Manager, Customer Service - IntelliScript (Remote)

Milliman is a respected consultancy providing data, products, and professional services to the insurance industry. The Manager of Customer Service will oversee a team of Customer Service Administrators, ensuring effective communication and processing of consumer inquiries and requests.

Responsibilities:

• Coach and mentor the customer service team to ensure prompt and professional responses to applicants’ inquiries via phone and email
• Oversee the processing of FCRA requests and inquiries, ensuring efficient handling of high volumes
• Maintain service level agreements (SLAs), turnaround times, and high levels of consumer satisfaction
• Directly manage and resolve escalated situations and complex cases
• Maintain oversight of daily operations, including monitoring key metrics, managing daily volume, and ensuring appropriate resourcing
• Develop and implement process improvements to enhance the efficiency and quality of customer service operations
• Take ownership of additional projects and initiatives as needed, supporting continuous improvement and professional development within the team

Requirements:

• High school diploma or GED required
• Intermediate proficiency in Microsoft Word, Excel, and Outlook
• Minimum of 5 years of customer service experience, preferably in a phone-based environment
• At least 5 years of administrative experience
• Strong leadership skills and ability to coach team members to their best performances
• Adapts quickly to established processes and consistently meets project deadlines
• Effectively analyzes issues and presents clear, actionable resolutions
• Demonstrates a proactive, solution-oriented attitude; no task is too big or too small
• Committed to resolving customer concerns and ensuring complete satisfaction
• Possesses exceptional communication skills—professional and articulate across all mediums (phone, email, video conferencing, etc.) with clients and colleagues
• Thrives in both entrepreneurial and collaborative environments
• Balances strict adherence to detailed processes with the ability to identify trends and solve business challenges
• Maintains a strong attention to detail
• Eager to learn and continually seeks opportunities to enhance knowledge and skills
• Self-motivated to assess needs, research solutions, and find common ground with diverse perspectives
• Pursues ongoing professional development and education
• Excels at prioritizing and managing multiple tasks and projects simultaneously
• Demonstrates strong multi-tasking and organizational abilities
• Bachelor's degree
• Previous team lead or management role overseeing customer service
• Experience using Salesforce to locate and record information
• Familiarity with the insurance industry
• Proficiency in Spanish, including speaking and translation skills