Job Summary:

At Bankers Fidelity, the Team Lead-Policyholder Services & Loyalty is a key player in driving excellence and making a real impact on our customers' experiences. This dynamic role combines hands-on customer service with leadership, empowering you to guide a team while ensuring each interaction with agents, policyholders, and providers is handled with professionalism, empathy, and a strong problem-solving approach.

As a Team Lead, you’ll not only lead and mentor a talented team but also help shape their growth and success. You will play a critical role in aligning day-to-day operations with our organizational goals, helping your team excel while delivering outstanding service at every turn. With your deep product knowledge and sharp analytical skills, you will optimize performance, elevate customer experiences, and build lasting relationships.

This is more than just a leadership role—it's an opportunity to drive continuous improvement in our service and truly make a difference in the lives of our clients.

Key Responsibilities:

Essential duties and responsibilities include but are not limited to the following:

• Lead and Inspire: Guide, mentor, and motivate a high-performing team, fostering a culture of service excellence and continuous improvement.
• Enhance Customer Experience: Ensure every customer interaction—whether with agents, policyholders, or providers—demonstrates professionalism, empathy, and an unwavering commitment to resolving inquiries.
• Drive Team Performance: Monitor team progress and performance metrics, identifying areas for improvement and implementing strategies to optimize service delivery and exceed customer expectations.
• Support Team Development: Provide ongoing coaching and feedback to team members, helping them achieve their personal and professional growth goals while aligning with organizational objectives.
• Ensure Operational Efficiency: Oversee daily operations to ensure seamless workflow, alignment with organizational goals, and adherence to company standards and policies.
• Resolve Complex Inquiries: Take ownership of escalated issues and complex customer inquiries, ensuring timely and effective resolution while maintaining high customer satisfaction levels.
• Collaborate Across Teams: Work closely with other departments and leadership to identify opportunities for process improvements, enhance customer satisfaction, and implement best practices across the organization.
• Leverage Analytical Skills: Utilize strong analytical abilities to assess performance data, identify trends, and recommend solutions for continuous improvement in both individual and team performance.
• Champion Company Values: Uphold and reinforce Bankers Fidelity’s commitment to service excellence, professionalism, and integrity in every aspect of team leadership.

Qualifications:

• High school diploma or equivalent; completion of relevant college courses or professional certifications preferred.
• At least seven years of progressive customer service experience, preferred experience in a leadership or supervisory capacity.

Skills:

• Leadership & Mentorship: Ability to lead, inspire, and motivate a team, providing guidance and support to foster professional growth and high performance.
• Exceptional Communication: Strong verbal and written communication skills to effectively interact with team members, clients, and cross-functional teams.
• Customer-Centric Mindset: Deep commitment to providing outstanding service, ensuring every interaction is handled with empathy, professionalism, and a focus on problem resolution.
• Analytical Thinking: Strong ability to analyze performance data, identify trends, and make data-driven decisions to optimize team performance and improve customer experience.
• Conflict Resolution: Proficiency in handling escalated issues and complex inquiries, using patience, tact, and problem-solving skills to achieve positive outcomes.
• Time Management & Organization: Excellent organizational skills to manage multiple tasks and priorities while ensuring timely and efficient operations.
• Coaching & Development: Expertise in coaching, mentoring, and providing constructive feedback to help team members achieve their full potential.
• Collaboration & Teamwork: Ability to work effectively with cross-functional teams, fostering a collaborative environment to drive improvements and deliver results.
• Adaptability & Problem-Solving: Ability to navigate change, think critically, and approach challenges with creative solutions.
• Attention to Detail: Strong focus on maintaining accuracy in all aspects of work, from data analysis to customer service delivery.

Work Environment / Physical Requirements:

The work environment is a standard office setting with typical office equipment. This role involves professional collaboration with colleagues and clients. Responsibilities may involve extended periods of sitting, occasional walking between departments or meeting rooms, and periodic standing, reaching, stooping, and lifting office items weighing up to 25 pounds.