COBRA Customer Service Representative

FloresHR is dedicated to providing exceptional client experiences and building a remarkable team. The COBRA Customer Service Representative serves as the primary contact for participants, clients, brokers, and co-workers related to COBRA benefit services, ensuring compliance and providing outstanding customer service.

Responsibilities:

• Acquire necessary technical DOL Code and general employee benefit knowledge regarding COBRA administration and uses this to address client/participant questions and to ensure complete account compliance. Maintain confidentiality of information
• Provide exceptional customer service to clients. Communicate with participants, clients, brokers and co-workers via phone or other means to answer questions, disseminate or explain information and to address escalations and/or complaints
• Process/Import COBRA Notification of Qualifying Events and Initial Rights Notices received from clients on-line, fax and email. This includes verifying the accuracy of data prior to entering the data, printing, stuffing, postage, photocopying, sorting/collating verification reports and online filing of completed work. Reach out to client contacts for missing or incorrect data
• Send out welcome emails to all new clients, new client contacts, and their assigned brokers
• Assist COBRA clients with the online portal
• Edit COBRA letters to fit specific situations
• Store completed documents in the appropriate locations to ensure that information is readily accessible by others
• Report FSA and HRA account terminations to Enrollment Specialists
• Manage mail returned to us as undeliverable (e.g., contacting groups for updated addresses, resending mailings, and noting accounts)
• Distribute monthly checks to clients. Assist with payment processing when necessary
• Perform other related duties, as assigned. May be responsible to assume the primary responsibilities of co-workers during team member absences
• Perform other duties as assigned
• Maintain quality work that exemplifies and promotes our company’s core values

Requirements:

• A high school graduate/GED recipient
• Someone with at least 1 year of professional work experience, preferably with phone customer service experience in a call center or high call volume environment with administrative or data processing responsibilities
• A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment
• Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner
• An internally motivated individual looking to grow personally and professionally
• A qualified candidate who possesses above average analytical and problem-solving skills
• Someone with the ability to process and manipulate data in a variety of formats while ensuring accuracy and data integrity
• An individual that understands the value of providing a high level of customer service
• A graduate of an associate's and/or bachelor's degree
• COBRA knowledge highly preferred
• Experience using the Alegeus system is preferred