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Customer Service Team Lead – Life & Health
Brown & Brown Insurance. Serve as the initial escalation resource for CSRs regarding procedures, systems, product knowledge, and member inquiries .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer service, training, and quality assurance within the insurance industry, while ensuring compliance with HIPAA requirements and promoting a collaborative team environment.
Highest-signal resume keywords
Customer Service ExperienceFive9 Telephony PlatformQuality AssuranceTraining DevelopmentHIPAA Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer ServiceTrainingQuality AssuranceWorkflow ManagementSOP Development
Soft Skills
CommunicationProfessionalismTeam EngagementAccountabilityCollaboration
Tools & Technologies
Five9Synergy
Certifications & Qualifications
Life & Health Insurance Licenses
Industry Keywords
Insurance IndustryMember InquiriesService LevelsQueue MonitoringContinuous Improvement
About the role
Key responsibilities & impact- Serve as the initial escalation resource for CSRs regarding procedures, systems, product knowledge, and member inquiries
- Support new-hire onboarding and ongoing training through shadowing, refresher sessions, job aids, and side-by-side coaching
- Assist the Supervisor with monitoring queue activity, service levels, and workflow distribution
- Conduct call observations and participate in quality assurance reviews; document and elevate coaching insights
- Provide real-time support using Five9 and Synergy
- Review survey comments and member feedback, identifying trends for process or training improvements
- Reinforce departmental procedures, customer service standards, and HIPAA requirements
- Partner with Workforce Management to identify coverage needs, schedule adherence issues, and call-volume trends
- Assist in developing and maintaining SOPs, training materials, workflows, and reference documentation
- Promote team engagement through communication, professionalism, peer support, and recognition
- Offer performance insights and development observations to the Supervisor
- Support consistent execution of departmental expectations and service behaviors
- Model organizational values, professionalism, accountability, and ownership of outcomes
- Contribute to a collaborative, inclusive, and continuous-improvement-focused culture
Requirements
What you’ll need- High school diploma required
- Associate or bachelor’s degree preferred
- Minimum of 3 years of customer service experience, preferably in the insurance industry
- Previous senior CSR, mentor, or informal leadership experience
- Technical experience with Five9 telephony platform
- Life & Health insurance licenses may be required for this role
- Dependable and punctual attendance
- Ability to support procedures, systems, product knowledge, member inquiries, training, quality assurance, workflows, and HIPAA requirements
Benefits
Comp & perks- Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
- Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
- Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
- Paid Time Off
- Holidays
- Preferred Partner Discounts