Customer Service Team Lead - Life & Health

Brown & Brown, through One80 Intermediaries and Pearl Insurance, is seeking a Customer Service Team Lead to support its Affinity Customer Service team. The role provides frontline coaching, technical guidance, escalation support, workflow oversight, training assistance, quality monitoring, and reinforcement of service, accuracy, and compliance standards.

Responsibilities:

• Serve as the initial escalation resource for CSRs for procedures, systems, product knowledge, and member inquiries
• Support new hire onboarding and ongoing training through shadowing, refresher sessions, job aids, and side‑by‑side coaching
• Assist the Supervisor with monitoring queue activity, service levels, and workflow distribution
• Conduct call observations and participate in quality assurance (QA) reviews; document and elevate coaching insights
• Provide real‑time support using the Five9 and Synergy
• Review survey comments and member feedback, identifying trends for process or training improvements
• Reinforce departmental procedures, customer service standards, and HIPAA requirements
• Partner with Workforce Management to identify coverage needs, schedule adherence issues, and call‑volume trends
• Assist in developing and maintaining SOPs, training materials, workflows, and reference documentation
• Promote team engagement through effective communication, professionalism, peer support, and recognition
• Demonstrate dependable and punctual attendance to ensure consistent frontline support
• Offering timely performance insights and development observations to the Supervisor
• Supporting consistent execution of departmental expectations, procedures, and service behaviors
• Modeling organizational core values, professionalism, accountability, and ownership of outcomes
• Contributing to a collaborative, inclusive, and continuous‑improvement‑focused culture

Requirements:

• High school diploma
• Minimum of 3 years of customer service experience
• Previous senior CSR, mentor, or informal leadership experience
• Technical experience with Five9 telephony platform
• associate or bachelor's degree
• in the insurance industry