What are the responsibilities and job description for the Benefits Client Support Specialist position at Troxell?
About Us
Top trusted risk advisor and solution provider for personal and business insurance where we work together to create the ultimate experience. We educate, advocate, and protect our people. We safeguard your future. We win by protecting people.
About the Role
The Benefits Support Specialist will serve as the primary point of contact for clients, delivering exceptional service with a focus on advocacy, educating clients, and prompt issue resolution. This role involves navigating complex data sets, communicating with carriers, and proactively solving client concerns. You will assist clients with a wide range of inquiries, from enrollment and eligibility to claims and coverage issues. The Benefits Support Specialist will build strong, long-lasting relationships with clients and carriers, ensuring effective communication and timely resolutions.
What You’ll Be Doing (Essential Responsibilities)
- Client Service Focus: Provide high-quality service with advocacy and prompt responses to client and carrier inquiries. Build meaningful, lasting relationships by making each client feel prioritized. Communicate clearly and professionally, ensuring clients are educated throughout the resolution process.
- Fact Finding: Navigate complex data sets, including carrier websites, client records, and benefit plan details, to obtain the necessary information. Ask insightful questions and review relevant documents to address client inquiries or issues effectively.
- Problem Solving: Take ownership of each inquiry, advocating for the client’s best interests. Provide solutions to a range of questions, including enrollment, eligibility, claims, and coverage. Work through each inquiry until resolution, anticipating client needs and proactively addressing potential concerns. Document all interactions and collaborate with both internal and external stakeholders to find solutions.
- Maintain electronic and/or paper files in an orderly, timely manner. Contribute to a suspense system to ensure follow-up on outstanding or pending business matters.
- Perform special projects at management’s request.
You Will Succeed by:
Working Together. Collaborative | Inclusive | Open Communication
Creating WOW. Professional | Consistent | Passionate
Earning Trust. Positive | Empathy | Respect
Embracing Innovation. Proactive | Problem solvers | Openminded
What You’ll Bring to Us
- High School Graduate or GED required. Advanced training at the technical, business, or college level is highly desired.
- 2-4 years prior work experience in the insurance industry or a related field is desired.
- Ability to be highly organized, yet flexible, in dealing with shifting priorities, fluctuating workloads, and evolving procedures.
- You have, or are willing to earn and maintain, a valid Health and Life insurance license within 3 months of hire.
- You are highly organized and comfortable navigating carrier websites, generating reports, and managing spreadsheets.
- You are proficient in using Benefit Point and know how to interpret important documents such as Summary Plan Descriptions and Certificates of Coverage.
- You understand the importance of safeguarding confidential client, carrier, and agency information.
- Excellent written and verbal communication skills and enjoy working with people in a high-volume customer service environment.
What We Need from You
- Full-time
- Hours are 8:00 am to 4:30 pm
- This position is eligible for hybrid work
- Travel: None
The Fine Print
- Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions
- May be required to work more hours than normally expected during a regular workweek
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
