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Customer Service Quality Manager

Wespath Benefits and Investments

in Glenview IL

Wespath Benefits and Investments, recognized as a 2017-2022 Chicago’s Best and Brightest Companies to Work For® and a 2021 National Best and Brightest Companies to Work For®, has an opportunity for a Customer Service Quality Manager. 

At Wespath customer satisfaction and teamwork are just two of our core values. In this role you’ll play an important part in helping the customer service department ensure customer satisfaction is being delivered by ensuring that department employees are receiving the training needed and the benefits being administered are delivered at the quality levels we strive for.

In 2022 the Customer Service department started a transition in how the department services customers. This transition includes changes in the department structure, its technology, and processes. As the Customer Service Quality Manager you’ll play an important role in helping the department through the change.

The Customer Service Quality Manager provides leadership, defines and improves processes, helps resolve escalations and has budget responsibility. More specifically the manager:

1. In partnership with others, establishes policies and makes business decisions related to their area.
2. Ensures continuous learning and development of Customer Service employees; and
3. Provides management with statistical data on performance results and supports Leadership in the development of staff.

Customer Service Quality Manager Benefits:

• Medical, dental, vision and well-being benefits from our HealthFlex Exchange on day one!
• 8% employer contribution to retirement plan with an additional match up to 2% on day one!
• 22 days of PTO + 12 paid holidays in 2023
• Hybrid work environment
• Free financial planning assistance from EY
• Paid parental leave
• Tuition reimbursement and other development opportunities

Minimum Requirements/Qualifications:

• Bachelor’s degree in business or related field; or equivalent work experience
• 7 years of process design and/or quality control experience preferably in the financial services industry
• 2 years of people management experience
• Experience with benefit administration
• Proven analytical ability, process oriented, root cause analysis experience.

Preferred Requirements/Qualifications:

• MBA or Master’s degree in related discipline
• Six Sigma, CQA or other equivalent quality certification.
• Knowledge of Defined Contribution and Defined Benefits, specifically 403(b) Pension Plans.
• Knowledge of health and welfare plans.

To learn more about Wespath Benefits and Investments please visit: wespath.org

How to Apply

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