Manager, Customer Service - IntelliScript (Remote)

What We Do

Milliman IntelliScript is a group of a few hundred experts in fields ranging from actuarial science to information technology to clinical practice. Together, we develop and deploy category-defining, data-driven, software-as-a-service (SaaS) products for a broad spectrum of insurance, health IT and life sciences clients. We are a business unit within Milliman, Inc., a respected consultancy with offices around the world.

Candidates who have their pick of jobs are drawn to IntelliScript's entrepreneurial and collaborative culture of innovation, excellence, exceptional customer service, balance, and transparency. Every single person has a voice in our company, and we challenge each other to push the outer limits of our full, diverse potential. And, we've shown sustained growth that ensures you'll have room to grow your skillset, responsibilities, and career.

Our team is smart, down-to-earth, and ready to listen to your best ideas. We reward excellence and offer competitive compensation and benefits. Visit our LinkedIn page for a closer look at our company, and learn more about our cultural values here.

Milliman invests in skills training and career development and gives all employees access to a variety of learning and mentoring opportunities. Our growing number of Milliman Employee Resource Groups (ERGs) are employee-led communities that influence policy decisions, develop future leaders, and amplify the voices of their constituents. We encourage our employees to give back to their varied professions, including leadership in professional organizations. Please visit our website to learn more about Milliman's commitments to our people, diversity and inclusion, social impact, and sustainability.

What this position entails

Milliman, Inc. is recognized as a top firm that provides data, products, and professional services to the insurance industry. IntelliScript is a practice within Milliman that provides health and life insurers with real-time data and underwriting decision support tools via software-as-a-service (SaaS). IntelliScript offers an innovative suite of products which interpret and deliver electronic medical data (such as prescription histories, diagnoses, treatment data, etc.) to help our clients make effective underwriting and pricing decisions. Our company offers a unique entrepreneurial culture that also promotes work / life balance. IntelliScript has enjoyed consistent growth and is the leader in the markets we serve.

The Operations team sits at the hub of all IntelliScript divisions (e.g., IT, Data Analytics, Account Management, Sales, and Product). This team is ready to grow again due to the increasing volume of calls from insurance policy applicants.

What you will be doing

The Manager of Customer Service is responsible for overseeing and leading a team of Customer Service Administrators, ensuring effective communication and processing of consumer inquiries and requests. Key responsibilities include:

• Coach and mentor the customer service team to ensure prompt and professional responses to applicants' inquiries via phone and email.
• Oversee the processing of FCRA requests and inquiries, ensuring efficient handling of high volumes.
• Maintain service level agreements (SLAs), turnaround times, and high levels of consumer satisfaction.
• Directly manage and resolve escalated situations and complex cases.
• Maintain oversight of daily operations, including monitoring key metrics, managing daily volume, and ensuring appropriate resourcing.
• Develop and implement process improvements to enhance the efficiency and quality of customer service operations.
• Take ownership of additional projects and initiatives as needed, supporting continuous improvement and professional development within the team.

Responsibilities may expand to strategic initiatives and cross-functional projects as experience and organizational needs evolve.

What we need

• High school diploma or GED required
• Intermediate proficiency in Microsoft Word, Excel, and Outlook
• Minimum of 5 years of customer service experience, preferably in a phone-based environment
• At least 5 years of administrative experience

What you bring to the table

• Strong leadership skills and ability to coach team members to their best performances.
• Adapts quickly to established processes and consistently meets project deadlines.
• Effectively analyzes issues and presents clear, actionable resolutions.
• Demonstrates a proactive, solution-oriented attitude; no task is too big or too small.
• Committed to resolving customer concerns and ensuring complete satisfaction.
• Possesses exceptional communication skills-professional and articulate across all mediums (phone, email, video conferencing, etc.) with clients and colleagues.
• Thrives in both entrepreneurial and collaborative environments.
• Balances strict adherence to detailed processes with the ability to identify trends and solve business challenges.
• Maintains a strong attention to detail.
• Eager to learn and continually seeks opportunities to enhance knowledge and skills.
• Self-motivated to assess needs, research solutions, and find common ground with diverse perspectives.
• Pursues ongoing professional development and education.
• Excels at prioritizing and managing multiple tasks and projects simultaneously.
• Demonstrates strong multi-tasking and organizational abilities.

Wish list

• Bachelor's degree
• Previous team lead or management role overseeing customer service
• Experience using Salesforce to locate and record information
• Familiarity with the insurance industry
• Proficiency in Spanish, including speaking and translation skills

Location

The expected application deadline for this job is March 31, 2026. This position is open to remote work. Applicants must be willing to travel to the Milliman office in Brookfield, WI as needed and travel nationwide for meetings, conferences, and team events.

Compensation

The overall salary range for this role is $65,200 - $119,830.

For candidates residing in:

• Alaska, California, Connecticut, Illinois, Maryland, Massachusetts, New Jersey, Pennsylvania, Virginia, Washington, the District of Columbia, New York City, Newark, San Jose, or San Francisco the salary range is $74,980 - $119,830.
• All other locations the salary range is $65,200 - $104,200.

A combination of factors will be considered, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, etc.

Benefits

We offer a comprehensive benefits package designed to support employees' health, financial security, and well-being. Benefits include:

• Medical, Dental and Vision - Coverage for employees, dependents, and domestic partners.
• Employee Assistance Program (EAP) - Confidential support for personal and work-related challenges.
• 401(k) Plan - Includes a company matching program and profit-sharing contributions.
• Discretionary Bonus Program - Recognizing employee contributions.
• Flexible Spending Accounts (FSA) - Pre-tax savings for dependent care, transportation, and eligible medical expenses.
• Paid Time Off (PTO) - Begins accruing on the first day of work. Full-time employees accrue 15 days per year, and employees working less than full-time accrue PTO on a prorated basis.
• Holidays - A minimum of 10 paid holidays per year.
• Family Building Benefits - Includes adoption and fertility assistance.
• Paid Parental Leave - Up to 12 weeks of paid leave for employees who meet eligibility criteria.
• Life Insurance & AD&D - 100% of premiums covered by Milliman.
• Short-Term and Long-Term Disability - Fully paid by Milliman.

Equal Opportunity

All qualified applicants will receive consideration for employment, without regard to race, color, religion, sex, sexual orientation, national origin, disability, or status as a protected veteran.