EB Service Team Lead - Group

Delivering Peace, Empowering your Potential, and Fortifying the Future.

The Employee Benefits (EB) Team Lead is responsible for leading the EB service team including process improvement while maintaining their own book of business. This role operates as a player/coach, balancing client service, team leadership, and operational execution. The position ensures high-quality service delivery, strong client retention, and alignment with company strategy. Acts as the primary point of contact for escalated client issues and service requests.

Performance Expectations/Responsibilities

Leadership & Team Development

• Provide leadership, direction, and accountability for the EB team
• Conduct regular one-on-ones and performance reviews
• Develop team members and support licensing and training
• Foster accountability and continuous improvement
• Partner with HR on hiring and performance management
  
  

Book of Business Management

• Manage and retain their own EB book of business
• Oversee renewals, RFPs, and carrier negotiations
• Execute stewardship plans and open enrollments
• Maintain strong client relationships
  
  

Operational Excellence

• Oversee day-to-day operations of the Group Side of the Benefits Department.
• Standardize EB workflows and ensure EPIC usage
• Oversee renewals, enrollments, and service timelines
• Balance workloads and improve processes
• Maintain service quality standards
• Standardize client presentations/proposals across EB department/offices
  
  

Client Retention & Service

• Drive client satisfaction and proactive service
• Develop client service model ' ensure clients are receiving similar services/resources, based on client size
• Monitor retention metrics
• Resolve escalated client issues
• Ensure consistent communication
  
  

Growth & Revenue

• Support Producers with new business and cross-selling
• Identify growth opportunities within accounts
• Assist with proposals and presentations
  
  

Performance Management

• Track BOB, retention, and service metrics
• Lead team meetings
• Ensure accountability and reporting
  
  

Compensation & Benefits

• $75,000 ' $92,000 annually
• Medical, Dental, Vision, 401k with company match
• Paid Time Off (PTO)
  
  

Required Skills

• Leadership experience preferred.
• Strong knowledge of EB products and markets.
• Excellent communication, organizational, and problem-solving skills.
• Proficiency with agency management systems and Microsoft Office Suite.
• Ability to work independently and collaboratively in a fast-paced environment.
  
  

Education/Training Requirements

• 5 years EB experience
• Active Life & Health license
  
  

Work Environment/Physical Activity

• Extended periods of sitting at a desk while using a computer and other office equipment.
• Repetitive motion tasks, such as typing, data entry, and phone use.
• Occasional lifting of files or other materials, typically weighing up to 20 pounds.
• Ability to move freely around the office space to collaborate with colleagues or access office resources.
• Visual acuity to read documents, screens, and fine print on documents.
• Manual dexterity to operate office equipment and handle paperwork efficiently.
• Ability to maintain focus and attention to detail in a sometimes fast paced and multitasking environment.
• The office environment typically has a moderate noise level consistent with a professional office setting.
• Some travel may be required for this position, primarily for attending training sessions, conferences, or meetings with clients or stakeholders. A valid driver's license and reliable transportation may be necessary for travel to off-site locations.
  
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note that this job description is subject to change at any time and does not encompass all responsibilities, duties, or activities that may be required of the employee. Additional tasks, responsibilities, and duties may be assigned as deemed necessary by management.