Client Service Associate, Customer Service (Long-Term Care)

Position Overview

ECLARO is seeking a Client Service Associate, Customer Service (Long-term Care) for a leading Insurance Brokerage and Consulting Firm in New York, NY. This role is integral to a 6-person team, focusing on ensuring client satisfaction and success throughout the benefits enrollment process.

Responsibilities

• Deliver exceptional customer service to address phone and email inquiries, resolve issues, and provide timely assistance to LTC policy owners.
• Proactively anticipate customer needs and provide proactive solutions to enhance overall customer satisfaction.
• Act as a liaison between customers and internal Client teams, ensuring seamless communication and efficient issue resolution.
• Hold (or be available to obtain upon hire) a valid insurance license (Life and Health with LTC state certification) to enroll employees in various benefits packages, ensuring compliance with relevant regulations and industry standards.
• Educate employees of our corporate clients on available LTC benefit options, coverage details, and plan features to facilitate well-informed decision-making.
• Provide personalized support by guiding employees through the selection of benefit plans and successfully executing the enrollment process.
• Develop a deep, ongoing understanding of the products and services supported by the Client to confidently address customer inquiries.
• Collaborate with the Operations Program Manager to provide valuable insights for process enhancements based on experience and customer feedback.
• Stay updated with industry trends, regulations, and best practices in employee benefits enrollment and customer success management.

Required Skills

• Prior experience in account management, customer service, or a similar client-facing role.
• An active insurance license (e.g., Life and Health with LTC state certification) or availability to obtain a license upon hire.
• Advanced proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• A high level of accountability and ownership of work.
• Ability to work on a fast-paced team with specific deadlines.
• Resourcefulness and ability to consult others to get a job done.
• Strong ability to prioritize tasks and manage time.
• A team-oriented, friendly collaborative attitude.
• Ability to embrace change and adjust to evolving business needs.

Preferred Qualifications

• Bachelor's degree in Business, Human Resources, or a related field.
• Strong understanding of employee benefits, especially Long-Term Care insurance.
• Proven track record of successfully managing and growing client accounts, achieving high customer satisfaction, and driving retention.

ECLARO Benefits

• 401k Retirement Savings Plan administered by Merrill Lynch
• Commuter Check Pretax Commuter Benefits
• Eligibility to purchase Medical, Dental & Vision Insurance through ECLARO