Job Description

Who We Are:

NFP, an Aon company, is a multiple Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

The Enrollment Services Manager Level 1 position is an essential role to the success of the organization. The enrollment services manager is responsible for leading the benefits enrollment and support onsite and call center teams, call center process and call center software for open enrollments and perpetual new hire benefits enrollments for employer clients. The role requires hands-on management and oversight to ensure the department provides superior customer service to client’s employees during their benefits enrollment process. This role will require someone with attention to detail, excellent communication skills, both oral and written. The ideal candidate will have management experience, customer service experience and must have at least 3 years of employee benefits/insurance experience.

Essential Duties and Responsibilities:

• Work with the director of enrollment services to plan overall enrollment strategy for onsite and call center enrollments for both open, new hire and qualifying life event enrollments
• Lead implementation, enrollment and wrap up meetings with brokers and HR benefits managers
• Develop benefits communication and engagement strategies
• Prepare enrollment training guidelines
• Review, troubleshoot and resolve enrollment issues in benefits enrollment platforms such as Employee Navigator, ADP, Workday, UKG, etc.
• Train, coach and support onsite and call center benefits counselors
• Support, manage and create processes for onsite and call center enrollments
• Manage support tickets and qualifying life event requests from benefits counselors and employees
• Calculate post enrollment annual premium and expenses
• Manage and maintain multiple call center software platforms such as
  • Call center phone software
  • Third party call center relationship
  • Appointment scheduling software
  • Support ticket system
  • Texting platforms
  • Digital benefits microsites
• Provide onsite and call center analytics for call center activity and productivity
• Work directly with brokers and HR managers to establish processes and maintain expectations for existing clients new hire enrollments, Qualifying Life Events, Court Ordered benefit change requests and open enrollment.
• Work directly with brokers and HR managers to bring on new employees and establish processes for open enrollment and new hire

This role is also responsible for all employee facing communications including, but not limited to:

• Flyers
• Memos
• Posters
• Postcards
• Texting and email campaigns
• Digital benefits microsite platforms

What We Offer:

We're proud to offer a competitive salary, PTO & paid holidays, 401(k) with match, exclusive discount programs, health & wellness programs, and more. Our PeopleFirst culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. The base salary range for this position is $52,000 to $92,000. The base salary offered will be determined by factors including, but not limited to, experience, credentials, education, certifications, skill level required for the position, the scope of the position, and geographic location. Actual base salary offered will be determined on a case-by-case basis. In addition to the base salary, this position may be eligible for performance-based incentives.

NFP and You... Better Together!

NFP is an inclusive Equal Employment Opportunity employer.