Legal Resources, a premier provider of group legal services in the Mid-Atlantic Region with headquarters in Virginia Beach, is currently seeking a highly organized and adaptable individual to join our team as the Member Services Manager. For over 30 years, Legal Resources has proudly provided employer groups with our renowned legal plan as an employee benefit, placing utmost importance on delivering exceptional customer service to our members.
Job Title: Member Services Manager
Job Overview: As the Member Services Manager, you will be responsible for leading and developing a team of 10-20 paralegals who serve as customer service representatives in our member focused call center environment. Your ability to motivate and inspire your team, coupled with your exceptional organizational and communication skills, will be instrumental in driving operational efficiency, optimizing customer interactions, and ensuring customer satisfaction. If you are a results-driven leader with a passion for delivering exceptional customer service, we invite you to join our team and make a positive impact on our organization.
Responsibilities:
1. Team Leadership and Management:
- Lead and manage a team of paralegals in the member service department, providing guidance, coaching, and performance feedback to drive individual and team success.
- Conduct regular performance feedback sessions and quarterly and annual performance reviews.
- Oversee assignments of ancillary duties and cross-training for team members.
- Identify opportunities to streamline and improve collateral duties.
- Foster a positive work environment, promoting teamwork, open communication, and a customer-centric mindset.
- Be available on call after hours, weekends, and holidays.
2. Call Center Operations:
- Develop and implement strategies and processes to improve operational efficiency, maximize productivity, and enhance the customer experience.
- Continuously analyze call volumes, set and track call handling goals, and ensure adequate coverage and staffing.
- Monitor and analyze call center performance metrics, identify areas for improvement, and implement action plans to achieve service level objectives and customer satisfaction targets.
- Ensure adherence to call center policies and procedures, maintaining professionalism, efficiency, and quality in all customer interactions.
- Utilize call center software and technology to track and analyze customer interactions, identify trends, and make data-driven decisions.
- Manage and maintain the VOIP phone system and oversee extended hours/second shift operations.
3. Complaint Resolution and Member Satisfaction:
- Oversee the complaint resolution process, ensuring timely and effective responses to member concerns.
- Develop and manage processes for following up on member complaints and coordinate communication with field and HR staff.
- Coordinate with attorney relations for law firm audits and track issues at law firms to address member complaints.
4. Collaboration and Coordination:
- Collaborate with other departments to address customer concerns and resolve issues promptly.
- Coordinate with the Attorney Relations Department on member-related issues.
- Provide feedback to the leadership team and marketing/field services on member issues and trends.
- Provide input on law firm and member-related issues when requested by senior staff.
5. Regulatory Compliance and Case Reporting:
- Submit regulatory paperwork to the State Corporation Commission annually.
- Monitor, manage, and review ongoing case trends, ensuring accuracy and sharing detailed reports with upper management and cross-departmental teams.
6. Training and Development:
- Implement training programs and provide ongoing coaching and development opportunities for the call center team.
- Stay updated on industry trends and best practices to continuously improve operations and customer satisfaction.
7. Service Side CRM Management:
- Manage Service Side CRM software, including building, maintaining, and reporting for operational efficiency and accurate data management.
Qualifications:
- At least 5 years of proven experience in a call center management role, preferably in a legal or customer service environment.
- Strong leadership skills with a demonstrated ability to motivate and develop a team.
- Excellent organizational and communication skills.
- Ability to analyze data and make informed decisions to drive improvements.
- Proficiency in call center software and technology.
- Commitment to delivering exceptional customer service and continuous improvement.
Job Type: Full-time
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Experience level:
Shift:
Weekly day range:
Ability to Relocate:
- Virginia Beach, VA: Relocate before starting work (Required)
Work Location: Hybrid remote in Virginia Beach, VA