Manager, Account Specialist

The role:

The Manager leads a team of Employer Services Account Specialists within the contact center, delivering consultative, proactive service to Human Resources professionals and employer representatives. The role is responsible for ensuring consistent daily execution of service processes, fostering strong employer engagement, and driving high‑quality outcomes across the end‑to‑end customer journey.

The Manager builds strong cross‑functional relationships and develops deep employer insight, including understanding employer strategy, business processes, goals, and decision‑making frameworks, to inform and enhance service delivery and overall employer experience.

What you will do:

• Lead and manage Employer Services Account Specialists to deliver consultative, proactive service, ensuring accurate interpretation and promotion of the Benefits Plan and Assistance Program. Guide the team in communicating and facilitating benefit changes, including Medical Plan pricing, benefit packages, benefit groups, dues incentives, and Employer Agreements.

• Manage real‑time contact center service performance, ensuring efficient, disciplined operations that deliver consistent and high‑quality employer experience aligned to a modern, scalable contact center model.

• Drive a consistent and scalable service approach with a focus on helping employers effectively support their employees.

• Monitor service metrics and key performance indicators, leveraging insights to drive continuous improvement in service delivery and operational effectiveness.

• Oversee contact center queues, volumes, and staffing, ensuring appropriate coverage, responsiveness, and achievement of service levels.

• Ensure team readiness to confidently and consistently handle employer‑specific inquiries, reinforcing expertise and service quality.

• Resolve escalated and complex employer issues, ensuring timely and effective outcomes.

• Provide strong leadership by managing individual performance, delivering coaching and feedback, and supporting the ongoing professional development of team members.

• Build cross‑functional relationships and leverage employer insights to inform and enhance service delivery; drive proactive outreach efforts to improve awareness, understanding, and participation.

• Partner across teams to align customer messaging on 800‑PRESPLAN and ensure consistency in service delivery.

• Ensure completion of quality assurance reviews for work performed by Employer Services Account Specialists and provide actionable feedback to support development and continuous improvement.

• Foster a culture of continuous process improvement, identifying opportunities to enhance efficiency, consistency, and overall service effectiveness.

What you need to succeed:

• Minimum 5 years of experience in a fast-paced operations or call center environment.

• Minimum 3 years of management or leadership experience (team lead, supervisor, or manager)

• Strong knowledge of benefits, or benefits administration experience preferred

• Bachelor’s degree or additional years of experience in lieu of degree

• Highly organized with strong attention to detail and the ability to manage competing priorities

• Excellent written and verbal communication skills, with the ability to effectively engage in a high‑interaction, real‑time service environment

• Ability to adapt to changing priorities, manage ambiguity, and consistently meet deadlines

• Skilled in leading and facilitating effective meetings

• Proven ability to collaborate across teams and functions to drive alignment, consensus, and results

• Experience delivering consultative, proactive service to professional clients (HR professionals, employers)

• Proven ability to manage:

  • Service levels and workforce planning

  • High‑volume service environments

  • Escalations and complex issue resolution

• Demonstrated capability in performance management, coaching, and developing staff

• Ability to lead, motivate, and build high‑performing, accountable teams in a real‑time service environment

• Proficiency with:

  • CRM or case management systems (e.g., Salesforce)

  • Contact center tools and performance dashboards

  • Microsoft Office Suite (Word, PowerPoint, Excel, Outlook)

• Strong ability to interpret data and drive performance improvements

• Solid organizational and operational planning skills

• Professional, customer‑centric approach with a strong commitment to service excellence

• Ability to take initiative, set priorities, and manage multiple projects effectively

• Sound judgment in analyzing and resolving complex issues

• Demonstrated commitment to continuous learning and professional development, staying current with industry trends and best practices

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.