What are the responsibilities and job description for the Client Services Rep/Office Services position at U.S. Retirement & Benefits Partners?
Job Title: Customer Care Representative
The Customer Care Representative will be the primary point of contact for clients, agents, and carriers, providing support and resolving issues related to new and existing insurance policies.
Main Responsibilities:
Answer phones and respond to emails regarding policy status, type, terms, and coverage. Track calls, documents notes and resolution in the administration system and resolve issues as quickly and accurately as possible. Escalate issues as needed to the Customer Care Supervisor.
Respond to requests by sending enrollment material packets to Direct Pay accounts/clients. Review submitted applications for completeness and forward them to the appropriate carriers or enter the enrollment in their carrier portal. Periodically review union membership against existing enrollment to ensure continued enrollment eligibility.
Have applications updated and accurately completed and prepared for pickup by late Tuesday. Designated Customer Care Rep will sort client sheets by group, scan into indexing system, and share client sheets with Account Administration, as needed.
Assist with discrepancy reports, researching and correcting client and carrier data as needed.
Requirements:
At least one year of experience in an office environment, preferably in the insurance industry. Proficient computer skills using Excel and Word at a basic to intermediate level. Ability to learn document indexing software and a cloud-based database system.
Excellent verbal communication skills using the English language, with the ability to listen, interpret issues, explain concepts, and communicate facts to the public, policyholders, agents, and carriers in a polite and friendly manner.
Excellent written skills using the English language for writing occasional letters of coverage verification and documenting issues for files and to agents and carriers.
Working Conditions:
Heavy phone use is required, and the Customer Care Rep must be able to handle multiple tasks simultaneously, including answering calls, responding to emails, and processing applications while maintaining a professional demeanor under occasional stress.
