Client Service Center Manager- Billing Unit

Location Designation: Hybrid - 3 days per week
Group Benefit Solutions deliverscomprehensive insurance and absence management solutions for mid-sized and large companies. Our work fosters a healthier, happier, and more secure workforce, contributing to New York Life's legacy of beingthere when we're needed most. Here, you'll design, implement, and support these solutions directly impacting employees' lives. At our core, we provide financial security and peace of mind to people through our absence, accident, disability, voluntary benefits, and life insurance solutions. Click here to learn more about Group Benefits solutions.
Location: Hybrid in Bethlehem, Pennsylvania. Remote work arrangements may be considered for exceptional candidates.
Role Overview:
The Client Service Center Manager leads a team of approximately 10-15 Client Service Representatives responsible for billing administration inquiries, client education and training, and issue resolution for clients, brokers, and internal business partners. The Manager owns daily service delivery and team performance, ensuring requests are handled accurately, within established service standards, and with clear communication through resolution.
This role requires an engaged leader who stays close to the work, sets clear expectations, and develops employees through direct feedback and practical support. The Manager anticipates service risks, takes timely action, and partners with Client Service, Revenue Management, and other business areas to resolve complex billing issues and improve the client experience.
What You'll Do:
Daily Operations and Service Delivery

• Manage daily billing unit operations, including work assignments, queue coverage, and prioritization of service requests.
• Stay actively engaged in daily operations. Monitor request volume, aging, and outstanding work, and take timely action to address delays, remove barriers, adjust resources, and escalate capacity concerns.
• Hold the team accountable for timeliness, productivity, quality, and accurate documentation. Establish clear ownership of requests and expect timely progress updates and completion without repeated follow-up.
• Own escalated billing inquiries through resolution, coordinating with the appropriate partners and ensuring clients and stakeholders receive timely updates.
• Manage staffing and coverage within the approved budget and staffing model, balancing service needs with effective use of resources.

People Leadership and Development

• Set clear expectations and provide direct, constructive feedback and regular coaching. Address performance gaps promptly, provide the support needed to improve, and recognize strong results.
• Identify training needs and coordinate onboarding, ongoing development, and cross-training to strengthen billing knowledge and team coverage.
• Create an environment where employees raise concerns early, ask for help when needed, and take responsibility for resolving issues. Remain available to provide guidance on complex inquiries and reinforce sound judgment and follow-through.

Quality and Continuous Improvement

• Analyze service request trends, quality findings, and Voice of the Customer feedback to identify recurring issues and opportunities to improve service.
• Investigate delays and errors, identify their causes, and implement corrective actions. Monitor results to determine whether the changes are effective.
• Maintain consistent workflows, procedures, and service documentation across locations, reinforcing adherence to established policies and controls.
• Lead the team through new processes, tools, and operational changes, ensuring employees are trained and prepared to deliver consistent service.

Business Partnerships and Communication

• Build effective relationships across Client Services, Revenue Management, and other business areas to resolve issues and clarify ownership and handoffs.
• Communicate service performance, emerging risks, and recommended actions to leadership, using accurate reporting to support decisions.
• Participate in projects and initiatives that improve billing administration and the client experience. Exercise independent judgment and influence outcomes across teams.

What You'll Bring:

• Bachelor's degree or equivalent work experience, with a minimum of three years of experience in customer service, client service, or revenue management.
• Strong knowledge of group insurance products, related operational processes, and supporting systems, including an understanding of self-administered billing administration.
• Ability to lead and develop employees, establish expectations, and address performance issues with clear, constructive feedback.
• Strong problem-solving, communication, and organizational skills, with the ability to manage competing priorities and complex service issues.
• Ability to interpret operational data, identify service risks, and translate findings into practical actions.
• Ability to collaborate across business areas, exercise independent judgment, and support adoption of operational changes.
• Proficiency with workflow systems, reporting tools, Salesforce, GBA, and Microsoft Office.

Preferred Qualifications

• Experience managing a service team, including employees working remotely or across multiple locations.
• Experience in a broker- or client-facing service environment, preferably supporting group insurance billing administration.

It is recommended that all qualified candidates apply to this posting as soon as possible. Residents of Colorado are hereby notified that the deadline to apply is two weeks from the Posting Date listed above.
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Pay Transparency
Salary range: $73,000-$104,000
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Actual base salary will be determined based on several factors but not limited to individual's experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.
Actual base salary within that range will be determined by several components including but not limited to the individual's experience, skills, qualifications, and job location.In addition to base salary, employees may also be eligible to participate in an incentive program.
Our Benefits
We provide a full package of benefits for employees - and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.Click hereto discover more about our comprehensive benefit options or visit our NYL Benefits Site.
Our Diversity Promise
We believe in a diverse workforce because it is our mission to advocate for the financial security and success of people in every community. This is why diversity, equity, and inclusion (DEI) are guiding principles that are embedded in our brand and our culture. Click here to learn more about how we have been recognized for our leadership.
Recognized as one of Fortune's World's Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We're proud that due to our mutuality, we operate in the best interests of our policy owners. To learn more about career opportunities at New York Life, please visit the Careers page of www.NewYorkLife.com.
Job Requisition ID: 95143
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