Performance Outcomes 

Team Leadership & Development — 50% 

People Leadership & Escalation Support 

• Serve as the first point of escalation for team members navigating complex file issues, account problems, or client situations 

• Provide real-time guidance and support to specialists, helping resolve challenges without requiring manager involvement 

• Review work output and interactions to identify coaching opportunities and ensure procedures are consistently followed 

• Deliver timely, specific, and actionable feedback to support individual development and progression 

• Set clear expectations around performance, quality, attendance, and conduct in partnership with the Shared Services Manager 

• Support specialist growth and readiness for progression from Specialist I to Specialist II 

• Monitor workload distribution and assist with prioritization to ensure deadlines are met across the team 

• Surface performance trends and concerns to the Shared Services Manager with documented observations 

Reporting & Operations 

• Provide regular status updates to the Shared Services Manager on team performance, workload, and quality trends 

• Recommend process or system improvements based on frontline observations 

• Assist with real-time resource management and coverage as needed 

• Support cross-functional projects and special initiatives as assigned 

Enrollment & Onboarding Operations — 50% 

Electronic File Management 

• Pull, convert, load, and clear electronic enrollment files accurately and within established timelines 

• Identify, troubleshoot, and correct file errors and account-specific problems 

• Ensure file processing is completed in accordance with quality and compliance standards 

Client Onboarding  

• Manage the onboarding of new employee benefit group accounts through the electronic enrollment process 

• Ensure accurate system and contractual setup for all assigned group accounts 

• Develop and maintain onboarding schedules and timelines, facilitating meetings with clients and internal stakeholders as needed 

• Review enrollment, payment history, and billing invoices to provide support to groups, associates, and group members 

• Monitor client accounts at various onboarding stages to ensure progression stays on track 

• Handle inquiries received by phone, email, fax, or mail with a high degree of professionalism and urgency 

• Ensure a smooth and timely transition of completed onboardings to the appropriate Account Management team 

• Maintain timely communication and outstanding customer service throughout the onboarding lifecycle 

• Handle sensitive group accounts with discretion and appropriate prioritization 

Education, Knowledge, and Experience  

• High School diploma or GED required; some college preferred 

• 2+ years of enrollment, onboarding, or related Business Solutions experience preferred; LegalShield experience strongly preferred 

• Prior supervisory or lead experience preferred 

• Proficient in Microsoft Office (Word, Excel, PowerPoint, SharePoint) 

• Strong written and verbal communication skills with ability to interact with clients, internal stakeholders, and leadership 

• Demonstrated ability to manage multiple deadlines with strong attention to detail and organizational skills 

• Experience handling sensitive account information with a high level of confidentiality and professionalism 

• Strong problem-solving skills with the ability to identify and resolve file and account issues independently 

• Ability to coach, develop, and hold teammates accountable in a fast-paced, deadline-driven environment 

• Self-motivated, adaptable, and able to work independently or as part of a team 

• Models punctuality, reliability, and accountability for the team 

FLSA Status 

Non-exempt 

Physical Requirements/ Work Environment  

The work environment characteristics and physical demands described here are representative of these an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• Prolonged periods of sitting at a desk and working on a computer  

• Frequent use of hands and fingers to operate a computer keyboard, mouse, and telephone  

• Occasional standing, walking, bending, or reaching within the office environment  

• Ability to lift and/or move up to 10–15 pounds (e.g., files, office supplies, equipment)