Customer Success Representative

• Serve as the primary point of contact and trusted advisor for assigned employer groups, brokers, and employees
• Build relationships through proactive communication, education, and support across the full customer lifecycle
• Conduct account reviews, manage onboarding/implementation/renewals, and drive retention through timely issue resolution
• Identify opportunities to improve the customer experience and collaborate cross-functionally for strong outcomes
• Respond to inquiries from employers, employees, brokers, and carriers via phone, email, and virtual meetings
• Educate stakeholders on ICHRA administration, reimbursement processes, enrollment, and eligibility
• Assist with Individual Marketplace and Medicare enrollment options and resolve complex issues

• Active Health & Life Insurance License
• Current FFM Certification, Medicare Certification, AHIP or NABIP (or the ability to obtain within 30 days of hire)
• Minimum of two (2) years of experience in customer success, customer service, insurance, employee benefits, or account management
• Strong knowledge of Individual Health Insurance, Medicare, and employee benefits
• Excellent verbal, written, and interpersonal communication skills
• Strong organizational, problem-solving, and time management skills
• Proficiency with Microsoft Office Suite, Google Workspace, Hub Spot, and web-based technology platforms

Demonstrates expertise in Health and Life Insurance, with a strong focus on customer success and relationship management. Proficient in educating stakeholders on ICHRA administration and navigating enrollment processes for Individual Marketplace and Medicare.

• Active Health & Life Insurance License
• Current FFM Certification
• Medicare Certification
• Strong Knowledge of Individual Health Insurance
• Proficiency with Microsoft Office Suite

• Customer Success
• Account Management
• Insurance
• Employee Benefits
• Problem-Solving
• Time Management

• Excellent Verbal Communication
• Excellent Written Communication
• Interpersonal Communication
• Organizational Skills

• AHIP
• NABIP

• ICHRA Administration
• Reimbursement Processes
• Enrollment
• Eligibility
• Medicare Enrollment

• Google Workspace
• Hub Spot
• Web-Based Technology Platforms