Manager I - Customer Care - FEP

The Manager I - Customer Care (FEP) oversees customer service staff and establishes departmental policies and procedures. The role involves managing benefit program administration, communicating required disclosures, auditing for compliance, and leading hiring, training, coaching, and performance evaluation of direct reports.

• direct implementation and administration of benefit programs
• prepare and communicate benefit program information and government mandated disclosures
• audit for efficiency and compliance and prepare specialized reports
• hire, train, coach, counsel, and evaluate performance of direct reports
• oversee customer service operations and departmental policy/procedure implementation

This is a customer care operations management role with compliance and auditing responsibilities for benefit program administration and government mandated disclosures. It does not specify a technical stack, but emphasizes call center operations and claims service operations knowledge as preferred.

The ideal candidate has a BA/BS degree with 5+ years of customer service experience and at least 1 year in a leadership role. They have experience managing customer service staff in a call center environment and can establish departmental policies and procedures while auditing for efficiency and compliance; prior FEP (Federal Employee Program) experience is strongly preferred.