Responsible for providing customer service to clients’ employees. Position acts as the liaison for insurance coverage questions between the employer and the insurance carrier. All employees of the Company are required to comply with the terms, conditions and obligations set forth in the Data Privacy and Security Manual and associated data privacy and security policies as a condition of continued employment.

Job Description/Essential Functions

1. Inbound and outbound calls from/to current and prospective client employees. Create, close and track ticket inquiries.

2. Investigate employee coverage questions about benefit programs. Provide helpful, friendly and excellent customer service to staff, clients, carriers, and brokers.

3. Respond timely and accurately and follow-up with insurance carriers on employee’s behalf. Maintain client and employee confidences and protect confidential and proprietary information.

4. Give clear explanations of available medical, dental, vision, voluntary, wellness, and consumer accounts

5. Provide step-by-step support for online or phone-based benefits enrollment, including changes due to life events.

6. Assist in resolving issues with carriers, understanding explanation of benefits due to life events.

7. Provide guidance on COBRA, ACA notices, dependent verification, and plan documentation.

8. Other duties as assigned

Educational Requirements:

Associates degree or equivalent of combination of education and experience required. Health and life certification required.

Experience Requirements:

• Insurance background and/or worksite benefits experience required.
• Call center experience required.
• Resident state Health and Life insurance license required.
• Excellent written and verbal communication skills, including active listening and questioning ability.
• Computer skills, including experience with and knowledge of Microsoft Word, Excel, and Outlook; Internet Explorer; Adobe Acrobat; databases; and web-based contact management systems.
• Excellent telephone system application skills.
• Ability to think critically and act logically to evaluate situations, solve problems, and make recommendations.
• Reliable, professional, attention to detail, able to work with diverse group of clients and staff, ability to work in fast-paced team environment, and flexibility to manage changing parameters and timelines.
• Bilingual Preferred.
• Must have experience in Core Services designed to support employees throughout their benefits journey, including, but not limited to:
• Benefits Education and Guidance
• Enrollment Assistance
• Claims and Coverage Support
• Compliance & Documentation
• Multi-channel Support, including phone, email, live chat, et