Director of Employer Services

Our client, a benefits management company serving the religious community, is looking to add a Director of Employer Services to their team in Philadelphia, PA. In addition to a competitive salary, they offer:

Medical, dental, and vision coverage.

Defined benefit pension plan.

403(b)(9) retirement savings plan.

Generous paid time off, including sick time, holidays, and 22 days of personal leave.

Tuition assistance.

Employee Assistance Plan and other health and well-being resources.

Employer-paid death benefits with opportunities to purchase additional coverage.

Employer-paid Short-Term and Long-Term disability coverage.

Access to education and grant assistance programs.

Discount programs on entertainment, travel, and more.

Volunteer and other service opportunities in the community at large.

Hybrid schedule (Mondays and Fridays remote)

This position will:

Provide effective leadership to the Employer Services team by managing individual performance, providing coaching and feedback, and ensuring the team's continued professional development.

Improve the customer experience and operational effectiveness and efficiency for members and employers by identifying customer service improvement opportunities.

Support Plan changes by educating employers and congregations of changes so they can make informed decisions.

Serve as liaison between Employer Services, Church Engagement, Implementation, and Affiliate Markets teams to address customer feedback and insights on escalated employer service delivery issues.

Partner with employers, members, and Affiliate Markets to support onboarding of new accounts to ensure enrollments are completed timely and accurately.

Partner with employers, members, and the Marketing & Communications and Affiliate Markets teams to support annual enrollment on-site meetings so employers and employees understand their roles, benefit offerings, and timeline for completion.

The ideal candidate will have:

Experience in a benefits administration environment and knowledge of employee benefits.

Experience managing a call center or contact center

A demonstrated understanding of excellent customer service concepts, customer experience, and delivery methods.

Demonstrated experience with leading customer care technologies, preferably Salesforce, including knowledge base, preferably Salesforce Service Cloud, a strong command of data and analytics.

Ability to work on-site at the office in Philadelphia.

An ability, interest and desire to stay current via seminars, industry literature, and formal training and development.

This is a full time, direct hire opportunity.