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Office Manager
Job
Client Solutions
Remote
Full-Time
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50
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Job Description
Job Summary We are seeking an experienced and motivated Customer Service Team Lead to oversee daily customer support operations within our services organization. The ideal candidate will provide leadership, coaching, and performance management for a team of customer service representatives while ensuring exceptional service for clients, representatives, and business partners. This role requires strong communication skills, leadership experience, and the ability to support inquiries related to financial products, account servicing, licensing, appointments, and representative support. The Customer Service Team Lead will serve as a key resource for escalated issues and help drive operational excellence, compliance, and customer satisfaction. Key Responsibilities Lead, mentor, and coach a team of customer service representatives to achieve performance and service goals. Monitor daily workflow, call volume, response times, and service levels. Provide guidance and support for escalated client and representative inquiries. Assist customers and field representatives with questions regarding account servicing, financial products, licensing, appointments, and policy administration. Conduct quality assurance reviews and provide ongoing feedback and coaching. Support onboarding and training of new team members. Track team performance metrics and prepare reports for management. Collaborate with operations, compliance, licensing, and field support departments to resolve issues efficiently. Ensure adherence to company policies, regulatory requirements, and service standards. Identify process improvement opportunities to enhance customer and representative experiences. Maintain accurate documentation of customer interactions and issue resolutions. Foster a positive, team-oriented work environment focused on professionalism and client satisfaction. Qualifications Required High school diploma or equivalent. Strong verbal and written communication skills. Excellent problem-solving and conflict-resolution abilities. Proficiency with CRM systems, and customer service platforms. Ability to manage multiple priorities in a fast-paced environment. Preferred Associate's or Bachelor's degree in Business, Finance, Communications, or a related field. Experience in financial services, insurance, investments, or banking. Knowledge of life insurance products, securities operations, licensing processes, or representative support functions. Experience coaching teams based on performance metrics and quality standards. Key Competencies Leadership and team development Customer-focused mindset Financial services knowledge Communication and interpersonal skills Problem-solving and decision-making Performance management Time management and organization Compliance awareness and attention to detail Benefits Performance-based incentives Retirement savings plan Professional development and advancement opportunities Indeed Summary Version Customer Service Team Lead Lead and support a team of customer service representatives serving clients and field representatives within a growing financial services organization. Responsibilities include coaching staff, managing escalations, monitoring performance metrics, supporting licensing and account servicing inquiries, ensuring compliance standards, and delivering exceptional customer experiences. Financial services, insurance, or investment industry experience is preferred. Strong leadership, communication, and problem-solving skills required. .