Employee Benefits Client Representative

Summary The Employee Benefits Client Representative is an entry-level role within the Employee Benefits Division and the first step on the pathway to Client Associate. The Client Representative supports Client Managers and Client Associates by handling assigned day-to-day service tasks — pulling ID cards, assisting with claims issues, and keeping group account records current in Epic. Through this work, the Client Representative builds the product knowledge, system skills, and service habits needed to advance, while helping deliver a consistent client experience that reflects the Ross & Yerger standard of service. Major Duties And Responsibilities Client and Team Support Complete day-to-day service tasks assigned by Client Managers and Client Associates accurately and within requested timeframes. Request, retrieve, and distribute member ID cards through carrier portals and carrier service teams. Respond to routine client and employee inquiries by phone and email, escalating coverage interpretation, plan design, and renewal questions to the assigned Client Manager or Client Associate. Keep Client Managers and Client Associates informed of account activity, client concerns, and unresolved items. Claims and Carrier Support Assist members and HR contacts with claims issues by gathering details, contacting carriers or TPAs, and tracking each issue to resolution. Use carrier portals and industry websites to verify eligibility and obtain plan information, certificates of coverage, and other client-facing materials. Process and track enrollment forms, change forms, and terminations in accordance with carrier and client requirements, as assigned. Epic and Administration Update and maintain group account records in Epic for the team, including activities, attachments, contacts, policy changes, and carrier correspondence. Document all client and carrier interactions in Epic consistent with department standards. Maintain a personal follow-up and suspense list so outstanding items are tracked and closed within expected timeframes. Handle all client and carrier interactions in a manner that minimizes exposure to errors and omissions. Compliance Handle protected health information in a HIPAA-compliant manner, sharing only the minimum necessary information through approved, secure channels. Escalate compliance questions or high-risk situations to the Client Manager or Department Manager promptly. Professional Development and Collaboration Build working knowledge of group benefit product lines, including medical, dental, vision, life, disability, and voluntary benefits. Actively pursue training, licensure, and continuing education to prepare for advancement to the Client Associate role. Contribute to a collaborative team environment by sharing knowledge, supporting colleagues, and participating in department initiatives. Requirements Required Life & Health License required within 6 months of employment; satisfactory employment record maintained throughout. High school diploma or equivalent. Strong verbal and written communication skills with a professional, service-first approach. Detail-oriented, with the ability to manage multiple assigned tasks and deadlines in a fast-paced environment. Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and basic data entry skills. Willingness to learn, take direction, and follow through on commitments. Preferred Associate's or bachelor's degree, or equivalent combination of education and experience. One year of experience in customer service, insurance, healthcare, or an office environment. Exposure to Epic or another agency management system, carrier portals, or benefits administration platforms such as Employee Navigator. Basic familiarity with HIPAA and group health insurance terminology Since 1860, Ross & Yerger, a Top 100 Independent Insurance Agency headquartered in Jackson, MS, has had an unwavering commitment to meeting the needs of its employees, clients, and community. As a perennial “Best Place to Work” organization and one of Mississippi’s healthiest workplaces, we nurture a culture of continuous learning, professional development, and career advancement. It’s in that spirit that we also share profits and ownership with all employees through our ESOP plan in addition to offering tremendous benefits including competitive compensation, comprehensive health and welfare benefits, continuing education reimbursement, parental leave, and generous Paid Time Off. Note: This job description is not all-inclusive and may be supplemented as business conditions change.