Customer Service Associate

Leavitt Group is seeking a Customer Service Associate to support its ICHRA and individual benefits operations team. The role provides administrative and customer service support related to enrollment, premium payments, documentation, account maintenance, coverage issues, and carrier follow-up while helping maintain active member coverage.

Responsibilities:

• Support enrollment and client service teams with administrative, member service, and operational tasks
• Assist with binder payment processing, premium payment follow-up, and autopay setup and verification
• Investigate and help resolve payment, billing, enrollment, and coverage issues
• Gather, review, organize, and submit required SEP, enrollment, and policy maintenance documentation
• Contact members, employees, HR teams, carriers, and third-party administrators to obtain missing information and move open items forward
• Update and maintain accurate records, case notes, account activity, and documentation in Salesforce and other operational systems
• Track open cases, outstanding documentation, payment issues, autopay status, and carrier follow-ups through completion
• Assist members with carrier portal access, autopay set up, payment options, and account maintenance needs
• Support carrier troubleshooting and escalate complex issues to leadership, carrier partners, or vendors when appropriate
• Assist with policy audits, quality checks, enrollment verification, and coverage maintenance activities
• Provide general operational support during Open Enrollment, onboarding periods, and other peak workload times
• Follow established workflows and service standards to ensure timely, accurate, and compliant member support

Requirements:

• Strong customer service and communication skills, including the ability to communicate clearly by phone, email, and text
• Excellent organizational skills, attention to detail, and ability to manage multiple priorities in a fast-paced environment
• Comfortable working with technology, learning new systems, and navigating carrier portals, CRM tools, and enrollment platforms
• Comfort working in systems-heavy environments and using shared trackers, CRM tools, or case-management platforms
• Strong written and verbal communication skills
• Ability to analyze information, solve problems independently, follow up consistently, and escalate when appropriate
• health insurance licensing is a plus
• Proficiency with Microsoft Office, particularly Outlook and Excel
• This position is primarily remote. Employees perform most work from a remote workspace using a computer, phone, email, carrier systems, Salesforce, and other operational tools. Employees who live in the local area may occasionally be asked to attend in-office meetings in the Salt Lake City, UT area
• Physical demands include the ability to lift and move objects (typically 0 – 10 lbs.) and visually monitor information/data on a computer screen
• Experience in health insurance, employee benefits, ACA, ICHRA, individual health insurance, or related service operations is preferred
• Salesforce experience is preferred
• Health insurance, benefits administration, insurance agency, or customer service experience
• Experience with ICHRA, ACA, individual health insurance, or employee benefits
• Experience working with enrollment platforms, TPAs, carrier portals, Salesforce, or similar case-tracking systems