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Senior Client Service Representative
2 months ago
Founded in 2011, World now has over 2,200 employees in over 260 offices across North America. With a billion dollar investment and significant growth plans in the months ahead, there has never been a better time to join a great team that is changing the industry. We specialize in personal and commercial insurance lines, surety and bonding, employee benefits, financial and retirement services, and human capital management solutions.
Our Employee Benefits Practice is a key component of our growth and focuses on a unique approach to delivering employee benefits solutions. You can learn more by visiting eb.worldinsurnace.com
SR. CLIENT SERVICE REPRESENTATIVE, EMPLOYEE BENEFITS
As a Client Service Representative, you will play a central role in driving service excellence for our clients that sets us apart from our competition. Your day-to-day client and member level service support will help clients and members maximize their benefits coverage as they navigate health care. You will be responsible for assisting with carrier and vendor claim resolution, member eligibility management and coordinating and answering employee benefits coverage questions as you serve clients and their employees. This role provides the opportunity to utilize your service and administrative skills to grow your employee benefits knowledge as you contribute to a strong team environment.
Responsibilities
Work independently and collaboratively with Client Managers and Producers to deliver exceptional client service and actively engage clients and members in their employee benefit programs as follows:
- Assist with day-to-day service issues and concerns including claims, billing, eligibility, enrollment, and coverage issues.
- Track daily service activities in Agency Management System and related technology to document intake, status and resolution of activity.
- Assist clients in onboarding new employees and members to their benefits by enrolling them in elected plans online in BenAdmin systems or carrier portals.
- Assist in managing billing and billing reconciliation issues to support proper carrier invoicing and accurate plan enrollment.
- Communicate benefit coverage information to employees and members, including open enrollment options, carrier processes and educating others on available plan options.
- Assist in updating Agency Management system with updated policy and coverage information, using benefit plan summaries/documents, amendments, etc.
- Provide benefit enrollment support, including preparing materials, coordinating carrier materials and filing updated plan information and files in client files as part of document management requirements and according to workflows and assuring accuracy for compliance.
- Building strong client relationships and engage service and sales team to address or handle escalated issues and client needs.
- Minimum 2+ years’ experience dealing with health and welfare plans, ideally gained in a benefit carrier service center and/or consulting/brokerage firm
- Strong client service orientation with a high sense of urgency to respond to client and member inquiries timely and in accordance with SLA’s and key metrics
- Strong communications both verbally and in written form effectively and in a timely manner
- Self-starter with proven ability to work independently and within a team environment.
- Strong detail orientation, with ability to apply knowledge to trouble shoot issues and solve problems
- Knowledge or employee benefit plan designs, carrier and BenAdmin systems to respond to inquiries and track and document transactions and activities.
- Excellent Microsoft Office skills, particularly in Excel and PowerPoint
- State Life and Health license required within 90 days of hire
Equal Employment Opportunity
At World Insurance Associates (WIA), we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. WIA is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation, or Veteran status. In addition, WIA makes reasonable accommodations to known physical or mental limitations of an otherwise qualified applicant or employee with a disability, unless the accommodation would impose an undue hardship on the operation of our business.
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