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Participant Services Supervisor

U.S. Retirement & Benefits Partners

in Harrisburg PA / Lakeland FL / Hybrid

Logo for U.S. Retirement & Benefits Partners


U.S. Retirement & Benefits Partners (USRBP) is an independent national financial services firm specializing in public school, governmental and corporate employee benefits plans and employer-sponsored retirement plans. The business was formed in 2008 and today is the largest independent specialist serving the K-12 market with over two million clients nationally. USRBP is the market leader with our dominant position in the educational and government sectors.

USRBP is looking for a Participant Services Supervisor for one of our Call Centers located in:

  • Harrisburg, PA
  • Lakeland, FL

Position Overview:

Reporting to the Director of Participant Services. The Participant Services Supervisor is primarily responsible for the day-to-day oversight and operations of a team of 13 - 15 Associates, ensuring its staff provide efficient, high-quality customer service to clients on a consistent basis. The ability to work in a fast-paced and deadline driven environment is essential.

The candidate must have the knowledge and skills to successfully lead a segment of the Participant Services Team. This position provides day-to-day leadership and coaching of Participant Services Associates so that they are successful in exceeding expectations regarding customer plans and benefits.


  • Monitor team performance, assist with hiring, identify training opportunities, and provide coaching to improve performance.
  • Review, implement, and enforce call center policies and procedures.
  • Demonstrate leadership, ownership, development oversight, and performance accountability for a designated team of Participant Services Representatives.
  • Conduct weekly 1:1 coaching sessions with team members to track professional development, address performance opportunities, and monitor progress/provide guidance on achieving performance targets.
  • Monitor, coach, and reinforce team accountabilities, Quality Assurance expectations, and other issues as they arise.
  • Actively monitor and take action on counseling and disciplinary actions (i.e. corrective action).
  • Handle complex customer inquiries and escalations and ensure they are seen through to resolution.
  • Coordinate team scheduling and ensure adequate coverage exists to manage call volume effectively.
  • Through strong listening skills answer participant and questions from the team in a timely, accurate manner.
  • Have a thorough understanding of all product offerings in order to accurately respond to escalated queries and assist the team.
  • Assist in training development and facilitation in partnership with the business partners Learning & Development department.
  • Continuously evaluate and identify opportunities to drive process improvements that positively impact the business.
  • Ability to provide professional and articulate written and verbal communication.
  • Must routinely meet daily, weekly, and monthly deadlines. Maintain a pleasant, patient, and friendly attitude during all internal and external interactions.


  • Must have 3-5 years of successful leadership experience working in a fast-paced call center environment.
  • The ability to develop and motivate staff to meet or exceed established goals and metrics.
  • Ability to work and make decisions in a timely manner both independently as well as collaboratively with team members that are in the best interest of the client and the company.
  • Competent in reading, analyzing, and interpreting statistical data and reporting on data as needed.
  • Consistently maintain a positive, approachable, and friendly attitude.
  • Regular attendance is required.
  • Proven capabilities with a thorough understanding of all system applications including all Microsoft Office Applications.
  • Retirement industry experience preferred with exposure to retirement fund types (403b, 401k, 457 or 401a funds), Health Reimbursement/Flexible Spending Account experience (medical billing, EOB’s, 213 eligible medical expenses, FSA debit cards, Dependent care eligibility).
  • Working knowledge of IRS retirement regulations.
  • Ability to measure KPI’s.
  • Solid understanding of all plan offerings and guidelines.
  • Ability to interact effectively with all levels of staff.

Essential Physical Requirements:

  • Ability to read, analyze and interpret written information such as procedure manuals, Company communications or governmental regulations.
  • Ability to frequently use hands to use keyboard and mouse, handle papers, and write.
  • Occasional travel may be required.
  • While performing the duties of this job, the employee is required to stand and sit, which may be restricted to the employee’s workstation, talk, and hear.
  • Specific vision abilities required by this job include close vision requirements due to substantial amount of computer work.
  • Regular, predictable attendance is required.


  • Salary between $50,000 to $65,000.


  • Health insurance
  • Dental
  • Vision
  • Paid Time Off & Holidays
  • Life Insurance

and much more!!!

How to Apply

To submit an application, please sent an updated resume to

A Verified Employer
U.S. Retirement & Benefits Partners has trusted BenefitsLink to help reach qualified candidates for this opening.

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