Senior Client Service Specialist – Employee Benefits

Role Overview

• 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.
• Assists 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.
• Conducts research on billing issues on behalf of the clients.
• 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.
• Provides client compliance support including 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.
• Assists with creating spreadsheets and premium allocations.
• Prepares summaries of insurance with guidance from Account Manager and other service team members.
• Recommends process improvements as needed.
• 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.
• 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.
• Working knowledge of insurance markets, products, services insurance ratings and underwriting procedures preferred.
• Proficient in using computers and Microsoft Office Suite (emphasis on Excel).

Benefits

• Competitive pay
• Family health and wellness programs
• 401K
• Employee assistance programs
• Paid time off
• Paid holidays