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.
Job Tags