Work Location Type

Home Based

The primary function of this role is to provide live, real-time assistance to support center specialists, which includes providing guidance in a digital work environment and being the first point of contact for all team members.  Team Leads are also the first point for resolving escalated customer issues, which can include speaking to the accountholder, researching the reason for escalation, owning the resolution, and providing feedback and recommendations to the business. This role is also responsible for coaching/mentoring and refresher training of all members of the Support Department. This role will also involve providing feedback, conducting testing, implementation of new technology, software applications and product offerings.  The Team Lead position assists in the review of all internal Policies and Procedures and training materials. Through verbal and written communications, the individual in this position develops, strengthens, and maintains a positive relationship with our accountholder team members, and firm associates.  

 

Duties & Responsibilities: 

• Assist the Manager in monitoring activities of the Support team including but not limited to:  

• Providing front line assistance to the team 

• Being the first point for escalation and providing de-escalation coaching to team members 

• Coach the team to meet their quality and survey goals 

• Meeting established service levels  

• Coaching/Training team members, including providing feedback for mid-year and annual performance reviews.  

• Design and test new product offerings and new software applications.  

• Providing backup support for employees and managers  

• Maintain a positive work atmosphere with the team and internal departments. 

• Review and resolve complex accountholder requests  

• Assist in updating, and reviewing internal Policies and Procedures  

• Guide Team members to utilize Digital Coach tool in their workflow 

• Manage escalated client calls and assist managers with following up with account holders  

• Provide answers to client inquiries regarding Inspira’s products, services, and fees  

• Provide direct feedback to team members on areas of opportunities to enhance services provided to the accountholder. Participate in providing feedback for mid-year and annual reviews.  

• Utilize sound judgment to escalate issues that may require intervention of the manager  

• Provide answers to accountholder inquiries regarding Inspira’s products, services, and fees.  

• Maintain a professional approach to client service, consistent with Inspira’s protocol and service levels.  

• Recommend and implement ways to improve efficiency and quality.  

• Manage special projects 

• Other duties as assigned.

 

This position follows a weekly rotating schedule with shifts of 7 a.m. CT to 3:30 p.m. CT, 10:30 a.m. CT to 7 p.m. CT, and 12:30 p.m. CT to 9 p.m. CT. Saturday rotations include shifts of 7 a.m. CT to 3:30 p.m. CT, 9 a.m. CT to 5:30 p.m. CT, and 10:30 a.m. CT to 7 p.m. CT. Schedules are subject to modification by the Company due to business needs.

 

Preferred Qualifications

Education & Experience: 

 

• Bachelor's degree in business, Communications, or related field  

• 5-7 years of applicable experience  

 

Skills & Abilities: 

• Knowledge and experience with Retirement Accounts and IRS rules and regulations for R&W OR knowledge of reimbursement accounts like FSA and HRA for H&B 

• Able to transfer knowledge and coach in a 1-1 setting 

• Energetic, client service focused individual  

• Possesses strong written and verbal communication skills

• Able to apply relationship building skills to internal and external clients

• Has strong computer aptitude; proficient in Microsoft suite of products  

• Display timely and accurate decision making.  

• Strong problem-solving and decision-making skills and ability to multi-task, and ability to navigate several systems simultaneously to support servicing the client

• Is detail-oriented, organized, and dependable  

• Active Listening skills   

• Innovative Thinker  

• Patience/empathy   

• Proactive approach to resolving issues  

• Be able to work in a high volume, fast paced environment   

• Takes accountability with great follow through skills  

• Ability to maintain the highest quality of service and professionalism

• Possess a cheerful outlook and be able to perform well in a collaborative team environment

• Ability to solve complex issues, both independently and in a collaborative team environment with a focus on FCR (first call resolution)  

• Working knowledge of Salesforce/Service Cloud preferred  

• Working knowledge of trust accounting systems preferred, including some familiarity with investments (R&W only) 

• Bilingual language skills are preferred

Pay Range

$22.50/hr-$25.50/hr

Compensation & Benefits

About Us Posting

Take the next step in your journey at Inspira Financial. You will help businesses and individuals thrive today, tomorrow, and into retirement. Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity. Join us as we strengthen and simplify the health and wealth journey -- relentlessly pursuing better outcomes for all. We believe in finding the best talent! While some roles are based at one of our office locations, remote roles can sit in any of the following states: AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA and WV. Remote status and role locations are subject to change. Relocation is not provided.

Employees within a 90-minute radius of our Oak Brook, IL headquarters are required to adhere to the company in-office work guidelines of 4 days per month minimum from 10 am to 2 pm (1 of the 4 days must be a Monday or Friday).

This requirement does not apply to support specialist positions.

Don't meet every single requirement? Here at Inspira Financial, we believe there is no "perfect" candidate and want to encourage applying even if all the requirements listed aren't met. Our goal is to build an authentic workplace by valuing diversity in our candidates. We work to ensure that our team reflects the diversity of the businesses and clients we serve. We are always looking to expand our growing team with dynamic and enthusiastic individuals. If you enjoy a collaborative, fun environment that champions career development, Inspira Financial is the place for you! We look forward to receiving your application! Check out this Inspira Financial video to learn more about our company!

Inspira Financial provides health, wealth, retirement, and benefits solutions that strengthen and simplify the health and wealth journey. With more than 7 million clients, representing over $62 billion in assets, Inspira works with thousands of employers, plan sponsors, recordkeepers, TPAs, and other institutional partners -- helping the people they care about plan, save, and invest for a brighter future. Inspira relentlessly pursues better outcomes for all with our automatic rollover services, health savings accounts, emergency savings funds, custody services, and more. Learn more at inspirafinancial.com.

We have been recognized for our remarkable growth on lists such as Crain's Fast 50 and Inc. 5000, and for our outstanding workplace culture and benefits with Built In's 2025 Best Places to Work and Gallagher's 2022 Best-In-Class Employer awards.