes that are used to correct issues.
• Listens and empathizes with policyholders or their representatives to understand their needs in response to routine and non-routine inquiries via telephone, email, mail, etc. and resolves the most complex incoming customer requests about products or services.
• Maintains extensive product knowledge to confirm and discuss complex information for products and / or product features, along with benefits / consequences of an action / request made by a customer / agent.
• Researches and resolves the most complex customer complaints to ensure customer satisfaction and retention.
• Provides support to department in areas requiring specialized skills or knowledge. Researches the most complex customer issues and documents processes used to correct.
• May be responsible for processing the most complex transactions on customers’ accounts. Transaction processing may be specified by authority / guidelines.
• Maintains extensive knowledge of policies and procedures and understanding of business and organization. Ensures appropriate application throughout task completion. Participates in ensuring compliance and complies with company and regulatory guidelines.
• Provides guidance and assistance to lower-level positions. Provides training to lower level employees. Serves as a resource for other functional areas.
• May lead the work of others (mentors, prioritizes, delegates and reviews assignments).
• May have a participatory role in the performance, development and coaching of staff (i.e., hiring, firing, performance management, salary increases, etc.).
• Assist with user testing/signoff for various system upgrades, conversions, tax and reporting, etc.
• Comply with HIPAA regulations.
• Perform other duties as assigned.

• High school diploma or equivalent.
• Associate's degree preferred.
• 4 to 6 years of related experience.
• Insurance industry background is preferred.
• Performs work under minimal supervision.
• Demonstrates technical knowledge with a variety of the…