The role:

The Director, Employer Services, reports to the Vice President, Customer Engagement, and has responsibility for a broad portfolio of customer facing services and drives Employer Services and customer engagement effectiveness and operational efficiency in support of service delivery and innovation. In collaboration with the Plan Operations leadership team, the Director executes a comprehensive Employer Services strategy, identifies customer service improvement opportunities through analysis and data driven insights, and provides strategic direction for daily operations that unify service initiatives across all customer segments and service channels.

What you will do:

• Provide effective leadership to the Employer Services team by managing individual performance, providing coaching and feedback, and ensuring the team’s continued professional development.
• Improve the customer experience and operational effectiveness and efficiency for members and employers by identifying customer service improvement opportunities.
• Support Plan changes by educating employers and congregations of changes so they can make informed decisions.
• Serve as liaison between Employer Services, Church Engagement, and Affiliate Markets teams to address customer feedback and insights on escalated employer service delivery issues.
• Partner with employers, members, and Affiliate Markets team to support onboarding of new accounts to ensure enrollments are completed timely and accurately.
• Partner with employers, members, and the Marketing & Communications and Affiliate Markets teams to support annual enrollment on-site meetings to help employers and employees understand benefit offerings and timeline for completion.

What you need to succeed in the role:

• An ability to lead, motivate, and develop staff.
• 7 or more years’ experience leading client account management teams preferably within an employee benefits administration discipline.
• Demonstrated experience cultivating strategic client account management relationships.Demonstrated call center knowledge and expertise and experience leading teams in a complex, multi-skill call center.
• A bachelor’s degree in business administration or related field preferred; designations such as Certified Employee Benefits Specialist (CEBS) or professional affiliations are a plus.
• Experience growing, managing, and inspiring internal teams with strong leadership and organizational skills complemented by a relationship building management style.
• Experience in a benefits administration environment and knowledge of employee benefits.
• A demonstrated understanding of excellent customer service concepts, customer experience, and delivery methods.
• Strategic and critical thinking abilities to anticipate, analyze, forecast, and capitalize on opportunities for improvement and assist with working through appeals and escalations from employers and members.
• Excellent communication skills with an ability to foster consistent delivery of service across multiple customer-facing channels and understand the needs of customers and staff.
• Demonstrated experience with leading customer care technologies, preferably Salesforce, including knowledge base, preferably Salesforce Service Cloud, a strong command of data and analytics.
• Ability to work on-site at the 2000 Market Street office in Philadelphia.
• An ability, interest and desire to stay current via seminars, industry literature, and formal training and development.

We offer a generous benefits package for eligible employees.

• Medical, dental, and vision coverage.
• Defined benefit pension plan.
• 403(b)(9) retirement savings plan.
• Generous paid time off, including sick time, holidays, and 22 days of personal leave.
• Tuition assistance.
• Employee Assistance Plan and other health and well-being resources.
• Employer-paid death benefits with opportunities to purchase additional coverage.
• Employer-paid Short-Term and Long-Term disability coverage.
• Access to the Board’s education and grant assistance programs.
• Discount programs on entertainment, travel, and more.
• Satisfaction gained from working for a service-oriented employer.
• Volunteer and other service opportunities in the community at large.

Our recruiting process is simple.

If you’re interested in a role at the Board of Pensions, apply online at pensions.org. If your skills match an open position, one of our recruiters will set up a phone or Microsoft Teams interview to discuss your interests, background, and skills. They’ll also answer any questions you might have. If you are selected to continue with the recruitment process, you will meet the hiring manager and other relevant team members.

To protect the health of our staff, we encourage everyone to receive FDA-approved vaccinations that may reduce the spread of certain infectious diseases, such as the flu and COVID-19.

We are an Equal Opportunity Employer.

The Board of Pensions of the Presbyterian Church (U.S.A.) is proud to be an equal opportunity employer We value diversity, equity, and inclusion and do not discriminate based on race; color; sex; national origin; age; pregnancy, childbirth, or a related medical condition; military/veteran status; marital/domestic partner status; physical or mental disability; medical condition; religion or religious affiliation, except where determined to be a bona fide occupational qualification; sexual orientation; gender; gender identity or expression; genetic information; ancestry; or any other category protected by applicable federal, state, or local law.