About the Role
This role involves guiding clients through benefits options, explaining coverage details, and assisting with enrollment processes while ensuring compliance and accuracy.
Responsibilities
- Assist clients in understanding health and wellness benefits packages
- Explain plan options, coverage limits, and eligibility requirements
- Support enrollment processes across multiple benefit platforms
- Verify client information for accuracy and completeness
- Respond to inquiries via phone, email, and chat channels
- Maintain up-to-date knowledge of benefits regulations
- Document client interactions in the case management system
- Escalate complex cases to senior advisors when necessary
- Ensure compliance with privacy and data protection policies
- Provide clear summaries of benefits decisions and next steps
- Coordinate with third-party administrators for plan-specific details
- Track and report on client engagement metrics
- Identify opportunities to improve client experience
- Participate in ongoing training sessions
- Follow established protocols for dispute resolution
- Manage high volumes of inquiries during peak periods
- Stay current with changes in benefits offerings
- Support open enrollment campaigns with timely outreach
- Maintain professional and empathetic communication
- Adapt explanations to suit varying levels of client understanding
- Use internal tools to generate benefits comparisons
- Verify insurance carrier updates in client records
- Assist with onboarding new clients to benefits systems
- Contribute feedback to product improvement discussions
- Uphold service level agreements for response times
Nice to Have
- Associate or bachelor’s degree in human resources or related field
- Certification in benefits administration
- Experience with benefits platforms such as ADP or Benefitfocus
- Bilingual communication skills
- Prior role in a remote customer support environment
- Knowledge of ACA regulations
- Experience in a brokerage or agency setting
- Familiarity with retirement plan options
- Background in insurance claims processing
Compensation
Competitive hourly rate with performance incentives
Work Arrangement
Fully remote
Team
Collaborative team environment with regular virtual check-ins and cross-functional support
Onboarding Process
- New hires complete a two-week training program covering systems, policies, and client protocols
- Initial period includes shadowing experienced advisors
- Progress evaluated through knowledge checks and simulated calls
Performance Evaluation
- Quarterly reviews based on accuracy, response time, and client feedback
- Ongoing coaching provided by team leads
- Opportunities for advancement based on demonstrated proficiency
Not available
