- Assist plan members/plan administrators by answering product and service questions concerning their group benefits plan.
- Provide administrative support to the firm's Group Benefits Account Managers.
- Maintain customer records by updating account information on CRM system (Applied Epic).
- Resolve customer complaints quickly and tactfully. Escalate complaints as required by company policy if a resolution cannot be made personally.
- Maintain thorough knowledge of product/services offered by various group insurance carriers.
- Prepare renewal and claims experience reports by collecting and analyzing customer information.
- Provide information to customers and the public concerning goods, services, schedules, rates, regulations, and policies in response to telephone and in-person inquiries.
- Educate plan members/administrators on all aspects of their benefit plan, if required.
- Minimum Education: Completion of Secondary School. Completion of some college or other post-secondary programs preferred.
- Minimum Experience: At least 2-5-years' experience in a group insurance support role.
- Excellent customer service.
- Thorough knowledge of group insurance products and/or services.
- Knowledgeable in the area of group renewals and claims experience (required).
- Excellent listening and communication skills.
- Conflict resolution and problem solving skills.
- Strong verbal and written communication.
- Proficient in Word, PowerPoint, Excel.
- Experience with marketing reports preferred, but not required.
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Description
Job Title: Group Benefits & Customer Care Representative
Position Overview
The Group Benefits & Customer Care Representative is responsible for answering client inquiries and providing information regarding products, services, and policies. This position is responsible for providing account support/services, such as creating/handling renewal documentation and claims experience reports, and processing requests for service. The Group Benefits & Customer Care Representative will also be required to resolve customer complaints via phone or email.
Essential Job Functions
Education/Experience Requirements
Other Skills/Abilities
NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.