Principle Responsibilities

Employee Advocacy

• Resolve client/employee issues, handle questions regarding benefits and assist in claims issues  
• Educate client/employee on how to utilize their plan and understanding their plan benefits
• Supports open enrollment by assisting Account Manager, joining client open enrollment meetings to maintain familiarity with benefit plan options
• Responds to phone calls, voicemails, and emails within 24 business hours; answers live calls within 3 rings whenever possible
• Tracks calls by client and type of call on a daily basis; creates monthly summary reports and shares with Team each month for client delivery
• Assists Account Manager and Account Executive on ad hoc reports and other projects as needed
• Assists in auditing carrier invoices post renewal 
• Assists in the creation of open enrollment material as needed, including peer review
• Serves as primary resource within a team to the client while providing excellent customer service and management in resolving insurance issues

Student Services

• Primarily Interacts with international students via telephone, text, email, or in person to provide support and information on products or services
• Assists in enrolling dependents in the health plan
• Assists in enrolling students and dependents in other Voluntary plans
• Fields questions and complaints; when the issue is beyond the representative’s knowledge, forwards to the EB team for support in responding to the questions
• Resolves claims and billing issues
• Keep records of service interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
• Performs other related duties as assigned. 
• Supports EB team with Benefit Butler inquiries
• Supports EB team with Benefits Administration as needed

Client and Team Support 

• Client Support – As requested: 
  • Team Player; Problem Solver; Back up to Team during absences (illness, vacations, etc.)
• Communicate thoroughly and expeditiously with the team members regarding client activities, initiatives, and any other pertinent matters 
• Seek out and participate in educational opportunities; read professional publications; maintain personal networks; participate in professional organizations.

Size & Complexity of Clients & Prospects

• Fully insured, alternate funded and self-insured clients
• Multi-state
• Typical size: 100 to 5,000 employees

Requirements

• 5+ Years of experience working for a carrier or a benefit consulting/brokerage firm
• Life & Accident License a plus but not required 
• Bachelor’s Degree – preferred 
• Advanced (Excellent) Microsoft Office skills, particularly in Excel
• Well organized and detail-oriented
• Strong written and verbal communication skills
• Interest and ability to think beyond the task at hand and understand how one’s work fits into the broader landscape
• Strong analytical and integrative skills including the ability to draw conclusions and identify trends from data in a logical, systematic way
• Ability to ask the right questions and seek help where appropriate
• Ability to respond to all communications effectively and in a timely manner
• Flexibility and proven ability to diagnose and resolve issues, strong client service orientation
• Ability to work both independently and on client teams and enjoy a fast-paced environment