Senior Client Service Specialist - Employee Benefits

About the role

The Senior Client Service Specialist assists the Account Management and Consulting teams in servicing and retaining clients. The individual in this role is expected to project a professional company image through all interaction with clients, insurance carriers, vendors, team members and others.

Responsibilities

• Provides ongoing administrative support and coordinates with Account Managers and other service team members to ensure that clients receive all key deliverables in a timely and accurate manner.
• Serves as a client advocate and a point of contact for assigned accounts.
• Aids in managing client expectations, service commitments, and anticipates needs of the client.
• Answers correspondence related to client’s employee benefit plans in a timely manner.
• Documents all client interaction and updates client service logs.
• Maintains client files accurately and consistently, responsible for proper documentation of files and proper communication in accordance with company workflow, procedures and best practices.
• Quickly identifies and resolves basic client service issues.
• Assists with identifying, conducting research, and resolving participant benefit issues.
• Coordinates with clients on the accumulation of census data, history of plans, and all other data for insurance carrier quotes as directed.
• Researches client issues by contacting carriers and vendors on behalf of the client and determines when issues need to be escalated.
• Creates client monthly, quarterly and annual reports utilizing Relation templates and software.
• Supports client compliance by providing assistance with ACA, SPD preparation, 5500 filings and actuary reports.
• Assists with managing open enrollment and the preparation of presentation materials, employee handouts, and other informational tools for client meetings.
• Enters benefit enrollments and terminations for assigned clients.
• Assists with the creation of client presentations using Excel and PowerPoint.
• Reviews Summary Plan Descriptions (SPD) from the carrier and compares it to the client's benefits for accuracy.
• Aids in creating spreadsheets and premium allocations.
• Prepares summaries of insurance with guidance from Account Manager and other service team members.
• Recommends process improvements as needed.
• Fully adopts innovative technology, including proprietary AI solutions, into the service process to deliver a best-in-class client service experience.
• Performs other projects, duties, and tasks, as assigned.

Requirements

• A Life, Health and Accident License from state of domicile is required within 90 days of hire and must be maintained thereafter.
• A High School Diploma or equivalent required.
• A minimum of 5+ years of Customer Service experience.
• At least 1-year previous Life, Health and Accident experience.
• Bilingual (English/Spanish) preferred; may be required, depending on location.
• Prior experience with agency management systems software and online rating systems preferred.
• Proficient in using computers and Microsoft Office Suite (emphasis on Excel).
• Must be computer literate with the ability to learn new software.
• Excellent interpersonal and communications skills are required to maintain effective relationships with clients, co-workers, carriers, vendors, and others.
• Ability to work independently with limited daily supervision and to work effectively in a team environment.
• Ability to function effectively under tight time constraints, consistently meets strict deadlines, prioritize, and handle multiple tasks in a demanding work environment.

Qualifications

• High School Diploma or equivalent required.
• Minimum of 5+ years of Customer Service experience.
• At least 1-year previous Life, Health and Accident experience.
• Bilingual (English/Spanish) preferred; may be required, depending on location.
• Prior experience with agency management systems software and online rating systems preferred.
• Proficient in using computers and Microsoft Office Suite (emphasis on Excel).
• Must be computer literate with the ability to learn new software.

Skills

• Excellent interpersonal and communications skills.
• Ability to work independently with limited daily supervision and to work effectively in a team environment.
• Ability to function effectively under tight time constraints, consistently meets strict deadlines, prioritize, and handle multiple tasks in a demanding work environment.

Benefits

• Competitive pay.
• A safe and healthy work environment provided by our robust benefit program including family health and wellness programs, 401K, employee assistance programs, paid time off, paid holidays and more.
• Career advancement and development opportunities.

Pay

$16.35 - $34.62

Schedule

N/A