COBRA Customer Service Representative (HYBRID)

We are growing!

Hybrid Work Environment

Serve as the primary point of contact and deliver exceptional service to Flex clients (employers) and plan participants. Responsible for maintaining support related to COBRA and ensuring timely and accurate responses to all client and member inquiries. Accurately process all system updates and manage renewal administration. Provide backup support to other areas of the department as needed.

Key responsibilities

• Receives and responds to telephone calls and emails from brokers, clients, and plan participants in a timely and professional manner.
• Handles all COBRA inquiries regarding status of coverage, COBRA notices, fees and payments, carrier communications, reinstatements, website guidance and more.
• Processes COBRA qualifying events and adds new hires both online and through EDI processing.
• Provides clear explanations to clients on plan provisions and IRS regulations as they pertain to Cafeteria plans or COBRA regulations.
• Responsible for conducting research on benefits, cards, and claims issues as they arise to determine the steps needed to resolve the issue.
• Responsible for processing participant service requests (changes, additions and terminations).
• Prepares and manages renewal communications for clients for both CDHP (Consumer Driven Health Plans) plans including HRA, FSA, Commuter, LSA, and COBRA. Processes changes received from client. Ensures all required renewal documentation is received and updated in the system accurately. Follows-up with brokers and clients to reduce any delay.
• Sends all required renewal documentation 90 days in advance of the client’s plan renewal date and follows-up while tracking status to ensure timely and accurate completion.
• Communicates to clients and brokers any procedural changes within the department.
• Provides employer website overviews as needed.

Backup Support

May be crossed-trained in other functionalities to provide administrative support for new business processing.

Requirements

Education:

• High School diploma plus some college coursework

Experience:

• 2 years prior customer service experience, preferably in a health insurance or a Call Center environment.
• Ability to learn provisions of COBRA plans, and in-house database software.
• Knowledge of pre-tax health-related employee benefits, including Cafeteria Plans, Health Reimbursement Accounts, Transit/Parking Reimbursement Accounts, and COBRA, along with a general understanding of group health insurance benefits is preferred.
• Proficient with Microsoft applications (Outlook, Word and Excel).

Performance expectations:

• Detail-oriented and accurate data entry skills with professional written communication skills.
• Proven ability to build relationships with customers; must be service oriented.
• Prior customer service experience with the ability to perform with a high level of accuracy in a fast-paced environment.
• Excellent time management skills to meet department deadlines.
• Proven ability to multi-task.
• Proficient with Word, Excel, Outlook, and database systems.
• Professional and helpful demeanor.
• Ability to work well independently and in a team environment.

Your X Factor!

At Flex, we hire self-starters and "do-ers" whose values reflect our own. Do you have a passion for facing challenges head-on? Do you view yourself as someone who is detail-oriented and has strong account management and execution skills? Great! We value hard work but don't take ourselves too seriously.

We will help you take continued steps forward in developing your overall customer success skills and creating untold opportunities for yourself. Working with some of the industry's best, you will grow in a supportive team environment while adding to your impact. Every day, Flex presents new opportunities for you to grow, learn, and thrive.

Why join Flex?

- Highly competitive compensation and commissions package, competitive benefits package, and multiple career paths.

- Flexible vacation/sick days.

- We offer a flexible, hybrid work-from-home environment.

- Casual dress. Want to wear jeans and a t-shirt to work? Cool. Us too.

- Collaborative teammates welcome you onboard and provide the support to help you succeed.

- Employee social events, team lunches, and office snacks to fuel you throughout the day.

Flex is committed to fostering an inclusive workplace where people across all dimensions of diversity and intersectionality, including, but not limited to race, ethnicity, religion, sexual orientation, age, marital status, disability, gender identity, gender expression, sex, or country of origin are welcomed, valued, and celebrated! We have an opportunity to increase representation at all levels and need your unique talents, background, and perspectives. We look forward to your contributions.

Job Type: Full-time

Pay: $23.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Vision insurance

Shift:

• Day shift

Experience:

• Group Health Insurance: 2 years (Preferred)
• customer service in a corporate office setting: 2 years (Required)

Work Location: Hybrid remote in Chicago, IL 60631

Salary : $23 - $24