Client Service Representative I

About the role

As our MEBS TPA Client Service Representative I on the MMA National Team, you’ll provide responsive service for information inquiries and claims processing for Flexible Spending Accounts, Health Reimbursement Arrangements, Transportation Spending Accounts, and Health Savings Account (HSA) Plan or COBRA Clients as appropriate. You will determine coverage and payouts based on IRS guidelines, educate plan participants verbally and via written correspondence on client plan specifics, research and resolve benefits-related issues, and build and maintain rapport with clients. You’ll work collegially as a supportive member of the production team for the benefit of clients and internal partners while maintaining open, effective communication and timely follow-up.

Responsibilities

• Take ownership and accountability to address and resolve client questions and issues, aiming for first-call, first-email, or first-letter resolution whenever possible.
• Identify coverage gaps and offer client solutions.
• Maintain proper documentation on coverage, eligibility, and exceptions.
• Document customer contact completely within the client management system.
• Ensure all business results (quality, production, and time service) meet standards.
• Maintain daily client management functions in system applications as required.
• Stay abreast of system functionality and industry-related regulations, including HIPAA, Section 125, Section 132, HSAs, and COBRA as appropriate.
• Educate clients on plan specifics, the use of online tools, and provide information to assist them in the future.
• Support overall MEBS revenue and retention goals.
• Perform other responsibilities as assigned.

Requirements

• High School diploma or equivalent work experience.
• Strong organizational skills.
• Strong communication and interpersonal skills (written and verbal).
• Ability to act with responsiveness, urgency, and professionalism in all matters.
• Proficiency in Office Suite applications (Word, Excel, Outlook) and Adobe.

Preferred Qualifications

• Flexible Benefits experience.
• Flexible Benefits administration experience.

We know there are excellent candidates who might not check all these boxes. If you’re close, we’d be very interested in meeting you.

Benefits

• Generous time off, including personal and volunteering days.
• Tuition reimbursement and professional development opportunities.
• Hybrid work options.
• Charitable contribution match programs.
• Stock purchase opportunities.