Small Market Client Service Representative

About the role

Assume overall responsibility for managing undedicated client accounts ranging from 2 to 99 lives. Serve as the main contact for the client for ongoing service and as the customer’s resource for consultative advice on contracts, plan structure, financial and renewal questions, escalation of claim issues, and other administrative aspects of their plan.

Responsibilities

• Manage client accounts and serve as the primary point of contact for ongoing service and consultative advice.
• Maintain proactive phone contact to understand client business, issues, and needs; build and maintain positive ongoing client relationships.
• Provide continual education to clients on processes, policies, procedures, website services, and navigation.
• Respond to customer inquiries regarding coverage questions, billing issues, underwriting status updates, and other aspects of benefit plans.
• Work closely with resolution specialists in billing, underwriting, claims, and other internal departments to facilitate smooth operational functions.
• Maintain thorough knowledge of all service activities associated with assigned clients and present complete understanding of issues to ensure a seamless client experience.
• Utilize best practices and follow standard operating procedures; identify internal process, policy, procedure, or technology issues that may impact client satisfaction.
• Work with Regional Service Manager to identify and implement solutions; contribute to departmental and organization-wide projects and committees designed to enhance service, improve efficiency, and improve knowledge.
• May be responsible for new producer set-up, ensuring accurate information in internal systems.

Required Knowledge, Skills, Abilities and/or Related Experience

• Associate degree (AS/AA); Bachelor’s preferred.
• State Insurance License preferred.
• Related experience preferred but will consider self-starters with good skills.
• Demonstrated exceptional customer service acumen, strong consulting/negotiation/leadership skills, deep product/maintenance knowledge (including plan designs, funding, banking, etc.) with a high degree of operational effectiveness.
• Ability to balance the needs of the client with that of the business.
• Strong communication skills.
• Ability to build and maintain collaborative working relationships at all levels.
• Planning and organization skills; ability to multi-task.
• Proven analytical skills; ability to prioritize incoming customer queries and maintain responsiveness commitments.
• Ability to adapt to change and work independently.
• Computer proficiency in Excel and Word.
• Ability to represent the company in a professional manner.
• Knowledge of group insurance, products, contracts, and services.
• Understanding of state regulations applying to group plans.
• Knowledge of underwriting principles and practices.
• Ability to travel up to 10%.

Pay

The expected hiring range for this position is $56,640.00 – $70,810.00 annually for work performed in the primary location (Pittsburgh, PA). This range covers only base pay and excludes other compensation components such as commissions or incentive awards. The starting base pay will be based on work location, job-related skills, experience, qualifications, and market conditions. Work location may be flexible if approved by the Company.

Benefits

• Annual performance bonus for all team members.
• Generous 401(k) company match that is immediately vested.
• Choice of three medical plans (including prescription drug coverage).
• For High Deductible Health Plan enrollees, a company contribution to Health Savings Account.
• Multiple options for dental and vision coverage.
• Company-provided Life & Disability Insurance.
• Family-friendly benefits including Paid Parental Leave & Adoption Assistance.
• Hybrid work arrangements for eligible roles.
• Tuition Reimbursement and Continuing Professional Education.
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company-paid holidays; PTO may increase based on level and years of service.
• Volunteer days, community partnerships, and Employee Assistance Program.
• Employee Resource Group program for connecting with colleagues nationwide.