Job Description

Position Purpose

The Client Service Concierge Representative serves as a primary point of contact for employee benefit clients and their employees, ensuring a seamless experience by providing high-level customer service, benefit plan education, and support with enrollment, claims, and general inquiries.

Responsibilities

• Serve as the frontline liaison for clients and their employees regarding employee benefits programs (health, dental, vision, life, disability, etc.).

• Respond promptly to client inquiries via phone and email providing accurate information and resolving issues in a timely manner.

• Develop and maintain a positive relationship and rapport with each insurance carrier to expedite accessing correct channels for expedited resolution.

• Educate employees on benefit offerings, enrollment procedures, eligibility, and claims processes.

• Coordinate with insurance carriers, third-party administrators, providers and internal account services team to resolve complex benefit issues.

• Maintain accurate records of all interactions in the CRM or client service database.

• Escalate global client issues as necessary to the appropriate internal teams.

• Stay informed of industry trends, compliance requirements, and changes in benefit offerings.

• Perform other tasks/projects as needed to include occasional enrollment processing support

• Perform your job in such a manner that other employees will consider it a pleasure and privilege to work with you

Qualifications

• High school diploma or equivalent required; Associate or Bachelor’s degree preferred.

• 2+ years of experience in client service, preferably in the employee benefits or insurance industry.

• Knowledge of group health insurance, COBRA, FSA, HSA, and other benefit products is strongly preferred.

• Excellent interpersonal and communication skills, both verbal and written.

• Strong organizational skills and attention to detail.

• Passion for customer service

• Proficiency in Microsoft Office and CRM systems

• Ability to handle confidential information with discretion.

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