Client Service Representative

Venbrook Group, LLC (“Venbrook”) is a holding company with subsidiaries engaged in retail broking, wholesale broking, programs, and claims services. Our team of experts partners with clients to manage risks, create security, promote growth, and deliver best-in-class insurance products and programs. Headquartered in Los Angeles, Venbrook serves a national client base across various industries from multiple locations.

About the role

The Client Services Representative supports employees and HR contacts with day-to-day benefit inquiries in a high-volume, member-facing environment. This role resolves routine issues, escalates complex matters following defined guidelines, and ensures a consistent member experience while reducing service interruptions for Client Management teams.

Responsibilities

• Serves as the primary contact for benefit inquiries via phone and email.
• Explains coverage, eligibility, and benefit usage in clear terms to employees and HR contacts.
• Guides members through carrier portals, mobile applications, and ID card access.
• Supports employees during open enrollment periods.
• Provides bilingual support in English and Spanish when applicable.
• Processes ID card requests and replacements.
• Confirms provider network participation.
• Responds to basic claim status inquiries.
• Verifies eligibility and enrollment changes.
• Processes dependent additions and removals.
• Provides prescription refill guidance.
• Addresses standard open enrollment questions.
• Identifies issues requiring escalation and routes cases to Client Management per internal guidelines.
• Ensures complete documentation prior to escalation.
• Maintains ownership of escalated items until successful handoff is confirmed.
• Documents all interactions and outcomes in the CRM system.
• Tracks open items through resolution.
• Partners with Client Managers and Advocacy teams to ensure follow-through.
• Identifies recurring issues and shares trends with leadership.

Requirements

• 1–3 years of employee benefits experience working at an insurance broker required.
• Clear written and verbal communication skills.
• Ability to manage high call and email volume.
• Strong organization and follow-through.
• Professional and composed in time-sensitive situations.
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel).
• Associate’s or Bachelor’s degree preferred.
• Bilingual English and Spanish preferred.
• Experience in an employee benefits brokerage or consulting environment preferred.
• Knowledge of benefit plans preferred.
• Experience with CRM or benefits administration platforms preferred.

Pay

Hourly rate up to $33.65.