Client Advocate - Employee Benefits

About the role

This is a full-time position focused on day-to-day benefit administration for multiple clients. Responsibilities include completing enrollments, terminations, and employee personnel changes, as well as monthly billing reconciliation. The Client Advocate will handle emails and phone calls from clients’ employees, providing excellent customer service.

Responsibilities

• Supervise the team inbox for incoming cases and requests from broker clients.
• Enter all transactions from the inbox onto the daily tracking sheet.
• Track daily progress of each case for team transparency and organization using Smart Sheet.
• Maintain outstanding relationships with brokers through daily follow-ups and consistent, detailed communications.
• Develop positive connections with carrier partners for information and educational purposes.
• Process transactions efficiently into carrier portals for submission or changes.
• Email requests and questions to assigned carrier representatives.
• Maintain contact and good standing with all carrier partners.
• Communicate carrier information to broker clients via phone or email.
• Stay knowledgeable about current laws, regulations, and jurisdictions related to carriers.
• Encourage and mentor teammates.
• Attend carrier broker forums, carrier trainings, and wholesale team meetings.
• Perform other duties and projects as assigned by manager or in a lead capacity.

Requirements

• High School Diploma or equivalent (College Degree preferred).
• 3-5 years of related industry experience.

Skills

• Outstanding analytical and problem-solving skills.
• Excellent oral and written communication skills.
• Sophisticated knowledge of carrier plan designs and portal/systems, often specializing in one or more carriers.
• Well-organized with the ability to handle several clients simultaneously.
• Proficiency with MS Office products (Outlook, Word, Excel, PowerPoint) and Adobe PDF.
• Dedicated work ethic with a strong commitment to client service excellence.
• Extensive understanding of carrier rules, regulations, and state legislation across all jurisdictions.
• Strong sense of urgency while maintaining high accuracy.
• Experience working in a team environment, including lead capacity.

Benefits

• Competitive salary.
• Paid time off (PTO) and paid holidays.
• 401(k) with company match.
• Exclusive discount programs.
• Health and wellness programs.

Pay

The base salary range for this position is $55,000 – $65,000. The offered salary will be determined by factors including experience, credentials, education, certifications, skill level, scope of the position, and geographic location. This position may also be eligible for performance-based incentives.