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MBA Client Service Specialist


PA - Warrendale

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This position provides support for My Benefit Advisor (MBA) operations that includes the entry, maintenance and organization of all MBA  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.

This position also provides support in the form of quoting prospects, creating spreadsheets for quoting presentations and clients for various lines of group benefits as well as performs upfront “scrubbing” of case submissions for accuracy and completeness prior to sending to ERC or Carrier



·        Process all incoming work volume using the task list

·        Process all direct renewal changes and new business cases using the blue sheet log

·        Process all new business dental and vision cases in CIA and the carrier systems.

·        Submit IBC renewal plan changes on Roam and process plan changes in CIA.

·        Process changes and/or cancellations to existing policies, including changes to the customer screens and subsequent billing/crediting if required.  Also included are changes to an account renewal mode, billing responsibility and/or reinstatements.

·        Monitor and maintain Open Enrollment mailbox to ensure all processing work, renewal changes (direct/agency billed) are completed and placed on the task list.

·        Run monthly renewal reports for agency billed IBC and Highmark accounts 70 days prior to renewal month.  Notify supervisor when report is completed so outbound calls can be assigned.

·        Available to accept or initiate phone calls to clients and/or carriers as needed to complete the processing task.

·        Keep up to date on new/updates to all coverage to ensure proper processing of the policy changes and new applications.

·        Make decisions and solve problems within the framework of company policy and guidelines.

·        Advise and report problems to Supervisor in a timely manner when any of the above accountabilities cannot be performed.

·        Work closely with the Customer Service Representatives/Account Executives on existing or potential problems to a customer account.

·        Must be flexible to allow for quick setup of frequent changes to workflow/systems.

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

·        Other duties deemed necessary as assigned by management.

New Business Submissions:

·        Review new underwriting cases (both association and direct) for accuracy/completion; and submit to carrier on a timely basis.

·        Coordinate with Carriers and Emerson Reid on the submission of business

·        Maintain information in CIA/CIA Direct on carriers underwriting guidelines and Emerson Reid submission requirements.

·        Communicate and keep up to date on changes to carriers underwriting guidelines.

·        Follow up on underwriting cases and BORs as required in an acceptable time frame.

·        Work with Sales Representatives in preparing initial policy setup information (blue sheets etc.)

Quoting/Proposal Generation:

·        Prepare client proposals and spreadsheets.  Responsible for QA to ensure accuracy of spreadsheets.

·        Maintain current knowledge of competitive carriers and products, including ancillary coverages.

·        Regularly assess carrier and product changes/initiatives and communication to Employee Benefits department.

·        Work with sales producers and AEs to ensure proposals are up to date and improved as needed to meet client needs.

·        Review carrier quotes for accuracy and working with Emerson Reid/carrier to correct quotes/proposals as needed.


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.


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


Ability to read, analyze, reports. Ability to respond to common inquiries or complaints from customers or members of the business community.


Ability to work with and apply basic math concepts such as fractions, percentages, ratios, and proportions to practical situations.


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


Must be proficient in the MS Office suite of products including Word, Excel. 


Life and Health license preferred but not required.

OTHER SKILLS AND ABILITIES                                                 

Must have excellent comprehension and communication skills, be highly organized and flexible. Ability to work with little or no supervision. Basic medical coverage knowledge a must to ensure accuracy of underwriting information and processing. Must be able to act as consultant to sales producers and Account Executives to analyze quotes and make recommendations for client proposals.  Ability and flexibility to work additional hours as needed.

Travel (if applicable) N/A

 This position requires 0% travel.  Must be able to travel on all forms of transportation.


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