Team Lead Admin - Mechanical Protection

Team Lead

Join an amazing team that is consistently recognized for our achievements and culture, including our most recent Forbes award of being one of America's Best Midsize Employers for 2025!

The Team Lead is responsible for resolving complex service issues, managing escalated requests, and ensuring compliance with company policies and industry regulations. This role oversees team operations, provides coaching and training, and collaborates across departments to support audits, budgeting, and process improvements. Additional responsibilities include implementing new products, maintaining departmental procedures, and coordinating with IT and remote teams to ensure efficient workflow and exceptional service delivery.

The expected salary range for this role is $55k to $62k annually. The required work hours for this position are 10am - 7pm CST (11am - 8pm EST or 8am-5pm PST).

Responsibilities

Essential Job Functions :

• Resolve issues and requests from individual team members, brokers, agents, and Agreement holders regarding Policy & Procedures and account statuses.
• Responds to escalated calls and follow-up to ensure timely resolution.
• Work independently to research, analyze, and resolve complex service issues for agents and agreement holders outside of subordinates' authority level.
• As necessary, provide written correspondence regarding regulatory or other consumer complaints through channels such as the Department of Insurance, Better Business Bureau, etc., and remain current regarding company policy, procedural, and industry compliance changes.
• Coordinate with team / management within and outside the department to facilitate Assist in the implementation of new Mechanical Protection products, documents, rules, and rates.
• Develop, maintain, and enforce departmental procedures.
• Monitor account statuses and inform management of aging account receivables, especially those involving a "write-off" or collaborate with legal / collection services.
• Participate in audits as needed by providing data or samples to internal and external auditing units.
• Provide input and forecasts to assist management in formulating an appropriate budget. (ANALYST)
• Additionally, ensure timely completion of all vendor invoice reconciliations, payment requests, and filing.
• Provide a formal review of agreement exceptions requested by Brokers and Sellers. Provide coaching and training for confirmed errors or omissions by team members.
• Collaborate with the Finance / Accounting department regarding budgeting, premium / revenue fluctuations, and recovery checks received.
• Duties include providing a formal review for stop payments, reissue payments, and system overrides of coverage eligibility performed by team members. Additional tasks include higher-level auditing, and system overrides for team members.
• Perform various administrative responsibilities, ensuring that production and operational records are maintained, preparing reports for management, maintaining department files, logs, and record systems, and ordering and approving office supplies, forms, etc., as appropriate and necessary.
• Oversee and coordinate the daily activities of team members to ensure efficient and accurate completion of work; determines work procedures.
• Assigns and delegates responsibilities and workflow; recommends procedure changes to address productivity, cost control, and efficiency.
• Works closely with the IT department to communicate VTS or WEB system issues identified by self or team members.
• Works closely with a remote team to collaboratively support department requirements. May perform duties of team members to support the timely completion of work.
• Team leader responsibilities include interviewing, supporting personnel, coaching, training, and ensuring call center coverage. Provides limited call monitoring of team members and customer service training where necessary.
• Other tasks may be assigned as necessary.

Qualifications

Education :

Requires a high school diploma or equivalent (G.E.D.), which may include specialized or vocational courses.

Experience :

Three years of related experience with Mechanical Breakdown or Service Contracts service preferred, or an equivalent combination of education and experience.

Knowledge and Skills :

Exercise sound judgment when delegating assignments, organizing effective work processes, and establishing priorities.

Develop excellent customer service skills to effectively communicate with agents and Agreement holders and resolve service and operational inquiries.

Possess the ability to communicate effectively to resolve team member issues and to oversee the work of others.

Demonstrate the ability to plan, direct and oversee the daily operations of team members.

Possess proficiency with computer applications, including Microsoft Office Suite, Outlook, and Teams, and the ability to learn and effectively utilize other software applications within the Company.

About the Company

At Mercury, we have been guided by our purpose to help people reduce risk and overcome unexpected events for more than 60 years. We are one team with a common goal to help others. Everyone needs insurance and we can't imagine a world without it.

Our team will encourage you to grow, make time to have fun, and work together to make great things happen. We embrace the strengths and values of each team member. We believe in having diverse perspectives where everyone is included, to serve customers from all walks of life.

We care about our people, and we mean it. We reward our talented professionals with a competitive salary, bonus potential, and a variety of benefits to help our team members reach their health, retirement, and professional goals.

Perks and Benefits

We offer many great benefits, including :

Mercury Insurance is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by federal, state, or local law.

Pay Range

USD $55,318.00 - USD $96,646.00 / Yr.