Jeff Riser Email & Phone Number

Plymouth, Mn, Us

Provide oversight, tactical/strategic planning for the enrollment call center team as they provide exceptional assistance to their customers. This includes daily supervision of call center team and processes, including prioritizing, scheduling and escalations. In addition, this includes:• Managing customer handling (call flow) processes, developing standards, processes, procedures and documentation to support quality and service goals involving triaging and assignment of incoming calls to closing a call with a satisfied customer.• Monitoring and maintaining service levels to ensure enrollers are properly supporting the program, Employee development, performance management/improvement, and succession planning,• Developing, coaching, supporting and evaluating the team:o Providing feedback and coaching timelyo Evaluating and coaching customer service skills to assure consistent qualityo Fostering/mentoring a consistent positive, cooperative, courteous, and professional attitudeo Creating and delivering performance reviewso Managing attendanceo Administering disciplinary action as necessaryo Recognizing and rewarding excellent team performanceo Interviewing prospective new employeeso Ensuring employees have the necessary training and job aids to perform their job responsibilities• Collaborating with technology providers to escalate and resolve issues.• Interacting with key external users for feedback to make process improvement/enhancement recommendations and most importantly, striving to continuously improve results and customer satisfaction.

Columbia, Sc, Us

General Summary Responsible for oversight of a team of customer service specialists who handle all billing and service needs for Colonial Life’s plan administrators, producers, brokers and insureds. This includes serving as the account manager for all commercial accounts, ownership and accountability of all billing and premium discrepancy reconciliation of accounts up to and exceeding $1 million in monthly premium, serving as point person for all service issues and where necessary, attending meetings at account or field locations in preparation for enrollments or to address service needs. In addition, they are responsible for managing exceptions, identifying and implementing solutions to manage risk and profitability within accounts, marketing E-Services and building relationships with all customer constituencies.Principal Duties and Responsibilities Manage team of service providers to assure service goals are met or exceeded by assuring proper alignment of resources and monitoring key service metrics. Identifies developmental opportunities and provides support to develop employees to improve service provided to Colonial Life’s customersServes as key point of contact for all service issues for Colonial Life accounts in the western U.S.Proactively seeks opportunities to interact with Colonial Life’s producers and plan administrators to foster strong relationships, aid in their understanding of the company’s practices and procedures.Initiates onsite meetings at customers’ locations or host them at the Colonial Life home office.Provides all Account Management functions for commercial accounts (<1,000 lives).Accountable for the processing and service relationships with accounts totaling $456 million in annualized premium.Identifies and resolves issues pertaining to risk, profitability and customer satisfaction to the extent that latitude is provided to make exceptions that protect the company’s and customer’s interests.

Columbia, Sc, Us

Responsible for the daily operations of the Internet Response Team, Resource Management Team, Quality Assurance and the Colonial Switchboard, and Claims Agent Phone Team.Served as primary contact for all Claims related issues for Colonial Life’s sales organizationEnsured consistent, superior service to all internal and external customersEstablished trust and built effective working relationships with all directsIdentified opportunities for the individual growth and development of all directs based on the personal goals and aptitudeFormulated individualized development plans, which included job shadowing, additional training, and actual hands-on experience, to ensure all directs achieved the desired outcomes of their development plansEnsured consistent performance management across all teamsPlanned and assisted in the management a 4mm+ annual budgetServed as Business Owner and Project Manager for numerous department and corporate projects