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Employee Benefit Service Team Representative

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SUMMARY

This position is open due to growth and promotion!  

This position serves as the primary service contact for the client and is responsible for client satisfaction.

This role provides a high level of customer service and customer retention through a thorough knowledge of all benefit programs offered, client base, and systems. Exhibits excellent communication, written and listening skills, ability to handle all types of clients, and ability to pivot an account to the best plan available. Keep informed and further industry education, new product knowledge, legislation, coverages and technology to continuously improve knowledge and performance.

Responsible for the entry, maintenance and organization of all USI Affinity and Carrier on-line customer/policy information which is required to properly service and administrate policies and procedures within the Group Benefits Department for the purpose of maintaining the Association and Non-Association clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

·         Consult with assigned clients on annual open enrollment renewal on options available and alternative carriers.  Identify problems, summarize and develop strategic solutions to maintain client satisfaction during the renewal process.

·         Utilize analytical tools and resources (such as Internet, Intranet, Websites, Applications, Brochures, Carrier Sites) to develop alternative strategies, plan modeling and cost reduction opportunities.

  • Responsible for acting as the primary contact between clients and insurance carriers and retaining clients through customer service which includes open and clear communication channels with clients, producers and internal partners.  Ensure accurate and timely responses occur between all parties.
  • Communicate due dates, renewal timelines and expectation to clients, group benefit administrators and partners.
  • Preparation of materials needed for client communications including but not limited to:  brochures, benefit highlight sheets, marketing materials, etc.
  • Communicate with client regularly to maintain rapport.  Client contact will include all methods: electronic, telephonic and mail.

·         Handle all inbound and outbound client calls, including determining the

                 nature of the call, documenting, researching, taking all necessary actions, completion of forms, and follow-up as needed. 

     Contributes to the overall customer service established phone goals for Average Speed of

                 Answer and Abandonment Rate which includes the established New York State Bar Association contractual Service Level Goals.

·         Provide resolution support and oversight of employee issues such as enrollment, claims and billing issues.

     Attains and keeps current with the knowledge and skills required to provide information, service                and assistance in response to telephone and written inquiries received.

     Processes all incoming work volume within the established goals and parameters.

     Reviews pending issues for assigned clients to ensure completion and necessary follow up on       open items with an acknowledgement within 24 hours and follow-up/resolution within 3               business days.

     Contact clients with delinquent and non-payment accounts to obtain payment, and correcting billing errors.

     Supports assigned team in new business case implementation and/or existing customer changes, including assistance as needed with set up of ancillary accounts, FSA/HRA/HSA, Cobra,               etc.

     Makes Outreach calls to assist a new client through their transition to USI.  Contact proactively    for renewal and retention of all assigned accounts.  Follow-up with clients requesting       cancellation and provide monthly report of said accounts including why cancellation occurred.

     Attain thorough knowledge of all assigned clients, including key contacts within a              company/association, product lines and processing procedures.

     Make scheduled courtesy calls to assigned accounts.

     Work with customers and carriers to resolve claims issues for assigned clients.

     Advises Management of escalation/system issues affecting retention and service levels.

     Remains current in knowledge of all regulations such as COBRA, Health Care Reform, and               HIPAA.

     Attends educational seminars as deemed necessary by management.

     Performs on-the-job training of new employees as assigned.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

·         High school diploma or general education degree (GED) is required.

·         Excellent Customer Service skills.

·         Experience in the healthcare insurance industry working with products such as Medical, Dental, Vision, Life and Disability, FSA, HSA plans as well as knowledge of HCRA a plus.

Language Ability – Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Math Ability – Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical

Reasoning Ability – Ability to define problems, collect data, establish facts, and draw valid conclusions.

COMPUTER SKILLS Must be proficient in the MS Office suite of products including being proficient with Excel (i.e. creating/formatting spreadsheets; sorting data; data entry).  Must be able to learn and work with any corporate Proprietary software tools including sales tracking systems.

CERTIFICATES, LICENSES, REGISTRATIONS Current PA Life and Health License required, or must be obtained within 90 days of hire, and retain license by meeting the continuing education requirements.   

KNOWLEDGE, SKILLS AND ABILITIES:

  • Keep informed and further industry education, new product knowledge, legislation, coverages and technology to continuously improve knowledge and performance.
  • Strong ability to problem solve, make independent decisions with minimal oversight, set and meet deadlines, communicate, negotiate, work under pressure, organize, prioritize, manage multiple tasks and operate in a fast paced environment.
  • Demonstrate a "whatever it takes" attitude to ensure client satisfaction and to support key Corporate initiatives.
  • Refined verbal and written communication skills.
  • Good at attention to detail and ability to self-check work.
  • Must have excellent organizational skills.
  • Ability to carry out complex tasks with many concrete and abstract variables. 

·         Ability and flexibility to work additional hours as needed.

·         Must be able to develop and maintain strong business relationships as well as the ability to deal effectively with difficult or sensitive situations.

·         Must be able to work independently and as part of a team.

Travel This position requires 10% travel.  Must be able to travel on all forms of transportation.

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear.  The employee frequently is required to reach with hands and arms.  The employee is occasionally required to stand; walk; and stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock.  The noise level in the work environment is usually moderate.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. But, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.



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Job ID:

19967

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