What are the responsibilities and job description for the Retention Team Lead position at National Healthcare Solutions, Inc.?
About Us
We are a dynamic enterprise group of managed care and health insurance service companies which have become industry leaders in their diverse specialties. Headquartered in Dallas, Texas, the group has 10 offices around the world, including the United States, Canada, Panama, Ecuador, Colombia, and Dubai, and employs over 700 employees of various nationalities.
Position Summary
POSITION SUMMARY
The Retention Team Lead position is to provide comprehensive support to several agencies, their subagents, and their clients in retaining their policy with VUMI. Liaise with cross‐functional internal teams to ensure the timely and successful delivery of service and facilitate retention efforts. The Retention Team Lead is the lead point of contact for their team, their agencies and is to support their staff in day-to-day operations. This position is to deliver timely reporting, manage a team focused on achieving their goals, provide personalized service, and ensure responsiveness for agents to feel confident, engaged, and motivated to help drive retention and service satisfaction.
ESSENTIAL FUNCTIONS
Relationship and Performance Management- Develop relationships with all levels of clients and achieve positive reviews about retentions and service.
- Obtain timely reports and follow up with the agencies as well with the team to achieve retentions goals.
- Work with insurance agents throughout the Company and internal operations teams to understand and fulfill clients’ needs.
- Serve as the main point of contact for all the retention matters related to the agents and clients.
- Ensure consistent engagement with agencies and their subagents (calls, emails, WhatsApp, etc.).
- Respond to inquiries from clients and agents and provide updates in a timely manner.
- Resolve complaints and follow through to appropriate solutions.
- Act as issue escalation point and proactively recommended solutions to challenging client situations.
- Facilitate the Agent’s retention efforts by providing reports and information regarding our product offering, services, tools and company information in general.
- Gather and communicate feedback from and to agents.
- Monitor agency performance, anticipate changes and improvements.
- Coordinate presentations and calls, provide training and webinars on retentions, resources and company information.
- Keep track of agency retentions and prepare reports on account status.
- Execute call plans to follow up on pending cases to help increase closing ratio.
- Collaborate with sales team to identify grow opportunities and support sales strategies.
- Help forecast and track key account metrics, trends, and communicate progress.
- Generate reports related to agent’s portfolio, profitability and hierarchy.
- Supports renewal process to achieve high retention rate.
- Provide recommendations on procedures to improve efficiency.
- Participate in projects, initiatives and perform other duties as assigned.
- Supports Agents in closing new business and renewals through weekly review of status.
- Reports to help grow and maintain the business portfolio.
- Works closely with Sales, Marketing and Operations providing systematic follow‐up and feedback to improve our service and processes.
- Maintain performance, collaborate with other departments to meet corporate objectives.
MINIMUM QUALIFICATIONS
- Excellent interpersonal skills.
- Analytical and interpretive skills.
- Excellent oral and written communication, including presentation skills.
- Strong organizational skills, with attention to detail.
- Proven ability to manage multiple projects at a time.
- Team-oriented and collaborative with the ability to work independently.
- High adaptability to change and flexibility.
- Fluent in Portuguese and English (written and spoken). Spanish is a plus.
- Ability to multi‐task, work under high paste environment, and define priorities.
- Self‐motivated and able to thrive in a result-driven environment.
WORKING CONDITIONS
The following job-related working conditions are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential function.
Education and Experience
- Bachelor’s degree (B.A. or B.S) or associate degree from an accredited institution, preferably in business, marketing or related fields.
- Experience in Customer Service and/or healthcare, and health insurance.
- Knowledge of the travel and life insurance industry.
- Proven account management or other relevant experience.
- Excellent computer skills with proficiency in Microsoft Word, Excel, PowerPoint and Outlook.
Work Environment
The role primarily operates in an in-door, climate-controlled office setting working in close proximity to others. Noise level in the work environment is low to moderate. Light level provides adequate brightness for reading, computer work, and other tasks without causing glare or strain.
Physical Demands
The job primarily involves sedentary work with prolonged periods of sitting at a desk. While performing the duties of this job, employees may occasionally be expected to:
- exert up to 10 pounds of force and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Operates standard office equipment such as copiers, computers, telephones, printers, etc.
Travel Requirements
Minimal to no travel required
NOTE
This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise.
The Company complies with employment regulations as they apply to the location of service.
