Benefits Customer Success Specialist

About the role

The Benefits Customer Success Specialist plays a crucial role in supporting clients with their benefits needs. This position requires a strong background in benefits administration, particularly in areas like medical, dental, vision, ancillary, FSA/HSA, and 401(k).

Responsibilities

• Serve as the main benefits point-of-contact for assigned clients, building trusted relationships through consistent communication and follow-through.
• Conduct scheduled video and phone meetings to review benefits processes, answer questions, and provide ongoing support.
• Lead renewal meetings presenting plan options, rates, and recommendations; ensure clients understand enrollment timelines, billing, and compliance requirements.
• Aid clients with plan selections during renewals, onboarding, and qualifying life events; troubleshoot enrollment issues, eligibility discrepancies, and carrier concerns with the internal benefits team.
• Host employee information sessions and create enrollment packets for new hires and open enrollment periods.
• Manage and triage internal ticket queues, consistently meeting SLAs and proactively following up to prevent delays and maintain client satisfaction.
• Document all client interactions and updates accurately in internal systems; build and maintain workflow documents and FAQs for the Benefits team.
• Collaborate cross-functionally with Sales, Implementation, and Payroll teams to deliver a seamless client experience and escalate complex issues with full context.
• Own the benefits implementation process for new clients, plan configuration, enrollment system build-out, and ensuring clients are fully operational ahead of their go-live date.

Requirements

• Active health and life insurance broker license in at least one U.S. state; multi-state licensure strongly preferred.
• 2+ years of experience in benefits administration, employee benefits brokerage, or a related client-facing role.
• Strong working knowledge of medical, dental, vision, ancillary, FSA/HSA, and 401(k) products.
• Experience managing client relationships and handling escalations in a professional services environment.
• Excellent communication skills with experience presenting to clients via video and phone.
• Highly organized with the ability to manage multiple accounts and workflows simultaneously.