Benefits Service Representative

Summary The Benefit Services Representative is responsible for handling inbound calls from client employees. They will assist with questions regarding benefit plans, process enrollments over the phone, and accurately enter the information into the appropriate system. Essential Duties and Responsibilities Elevate the benefit knowledge and enrollment experience of client employees. • Handle incoming calls, place scheduled outbound calls, and return calls based on voicemails received. • Explain and enroll employees in benefits with a polite, courteous and professional demeanor at all times. • Enter information accurately into the enrollment system. Complete applications accurately with all required information. Send correct information and data to the correct customer. • Provide assistance with ID card replacement, locating providers, changes to address, qualifying events, claim resolution and disputes, escalated service issues, etc. • Ensure all benefits, coverage levels, dependents covered, and deductions are reviewed with and confirmed by the employee. • Ensure all enrollment information is saved correctly, even if a partial enrollment was completed. • Document client activity (Calls, Emails etc.) via tracking software and meet measurement requirements set by management. • Reduce after call work by processing non-telephone work quickly and accurately. • All other duties as assigned. Qualifications/Requirements High school diploma required, Bachelor’s degree preferred. • Bilingual English/Spanish Required. • Have at least 2 years working experience preferred in the insurance industry in the employee benefits realm. • Hold a current and valid California Life and Disability License or be able to obtain one within 6 months of date of hire. • Knowledge of employee benefit plans. • Have the ability and willingness to attain insurance certifications within 18 months of hire. • Develop excellent communication and customer service skills, with a focus on building and nurturing strong client relationships. • Ability to manage multiple clients’ accounts simultaneously, ensuring accurate and timely policy processing and documentation. • Demonstrate ability to work collaboratively with colleagues and underwriters to achieve departmental and company goals. • Proficiency with the Microsoft Office Suite. • Proficiency in orchestrating and hosting virtual meetings using platforms like Teams and Zoom, encompassing the capability to share screens and deliver presentations (e.g., PowerPoint, Proposals, etc.). Standards Of Performance Consistently adhere to high professional standards, exemplifying the company's mission and core values in all daily activities. • Maintain strict confidentiality regarding all information concerning clients, carriers, and other sensitive company related information. • Exhibit leadership qualities and set a positive example for others, inspiring team members to excel and fostering a culture of continuous improvement. • Demonstrate outstanding customer service skills both internally and externally through effective communication, respect, and integrity in all interactions. • Demonstrate a proactive commitment to personal and professional development by actively seeking out and engaging in various learning opportunities. This includes participating in relevant training programs, attending workshops, seminars, and webinars, and regularly reading articles in industry publications to stay updated with the latest trends and best practices. • Display a positive and respectful attitude while working collaboratively with colleagues, actively contributing as a team member to achieve departmental and companywide objectives. Work Environment The work is performed in a climate- controlled office environment. • The office setting may have low to moderate noise levels. • The position requires regular interaction with colleagues, clients and occasional visitors. • Regular use of computer and other office equipment is necessary.